Cancellation Policy
Last updated 22 August 2026
You can cancel free of charge at any point before we start physically picking your order. We never charge a cancellation fee.
1. When you can cancel yourself
Open Orders in the app, select the order and tap Cancel order. The button is available while the order is in any of these states:
| Order status | What it means | Cancel in app? |
|---|---|---|
| Awaiting payment | Created, waiting on your online payment | Yes |
| Placed | Paid or cash-on-delivery, not yet accepted by the store | Yes |
| Confirmed | Accepted by the store, picking not started | Yes |
| Picking / Packed | Staff are assembling your order | No — contact support |
| Assigned / Out for delivery | With a delivery partner | No — contact support |
| Delivered | Handed over to you | No — see Refunds |
Once picking has started the app shows "This order can no longer be cancelled. Please contact support." and takes you to the support screen. That is not a dead end — see the next section.
2. Cancelling after picking has started
Contact us and we will do what we can. Whether we can still stop the order depends on how far along it is:
- Still in the store — we will normally cancel it and refund you in full.
- Already dispatched — we usually cannot recall it. You may refuse the delivery at your door; that is treated as a failed delivery and refunded under section 4.
We do not charge you for cancelling in either case.
3. Orders cancelled automatically
An order awaiting an online payment holds stock that other customers cannot buy. If the payment is not confirmed within 30 minutes, the order is cancelled automatically and the stock is released.
If money did leave your account for such an order, it is refunded in full — see the Refund Policy. This is the one case where you might see a payment for an order that no longer exists; contact us and we will trace it.
4. When we cancel an order
We may cancel an order, or part of it, if:
- an item turns out to be unavailable or below our quality standard;
- your address is outside our delivery zone, or we cannot safely reach it;
- nobody is available to receive the order and we cannot reach you on the number on the order;
- an event outside our control prevents delivery — weather, road closure, supply failure; or
- we reasonably suspect fraud or misuse.
We will tell you why, and refund you in full for anything you paid for and did not receive. If only part of an order is affected, we deliver the rest and refund the difference.
5. Repeated cancellations
Cancelling occasionally is completely fine and carries no penalty. If an account repeatedly places and cancels orders in a pattern that looks like abuse — or repeatedly refuses cash-on-delivery orders at the door — we may restrict cash on delivery for that account or ask for prepayment. We will always tell you before doing so.
6. Getting your money back
Every cancellation of a paid order results in a full refund. Timelines and methods are in the Refund Policy.
7. Contact us
Email: support@theorganicbengaluru.com
Phone: +91 93538 42258
Support hours: 9 AM – 9 PM, all days
Or use Account → Help & support in the app, which attaches your order automatically.