1. Order Cancellation Windows
- Before Vendor Acceptance: You may cancel your order free of charge immediately after placing it while the status remains PENDING. A 100% immediate refund will be credited to your original payment method.
- After Preparation Begins: Once the restaurant or mart accepts and begins preparing or packing your order, cancellations may be restricted or subject to a preparation fee because perishable food or items cannot be resold.
2. Eligible Refund Conditions
You are entitled to a full or partial refund under the following circumstances:
- Missing or Incorrect Items: If an ordered item is missing from your delivery bag or the wrong product was delivered.
- Damaged or Expired Goods: If grocery/mart goods are delivered spoiled, damaged, or past their expiration date.
- Non-Delivery: In the rare event an order cannot be delivered due to rider unavailability or extreme weather and is marked cancelled by the system.
- Double Debit: If your eSewa, Khalti, or card balance was deducted more than once for a single order.
3. Refund Timelines & Channels
| Payment Gateway | Estimated Refund Time | Method |
|---|---|---|
| eSewa | 1 to 24 hours | Reversed directly to eSewa wallet ID |
| Khalti | 1 to 24 hours | Reversed directly to Khalti account |
| Credit / Debit Card (Stripe) | 3 to 7 business days | Credited to issuing bank account |
4. How to Report an Issue
To request a refund or report a damaged item:
1. Open your Tukatuu App > go to Orders > select the affected order.
2. Tap Get Help or Report Issue and upload a photo of the received items within 2 hours of delivery.
3. Or call our customer hotline at +977-1-4500000 or email support@tukatuu.com with your order number.