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Last updated on 17‑06‑2025 12:40:39

Matsya Apps Refund & Cancellation Policy

Matsya Apps (owned by Nirmal Mina) is a technology platform that connects customers with local shopkeepers. All orders, cancellations and refunds are handled directly between the customer and the shopkeeper. Matsya Apps provides information and tools to facilitate communication, but does not itself process or issue refunds.

1. Cancellation Requests

   • Customers may request cancellation immediately after placing an order.

   • Whether a cancellation is accepted is entirely at the shopkeeper’s discretion—once the shopkeeper has begun processing or shipping an order, the cancellation request may be declined.

   • Matsya Apps will notify you of your shopkeeper’s decision but does not decide on your behalf.

2. Perishable & Custom Items

   • Orders for perishable goods (e.g. flowers, fresh produce, ready-to-eat meals) or fully customized products cannot be cancelled once confirmed by the shopkeeper.

   • If you receive a perishable or custom item in unsatisfactory condition, please raise a quality complaint directly with the shopkeeper.

3. Damaged, Defective or Incorrect Items

   • Report any damaged, defective or wrong items to the shopkeeper within 7 days of delivery.

   • The shopkeeper will inspect and verify your claim; any replacement or refund granted is at their discretion.

   • Matsya Apps will relay messages and status updates but does not audit or adjudicate claims.

4. Warranty‑Backed Products

   • For items covered by a manufacturer’s warranty, please contact the manufacturer or authorized service center first.

   • If the shopkeeper has provided additional warranty or guarantee, direct warranty claims to them.

5. Refund Processing

   • All refunds, once approved by the shopkeeper, will be credited to you in accordance with the shopkeeper’s own payment cycle and refund timeline.

   • Typically, shopkeepers process refunds within 3–5 business days of approval, but this may vary.

6. How to Raise a Refund or Cancellation Query

   • In your Matsya Apps account, go to the Order Details page and use the Contact Shopkeeper button to send your request.

   • Include your order number, the nature of your request (cancellation/refund/replacement) and any supporting photos or documents.

   • Matsya Apps will forward your message and provide you with any information the shopkeeper shares, but all final decisions rest with the shopkeeper.