CANCELLATION POLICY

Company Name: Wellmeds Pharmacare Private Limited
Brand Name: Addzena
Registered Office Address: Pavsara, New Basti, Amapur Road, Kasganj – 207123, Uttar Pradesh, India
Mobile Number: +91 8679830877
Email: contact@addzena.com

1. Introduction

This Cancellation Policy applies to all stakeholders and users of the Addzena platform, including Customers, Vendors, and Delivery Partners. By accessing, browsing, or using this platform, you explicitly agree to comply with and be bound by the terms outlined in this policy.

2. Vendor Cancellation Policy

Vendors are expected to fulfill all confirmed orders to maintain platform integrity. However, a vendor may cancel an order under the following specific circumstances:

  • The requested product is currently out of stock.
  • The product has expired or is nearing its expiration threshold.
  • The product is damaged or its packaging is compromised.
  • The product quality fails to meet our strict operational standards.
  • There is an inventory error or incorrect product information displayed on the platform.
  • The product is otherwise entirely unavailable for immediate fulfillment.

Performance Note: Repeated or arbitrary cancellations by a vendor will negatively impact their performance ratings and may result in formal warnings, penalties, or account suspension as per company guidelines.

3. Delivery Partner Cancellation Policy

A Delivery Partner may cancel an accepted delivery assignment only under limited and justifiable conditions, including:

  • The specified delivery location is unreachable or physically inaccessible.
  • Valid safety or security concerns exist at or en route to the location.
  • An unforeseen vehicle breakdown or a medical emergency occurs.
  • Circumstances occur that are completely beyond the delivery partner’s reasonable control.

Performance Note: Delivery partners must not cancel assignments without a validated reason. Repeated, unnecessary cancellations will affect performance metrics, structural incentives, or platform access privileges.

4. Customer Cancellation Policy

The eligibility for a customer to cancel an order depends strictly on the fulfillment stage:

  • Before Dispatch: Customers can seamlessly cancel an order if it has not yet been dispatched by the vendor. The cancellation and subsequent refund will be processed automatically according to our standard payment timeline.
  • After Dispatch: Once an order is dispatched by the vendor or handed over to the delivery partner, standard cancellation functionality becomes unavailable.
  • At the Time of Delivery (Doorstep Rejection): Customers retain the right to refuse or reject an order at their doorstep during delivery, subject to product-specific category constraints and internal company review.
    • Note: Additional delivery charges, platform restrictions, or account limitations may be applied in cases of frequent or systematic doorstep refusals.
  • After Successful Delivery: Once an order is successfully delivered and accepted, it cannot be cancelled. Any subsequent grievances must be handled via formal requests for a Return, Replacement, or Refund, provided the item qualifies under Addzena’s specific category guidelines.

5. Refunds for Cancelled Orders

Any refund initiated due to a valid, eligible cancellation will be automatically credited back to the customer. The refund will be processed according to the payment method originally used during checkout, matching the standard timelines of our banking and payment gateway partners.

6. Misuse of Cancellation Rights

Addzena strictly monitors order patterns. We reserve the absolute right to restrict features, suspend ordering privileges, or permanently terminate accounts that repeatedly misuse cancellation rights, demonstrate fraudulent behavior, or cause unfair operational losses to our vendors and delivery partners.

7. Changes to This Policy

Addzena reserves the right to modify, amend, or update this Cancellation Policy at any time without prior notice. The latest version will always be published directly on this page, and continued use of the platform constitutes an explicit acceptance of the revised policy.

Contact Us

For any questions, clarifications, or support regarding order cancellations, please reach out directly to our corporate office:

  • Company Name: Wellmeds Pharmacare Private Limited
  • Brand Name: Addzena
  • Mobile: +91 8679830877
  • Email: contact@addzena.com