Cancellation Policy

Effective Date: January 1, 2025

At DesiXpress, we understand that plans can change. This Cancellation Policy explains how you can cancel an order and the conditions that apply.

1. Cancellation Before Order Acceptance

You may cancel your order at no charge if the order has not yet been accepted by the store. To cancel:

• Open the DesiXpress app
• Go to My Orders
• Select the relevant order
• Tap Cancel Order

If the cancellation option is available, the order will be cancelled immediately and any payment charged will be refunded in full.

2. Cancellation After Order Acceptance

Once a store has accepted your order and is actively preparing it, cancellation may not be possible. This is to prevent food waste and ensure delivery partners are not unnecessarily dispatched.

If you need to cancel after order acceptance, please contact our support team immediately:

• Live Chat: Available in the DesiXpress app under Help & Support
• Email: support@desixpress.com

We will do our best to cancel the order if it has not yet been dispatched, but we cannot guarantee cancellation at this stage.

3. Cancellation of Catering or Wholesale Orders

For catering and wholesale orders, which are typically scheduled in advance, the following cancellation notice periods apply:

• More than 48 hours before delivery: Full refund issued.
• 24–48 hours before delivery: 50% cancellation fee may apply.
• Less than 24 hours before delivery: Full cancellation fee may apply, as preparations will have already commenced.

Please contact us directly to discuss catering cancellations at support@desixpress.com.

4. Order Cancellation by DesiXpress

DesiXpress or the fulfilling store reserves the right to cancel an order in cases such as:

• Items are out of stock or unavailable at the time of preparation.
• The delivery address is outside the current service area.
• Payment verification issues.
• Suspected fraudulent activity.
• Extreme weather or force majeure events.

In the event of a store-initiated or platform-initiated cancellation, you will receive a full refund within 1–5 business days.

5. Refunds for Cancelled Orders

For eligible cancellations, refunds will be processed as follows:

• Wallet Credit: Refunds are typically credited to your DesiXpress Wallet within 1–2 business days.
• Original Payment Method: Refunds to your original payment method may take 5–10 business days depending on your bank.

Please refer to our Refund Policy for full details on the refund process.

6. Contact Us

If you have any questions about cancellations, please contact our customer support team:

• Email: support@desixpress.com
• Address: 190 Fountain Road, Framingham, MA 01702