Cancellation Policy

Any Capitalized terms used but not defined herein shall have the meaning assigned to them under the Terms of Use which govern your use of our website https://www.farista.online (the "Website) and our Farista application for mobile and handheld devices (the "App"). The Website and the App are jointly referred to as the "Platform".

Customer Cancellation

As a general rule Buyer shall not be entitled to cancel Order once placed. Buyer may choose to cancel Order only within one- minute of the Order being placed. However, subject to Buyer's previous cancellation history, Farista reserves the right to deny any refund to Buyer pursuant to a cancellation initiated by Buyer even if the same is within one-minute followed by suspension of account, as may be necessary in the sole discretion of Farista.

If Buyer cancels his/her Order after one minute of placing it, Farista shall have a right to collect apenalty of 100% of the Order amount for breach of contract terms as a compensation for the damages suffered by Farista, with a right to either not to refund the Order value in case Buyer's Order is prepaid or recover from the Buyer's subsequent Order in case his/her Order is postpaid, to compensate the Merchants and PDPs.

Non-Customer Cancellation

Farista reserves the right to collect a penalty for the Orders constrained to be cancelled by Farista for reasons not attributable to Farista, including but not limited to:

in the event if the address provided by Buyer is either wrong or falls outside the delivery zone;

failure to contact Buyer by phone or email at the time of delivering the Order booking;

failure to deliver Buyer Order due to lack of information, direction or authorization from Buyer at the time of delivery; or

unavailability of all the itemsordered by Buyer at the time of booking the Order; or

unavailability of all the items ordered by Buyer at the time of booking the Order. However, in the unlikely event of an item in an Order being unavailable, Farista will contact the Buyer on the phone number provided to us at the time of placing the Order and inform Buyer of such unavailability. In such an event Buyer will be entitled to cancel the entire Order and shall be entitled to a refund to an amount upto 100% of the Order value.

In case of cancellations for the reasons attributable to Farista or the Merchant or PDP, Farista shall not collect any penalty from the Buyer.

Cancellation policy for Meat stores/Supermarkets/Fruits and vegetables/Wellness essentials/Gourmet & Organic

The Orders placed by Buyers using the Platform are non-cancellable and non-refundable except if refund is requested under the following conditions If the Order could not be delivered within the estimated time while placing the order;

If the Order has not been picked by the PDP

If the Merchant doesn't accept or cancels the Order due to reasons not attributable to Buyer, including but not limited to store being closed, non- availability of items, store cannot service online orders at that moment, store is overcrowded, etc.

If Farista cancels the Order due to reasons not attributable to Buyer, including but not limited to non-availability of PDP, etc.

Farista reserves the right to look into the cancellation request of the Buyer and determine if such cancelation request falls under the conditions mentioned above. If Farista is satisfied that the request and same fulfills any of the aforesaid conditions, then Farista shall process the cancellation request and refund amounts to the Buyer.

Cancellation: As a general rule the Buyer shall not be entitled to cancel his/her Order once placed. If the Buyer cancels his/her Order, Farista shall have a right to collect the Buyer 100% of the Order amount as the cancellation fee, with a right to either not to refund the Order value in case the Buyer's Order is prepaid or recover from the Buyer's subsequent Order(s) in case Buyer's Order is postpaid, to compensate the Merchants and PDPs.

Non-Customer Cancellation: Farista reserves the right to collect the Buyer cancellation fee for the Orders constrained to be cancelled by Farista for reasons not attributable to Farista or Merchant, including but not limited to:

in the event if the address provided by the Buyer is either wrong or falls outside the Farista delivery zone;

failure to contact the Buyer by phone or email at the time of delivering the Order;

failure to deliver the Buyer's Order due to lack of information, direction or authorization from the Buyer at the time of delivery; or

the Buyer's failure to provide a valid OTP to the PDP for receiving delivery

Refunds: The Buyer may be entitled to a refund for prepaid Orders, post deduction of cancellation fee, if any for reasons mentioned above or in a manner as deemed fit by Farista in its sole discretion, if refund has been requested due to the following reasons:If the Order could not be delivered within 2 hours;

If the Merchant cancels the Order due to reasons not attributable to the Buyer, including but not limited to store being closed, non- availability of items, store not servicing online Orders, overcrowding at store, etc.;

If Farista cancels the Order due to reasons not attributable to the Buyer, including but not limited to non-availability of PDPs, etc.

The Buyer may be entitled to refund due to the aforesaid reasons upto 100% of the Order value depending upon the nature of issue. Farista reserves the right to consider the cancellation and refund request and determine if such cancellation and refund request satisfy any of the aforesaid conditions, in which case Farista shall process the cancellation request and refund to Buyer.

Important Note 1: The Buyer shall verify his/her Order and the products before providing OTP to the PDP and any issue with respectthe PDP and any issue with respect to the product or Buyer's Order shall be notified immediately, and cancellation request shall be placed before providing OTP to the PDP. Once OTP is provided to the PDP, it shall be deemed that the Buyer has accepted delivery of his/her Order and once he/she has accepted delivery, the Buyer cannot cancel the Order and/or claim refund.

Important Note 2: In case of the complaint of any spurious product, the liability shall solely lie with the Merchant selling the product. Farista is merely facilitating the transactions between the Merchant and the Buyer and therefore, Farista shall assume no liability with respect to the products sold by the Merchant. Farista strictly discourages dealing of any spurious product on its Platform and shall reserve the right to report such incidents to the concerned authorities for appropriate legal actions.

Genie's cancellation policy

Cancellation of a Pick-up and Drop order after the delivery partner has reached the location but has not picked up the items may invite a cancellation fee in the range of Rs. 50 to Rs. 100 (based on the base delivery fee in the city).

Cancellation of a Pick-up and Drop order after the delivery executive has picked up the delivery items will result in a cancellation fee being charged equivalent to the entire service fee.