Kayalpattinam, Tamil Nadu, India

      Kayalpattinam, Tamil Nadu, India

        Cancellation Policy

        🚫 Catcho Multiservices LLP – Cancellation & Refund Policy

        Effective Date: October 21, 2025
        Last Updated: October 21, 2025

        This Cancellation & Refund Policy (“Policy”) explains how cancellations, returns, and refunds are handled on the Catcho platform (“Platform”, “App”, “Website”) operated by Catcho Multiservices LLP (“Catcho”, “we”, “our”, “us”).

        By using Catcho’s services, you (“User”, “Customer”, or “you”) agree to this Policy.

        1. General Policy

        Catcho acts as a technology intermediary, connecting customers with independent merchants, delivery partners, and service providers (“Partners”).
        Each service or order on the Catcho platform is fulfilled by the respective Partner, and Catcho facilitates booking, communication, and payment.

        Therefore, cancellation and refund terms may vary depending on the type of service and Partner policy.

        2. Order Cancellation by User

        You may cancel an order or booking within the conditions below:

        a. Food, Grocery, or Medicine Orders

        • Cancellation is allowed only before the merchant accepts or starts preparing your order.

        • Once the order is accepted or prepared, no cancellation or refund will be possible.

        • If the merchant or delivery partner delays or cancels, a full refund will be processed automatically.

        b. Ride (Cab / Bike / Auto) Bookings

        • You may cancel a ride before the driver has reached the pickup location.

        • A cancellation fee may apply if the driver has already been assigned and is en route.

        • If the driver cancels or fails to arrive, you will receive a full refund (if prepaid).

        c. Parcel Pickup & Delivery

        • You can cancel before the driver picks up the parcel.

        • Once pickup is completed, no cancellation or refund is allowed.

        d. Home or Service Bookings (Plumber, Electrician, etc.)

        • Cancellations are allowed before the service provider confirms the booking or arrives at your location.

        • If the provider has started traveling or the service has begun, a service charge or visit fee may be deducted.

        3. Order Cancellation by Merchant or Partner

        A merchant, delivery partner, or service provider may cancel your order or booking due to:

        • Unavailability of items or service slots

        • Invalid or unreachable delivery address

        • Adverse weather, traffic, or safety conditions

        • Technical or operational issues

        In such cases, Catcho will refund the full prepaid amount to your original payment method or app wallet within a reasonable time.

        4. Refunds

        • Eligible refunds will be processed within 5–7 business days to your original payment method.

        • If payment was made via wallet or UPI, refunds may reflect instantly or within the above timeframe depending on the bank or gateway.

        • Catcho is not responsible for delays caused by payment providers or banks.

        • Partial refunds may apply in cases where services have partially commenced.

        5. Non-Refundable Situations

        Refunds will not be applicable in the following cases:

        • Order cancelled after merchant has started preparation or dispatch.

        • Incorrect address or user unavailability at the time of delivery.

        • False or fraudulent complaints without proof.

        • Late cancellation after service provider has arrived.

        • Change of mind or dissatisfaction not caused by service failure.

        6. Disputes and Escalation

        If you believe a cancellation or refund has been handled incorrectly:

        1. Contact support@catchoapp.com within 48 hours of the transaction.

        2. Provide order details, screenshots, or proof.

        3. Our team will review the case and respond within 3–5 business days.

        Catcho’s decision on refund eligibility shall be final and binding.

        7. Special Cases

        • Promotional or discounted orders may be non-refundable.

        • Prepaid or bulk orders (e.g., scheduled deliveries) may have specific terms shown at checkout.

        • Medical or prescription items once dispatched are non-returnable as per health regulations.

        8. Force Majeure

        Catcho or its Partners shall not be liable for cancellations or delays caused by events beyond control, including natural disasters, strikes, roadblocks, internet outages, or government restrictions.

        9. Policy Updates

        Catcho may update this Cancellation & Refund Policy periodically to reflect business or legal changes.
        The updated version will be posted on the app/website with a revised effective date.

        10. Contact Us

        For cancellation or refund assistance, contact:
        Catcho Multiservices LLP
        📍 189/97E, Appa Palli Street, Kayalpatnam, Tiruchendur, Thoothukudi, Tamil Nadu – 628204, India
        📧 support@catchoapp.com
        📞 +91 95970 75778