Cancelling an order
- Before the seller accepts: cancel free of charge from the order screen.
- After the seller accepts, before pickup: you can request cancellation. It is free unless the seller has already prepared the order, such as cooked food, in which case a cancellation charge up to the order value may apply. The charge is always shown before you confirm.
- After the order is picked up for delivery: it can no longer be cancelled.
- If the seller cancels or the order cannot be delivered for reasons not caused by you, you pay nothing and any online payment is refunded in full.
Wrong, damaged, missing or expired items
Report the problem from the order screen within 24 hours of delivery, with photos where possible. For food and other perishable items, please report within 2 hours. After review, we will arrange a replacement where possible or a refund for the affected items. Review is usually completed within 48 hours.
Returns
- Food, groceries, perishables, medicines, personal care and hygiene products cannot be returned once delivered, unless they were wrong, damaged, defective or expired at delivery.
- Other products can be returned only if the seller’s return policy, shown on the product page before you buy, allows it, within the period stated there. Items must be unused, with original tags and packaging.
Repairs
- Cancel free of charge before the engineer starts travelling to you. After that, a visit charge shown at the time of booking may apply.
- If the work done is unsatisfactory, report it in the app within 7 days. We will arrange a revisit by the engineer or a refund of the service charge, depending on the case.
Rides
- Cancel free of charge before a driver is assigned. A cancellation charge shown in the app may apply after the driver has been assigned or has arrived.
- If a ride is cancelled by the driver, you pay nothing.
How refunds are paid
- Online payments: refunded to the original payment method within 5 to 7 working days of approval. Your bank may take a little longer to show it.
- Cash on delivery: refunded by UPI or bank transfer to an account you confirm, within 5 to 7 working days of approval.
- We tell you in the app when a refund is approved and when it has been sent.
Need help?
Write to support@axworld.in, or raise a complaint with our Grievance Officer. Consumer complaints are acknowledged within 48 hours and resolved within one month.