Return, Refund & Cancellation Policy — BILLSHIP

Effective date: 31 July 2026  |  Last updated: 31 July 2026

This Refund & Cancellation Policy ("Policy") describes how BILLSHIP ("BILLSHIP,""we,""us,""our") handles order cancellations, returns, and refunds for orders placed through the BILLSHIP mobile application (the "App") by users ("you,""User"). This Policy should be read together with our Terms & Conditions, Privacy Policy, and Shipping Policy, each of which is incorporated by reference. By placing an order through the App, you agree to the terms set out below.

1. Order Cancellations by You

• You may cancel an order free of charge at any time before it has been dispatched for delivery, either through the App's order-management section or by contacting customer support.
• Once an order has been dispatched, cancellation may no longer be possible, particularly for perishable grocery items that cannot be safely returned to stock. In such cases, the order will proceed to delivery, and any issue with the delivered items should be raised under Section 4 (Returns and Refunds).
• Where an order is cancelled before dispatch, any amount already paid, including item cost and delivery charges, will be refunded in full in accordance with Section 5.
• Repeated cancellations after dispatch or misuse of the cancellation feature (e.g., refusing delivery without valid reason) may result in restrictions on cash-on-delivery, promotional offers, or account access, as described in our Terms & Conditions.

2. Order Cancellations by BILLSHIP

BILLSHIP reserves the right to cancel an order, in whole or in part, whether before or after confirmation, in circumstances including:

• Unavailability of one or more ordered items at the time of packing;
• A genuine pricing or listing error identified after order placement;
• Failure to service the delivery address due to changes in serviceable areas;
• Suspected fraudulent activity, abuse of promotional offers, or violation of our Terms & Conditions; or
• Circumstances beyond our reasonable control, such as those described in the Force Majeure section of our Shipping Policy.

Where BILLSHIP cancels an order or part of an order, any amount already paid for the cancelled portion will be refunded in full, without any cancellation charge to you.

3. Non-Cancellable Items

Certain items may not be eligible for cancellation once an order has been dispatched or once preparation/packing has begun, including perishable groceries (such as fresh produce, dairy, meat, and bakery items), items sold as part of a limited-time or flash offer, and any item explicitly marked as non-cancellable within the App at the time of purchase. This is because such items generally cannot be safely restocked, resold, or reused once picked for your order.

4. Returns and Refunds for Delivered Orders

If you receive an order that is damaged, expired, spoiled, incorrect, or missing items you were charged for, you may raise a claim as follows:

• Report the issue through the App's support/help section, or the contact details in Section 8, as soon as reasonably possible, and in any event within 24–48 hours of delivery for perishable items, or within a reasonable time for non-perishable items.
• Provide a brief description of the issue and, where possible, photographs of the affected item(s) and the packaging, to help us assess and resolve the claim faster.
• Our support team may ask clarifying questions or coordinate with the relevant fulfilment point or delivery partner before approving a claim.

Valid claims will be resolved, at BILLSHIP's discretion, through one of the following:

• Replacement of the affected item on a subsequent delivery, subject to availability;
• Refund of the amount paid for the affected item(s) to your original payment method or BILLSHIP wallet; or
• Store credit for use on a future order.

Claims that are not raised within a reasonable time, are not adequately substantiated, or that appear to reflect a pattern of misuse of the returns process may be declined at BILLSHIP's discretion.

5. Refund Process and Timelines

Refunds are always issued to the original payment method used for the order, or to your BILLSHIP wallet/store credit, where applicable; BILLSHIP does not process refunds in cash or to a different account/payment method than the one used for payment. For orders paid via cash on delivery, approved refunds will be processed to your BILLSHIP wallet or, where feasible, to a bank account/UPI ID provided by you. Actual credit of refunded amounts to your bank or card statement may take additional time depending on your bank's or payment provider's own processing timelines, which are beyond BILLSHIP's control.

6. Partial Refunds

Where only part of an order is cancelled, unavailable, or subject to a valid claim, BILLSHIP will process a partial refund corresponding to the affected item(s) only. Delivery charges are refunded in full only where the entire order is cancelled or fails due to an error attributable to BILLSHIP; where a partial cancellation or claim does not affect the overall delivery, the delivery charge already paid is generally non-refundable.

7. Promotional Orders and Discounts

Where an order was placed using a discount code, cashback offer, or promotional credit, any refund will be adjusted to reflect the net amount actually paid by you, and any discount, cashback, or promotional benefit tied to the cancelled or returned item(s) may be reversed or forfeited in accordance with the specific terms of that offer, as displayed within the App at the time of the offer.

8. Grievance Officer

For any queries, complaints, or grievances relating to cancellations, returns, or refunds, please contact:

Name: DINESH

Designation: Grievance Officer

Email: Support@billship.in

Address: Talao 112, Jhajjar, Haryana 124103

Phone: 7494908233

Grievances will be acknowledged within 48 hours of receipt and will generally be resolved within 30 days, depending on the nature and complexity of the matter raised.

9. Changes to This Policy

BILLSHIP may revise this Policy periodically to reflect changes in its operations, payment/refund processes, or legal requirements. Material changes will be notified through the App or via the email address associated with your account, and the "Last updated" date above will be revised accordingly. Continued use of the App, or placement of a new order, following such changes constitutes your acceptance of the revised Policy.