Last Updated: September 2025
At NivotraGo, we understand that sometimes you may need to cancel an order. This policy explains when and how cancellations are allowed for grocery orders on our platform.
You can cancel your order anytime before it is processed or dispatched.
To cancel, go to My Orders → Select Order → Cancel Order in your NivotraGo app.
Once cancelled, the paid amount will be credited to your NivotraGo Wallet.
Wallet credits cannot be withdrawn to a bank account and can only be used for future purchases on the NivotraGo platform.
Once the order is dispatched to the delivery partner, cancellations are not allowed.
If there is an issue with the delivered product (e.g., damaged, expired, or incorrect), you may request a replacement or refund under the Grocery Refund & Replacement Policy.
Vendors may cancel an order due to stock unavailability, product damage, or other operational reasons.
In such cases, customers will be notified immediately via app notification, SMS, or email.
Any payment made will be refunded to the NivotraGo Wallet within 24–48 hours.
Perishable Items: Due to their short shelf life, orders cannot be cancelled once dispatched.
Promotional Orders: Orders placed under discounts or offers are subject to the same rules; benefits may not be reapplied to future orders.
Partial Cancellation: You can cancel specific items in an order only if the order has not been dispatched.
Open the NivotraGo app.
Go to My Orders.
Select the order you wish to cancel.
Tap “Cancel Order” and choose a reason.
Submit your request and wait for confirmation.
For help with cancellations or queries:
📧 Email: support@nivotrago.com
📞 Phone: +91 7903604643
