When an order can be cancelled, what comes back to you, and how long it takes. Every shop is an independent seller; YENTTO provides the platform, the refund channel, and a grievance process.
1.What this policy covers
Your purchase contract is with the independent seller who fulfils your order. YENTTO operates the platform, processes payments through its payment gateway partner, issues refunds, and provides a grievance process. This policy explains when an order can be cancelled, what is refunded, and how long it takes. How delivery itself works — zones, fees, timing and the delivery OTP — is in our Shipping & Delivery Policy.
YENTTO does not offer change-of-mind returns or exchanges. Once an order has been delivered, it cannot be returned through the app. If something is wrong with what you received, see section 7 — and nothing in this policy limits your rights under the Consumer Protection Act, 2019.
2.Cancelling an order yourself
You can cancel an order from the app while the seller has not yet accepted it. Once a seller accepts your order and begins preparing or packing it, self-service cancellation is no longer available.
When you cancel an order yourself, you are refunded everything you paid except the platform fee and the payment handling fee, and the GST charged on those two fees. Everything else — the seller’s prices, delivery, packaging and any tip — is refunded to you in full.
This does not apply when the seller cancels — see section 3.
3.When a seller cancels
A seller may cancel an order they genuinely cannot fulfil — for example if an item is out of stock or they cannot deliver to your address.
When a seller cancels, you get the entire amount you paid back — including the platform fee and the payment handling fee. Nothing is retained, and nothing is deducted from what comes back to you.
YENTTO recovers the platform fee and the payment handling fee from the seller, so a seller cancellation never costs you anything.
4.Other situations
| Situation | What you get back |
|---|---|
| An item turns out to be unavailable after your payment succeeds | The entire amount you paid |
| You were charged twice for the same order | The duplicate payment in full |
| A payment is taken but no order is created | The entire amount you paid |
| Your order is never delivered | The entire amount you paid, including both fees. If 15 days pass from your payment without delivery, we cancel the order and refund you automatically — you don’t have to chase it. |
| A Cash on Delivery order is cancelled before delivery | No money was collected, so there is nothing to refund |
5.How refunds are paid
Refunds for online payments are issued back to your original payment method, through our payment gateway partner. We cannot redirect a refund to a different account or instrument.
We initiate your refund within 1 business day of the cancellation being confirmed. Once initiated, the money usually reaches your original payment method within 5–7 business days, depending on your bank or payment provider — that part is outside YENTTO’s control.
A cancelled order is refunded in one transaction, on the basis set out above. Where only part of an order cannot be supplied, the amount for that part is refunded to you.
Where an order is refunded after the seller has already been paid, YENTTO refunds you and recovers the amount from the seller. Your refund is not delayed by that recovery.
Tips. Any tip you added is returned to you in full whenever an order is cancelled before it’s delivered — on a cancellation you request (section 2) and on one the seller makes (section 3) alike. (On a completed delivery, 100% of the tip goes to your delivery partner — the seller, or whoever the seller sends to deliver your order.)
6.Cash on Delivery
On a Cash on Delivery order you pay in cash at the door. If the order is cancelled before delivery, no money has changed hands and no refund applies.
Cash on Delivery is not available on orders containing prepared food.
7.Something wrong with your order
If your order doesn’t arrive, or arrives damaged, incorrect or incomplete, contact the seller or YENTTO through the app’s help option as soon as possible (with a photo where relevant). We’ll review it with you and the seller. While there is no self-service return today, we take genuine fulfilment failures seriously and apply our Trust & Safety standards to sellers who don’t honour the commitments they set (Seller Agreement).
Report a fulfilment problem within 48 hours of delivery, with a photo where relevant. We aim to decide within 3 business days. Where the complaint is upheld, you are refunded in full to your original payment method.
If your order never arrives, you get back the entire amount you paid, including both fees. An order still undelivered 15 days after your payment is cancelled automatically and refunded in full — you don’t have to ask.
If you believe a payment was taken in error you may also raise a chargeback with your card issuer or bank. Please contact us first — a chargeback raised while a refund is already in progress can result in a double reversal, which we would have to recover.
8.Tax on refunds
Where GST was charged on your order, the refund you receive is inclusive of the GST that formed part of the amount refunded — you do not need to claim it separately. The GST on the platform fee and the payment handling fee is refunded only where those fees themselves are refunded.
9.Grievance redressal
If you have a complaint, contact us at grievance@yentto.com or through the in-app help option, and you will receive a ticket reference. In line with Indian law, our Grievance Officer acknowledges every complaint within 48 hours and works to resolve it within one month of receipt. Content- and safety-related reports are actioned promptly (serious or objectionable content within 24 hours).
Grievance Officer: Sekar Subash Krishnan (Director), YENTTO TECHNOLOGIES PRIVATE LIMITED, No. 21/22, Alandur Road, Arulayammanpet 2nd Street, Guindy Industrial Estate, Chennai – 600032, Tamil Nadu, India · grievance@yentto.com · +91 94981 93712.
10.Contact
Need help with an order or refund? support@yentto.com.