1. Overview

This Cancellation Policy explains when, how, and by whom orders placed on On Cleaning Duty (OCD) can be cancelled, and what happens when a cancellation occurs.

Please read this policy together with our Terms & Conditions and Refund Policy.

2. Key Rule

Please double-check your order and address details before confirming. Orders are non-cancellable after pickup.

Once your garments have been collected by a Delivery Partner ("Picked Up" status or beyond), cancellation is generally not permitted through the app and may not be possible at all.

3. Who Can Cancel an Order

All cancellations are recorded with: reason, cancelled-by type (user/store/driver/admin/system), timestamp, and source.

4. When You Can Cancel (Customer App)

4.1 Cancel Button Availability

The "Cancel Order" button is shown in Order Details when the order status is NOT any of the following:

1. cancelled
2. not_delivered
3. re_delivered

4.2 Practical Cancellation Windows

4.3 Cancellation Process (Customer)

1. Open Order Details in the app.
2. Tap Cancel Order.
3. Enter a reason for cancellation (required).
4. Confirm cancellation.
5. You will receive a push notification confirming cancellation.

5. Store Change Request Cancellations

For COD orders with unpaid status at the "At Store" stage, the Partner Store may propose changes:

5.1 Types of Change Requests

1. Item modifications — service type, add-ons, or pricing changes.
2. Item rejections — store cannot process specific items (requires reason and images).
3. Reject all items — store cannot process the entire order (requires reason and images).

5.2 Customer Response

1. You have 5 minutes to accept or reject the change request.
2. Accept: Order is updated with revised items and billing.
3. Reject: Order is automatically cancelled with reason "Cancelled after customer rejected change request".
4. No response within 5 minutes: Request expires; order may be automatically cancelled by the system.

5.3 Liability Disclaimers

When accepting or rejecting item-level changes, you must acknowledge liability disclaimers displayed in the app for rejected or modified items.

6. Cancellation by Partner Store

The store may cause order cancellation when:

1. All items are rejected and no processable items remain → reason: "Cancelled by Store".
2. Customer rejects a change request (see Section 5).
3. Store is unable to fulfil the order (communicated via change request flow).

The store does not have a direct "cancel order" button — cancellations occur through the suggestion/rejection workflow or admin action.

7. Cancellation by Delivery Partner

A Delivery Partner may cancel an order during fulfilment (e.g., unable to complete pickup, safety concerns). The cancellation is recorded with the partner's stated reason. Contact support if you believe a partner cancellation was unjustified.

8. Cancellation Charges

OCD may configure zone-wise cancellation charges in the admin panel. These charges are based on your service zone and order stage at the time of cancellation.

Current platform behaviour:

1. Cancellation charges are configured in the admin system but are not automatically deducted at the time of cancellation through the app.
2. If cancellation charges apply to your order, you will be informed by our support team or through updated policy notices.
3. OCD reserves the right to enforce cancellation charges as displayed at checkout or in policy updates.

9. Effect of Cancellation

9.1 On the Order

1. Order status changes to Cancelled.
2. Cancellation metadata is saved (reason, who cancelled, when).
3. Delivery partner assignment is released.
4. Store processing stops.

9.2 On Payment

No automatic refund is triggered upon cancellation.

9.3 On Coupons

1. First-order and repeat-order coupons used on a cancelled order may or may not be restored, at OCD's discretion.
2. General coupons may be available for reuse if the order was cancelled before fulfilment.

9.4 On Re-Scheduling

Rescheduling is not available for cancelled, completed, re-delivered, or not-delivered orders. Place a new order instead.

9.5 Order Suggestion Expiry (System Cancellation)

When a store sends a change request:

1. A 5-minute timer starts in your app.
2. Push notification is sent: "Please review within 5 minutes."
3. If the timer expires without your action, the system auto-rejects the suggestion.
4. Depending on the suggestion type, this may result in order cancellation.

10. Cancellations OCD May Initiate

OCD or its admin team may cancel orders in exceptional situations including:

1. Fraud or policy violation detected.
2. Service zone becomes unavailable.
3. Partner Store is deactivated or goes offline permanently.
4. Extended non-response to store change requests.
5. Regulatory or legal requirements.

11. What Cannot Be Cancelled

1. Orders where garments have been cleaned (In Process or beyond).
2. Orders out for delivery.
3. Completed or re-delivered orders.
4. Not-delivered orders (use support for re-delivery instead of cancellation).
5. Re-delivery fee payments (once paid and scheduled).

12. Tips to Avoid Unwanted Cancellations

1. Verify your address — ensure pickup and delivery addresses are correct and within the store's service zone.
2. Review your cart — confirm garments, services, and add-ons before checkout.
3. Check time slots — ensure pickup and delivery slots work for your schedule.
4. Respond promptly to store change requests within the 5-minute window.
5. Be available for pickup and delivery with OTP ready.

13. Contact

For cancellation-related queries or disputes:

1. Email: support@oncleaningduty.com
2. Phone: +91 8591530249
3. In-app: Profile → Support

14. Policy Updates

OCD may update this Cancellation Policy at any time. The latest version will be available in the app (Profile → Policies → Cancellation Policy) and on our website.