At Villora, customer satisfaction is important to us. This Refund Policy explains the conditions under which refunds, cancellations, replacements, or compensation may be provided for orders placed through Villora. By placing an order on Villora, customers agree to this Refund Policy.

Villora provides multiple services including food delivery, grocery delivery, pharmacy delivery, parcel services, and eCommerce shopping. Refund eligibility may vary depending on the type of order, service category, vendor policy, and issue reported.

1. General Refund Rules

• Customers can request cancellation within 5 minutes after placing an order.
• If the customer cancels the order within 5 minutes and the vendor has not started preparation or processing, a full refund may be provided.
• Once the restaurant, grocery store, pharmacy, parcel vendor, or seller starts preparing, packing, or processing the order, refunds may not be available.
• Villora reserves the right to approve, reject, partially refund, or replace orders after proper verification.

2. Food Delivery Refund Policy

Order Cancellation

• Customers may cancel food orders within 5 minutes after placing the order.
• If the restaurant has not accepted the order, a full refund will be issued.
• If the restaurant accepts and starts preparing the order, refund requests may be rejected or partially approved depending on the situation.
• Once food preparation has started, refunds normally will not be provided.

Non-Refundable Cases

Refunds will normally NOT be provided in situations including:

• Customer changes their mind after food preparation starts
• Food taste or personal preference issues
• Delay caused by traffic, rain, festivals, or unavoidable situations
• Incorrect address provided by customer
• Customer unavailable during delivery
• Failed delivery due to customer not answering calls

Missing or Wrong Items

• If customers receive missing or incorrect food items, they must report the issue with photo proof.
• Complaints should be submitted within 24 hours after delivery.
• After verification, Villora may provide:
  • Full refund
  • Partial refund
  • Replacement item
  • Wallet credit

Damaged Food Orders

If food arrives in damaged, spilled, or unsafe condition:

• Customer must report the issue within 24 hours
• Clear photos or videos may be required
• Valid claims may receive refunds or replacements after verification

Food Safety Responsibility

Restaurants and food vendors are fully responsible for:

• Food quality
• Hygiene
• Packaging
• Freshness
• Food safety standards

If customers face health issues, allergic reactions, food poisoning, contamination, or similar food-related problems, the responsibility belongs to the respective restaurant or food vendor.

Villora acts only as a technology and delivery platform connecting customers with vendors.

3. Grocery Delivery Refund Policy

Cancellation Rules

• Grocery orders may be cancelled within 5 minutes if packing has not started.
• Once grocery packing or processing begins, refund eligibility may be limited.

Refund Eligible Situations

Customers may receive refunds for:

• Missing products
• Wrong products
• Expired products
• Damaged items
• Poor quality items
• Payment failures

Non-Refundable Situations

Refunds may not be provided for:

• Minor packaging issues
• Personal dislike after usage
• Incorrect address by customer
• Delayed deliveries caused by unavoidable conditions

Grocery Product Responsibility

All grocery stores and vendors are responsible for:

• Product quality
• Expiry dates
• Packaging
• Product authenticity

If customers face issues related to product quality, contamination, damaged goods, or expired items, the responsibility belongs to the respective grocery vendor or store.

4. Pharmacy & Medical Refund Policy

• Medicine orders may only be cancelled before packing or dispatch.
• Opened medicines, used products, or temperature-sensitive medicines may not be refundable.
• Prescription medicines may not qualify for refunds after dispatch due to safety regulations.
• Wrong medicines or damaged products may qualify for refund or replacement after verification.

Medical stores are fully responsible for:

• Medicine authenticity
• Correct medicine delivery
• Packaging quality
• Expiry dates

Villora is not responsible for medical side effects, allergic reactions, or misuse of medicines.

Customers should consult licensed medical professionals before using medicines.

5. Parcel Delivery Refund Policy

Cancellation

• Parcel bookings may be cancelled before pickup confirmation.
• Once parcel pickup or transit starts, cancellation may not be possible.

Refund Eligible Cases

Refunds may be considered for:

• Lost parcels
• Damaged parcels
• Wrong parcel delivery
• Failed pickup due to partner issues

Non-Refundable Cases

Refunds may not be provided if:

• Incorrect address is provided
• Restricted items are shipped
• Receiver unavailable
• Delay caused by weather, traffic, festivals, or third-party courier issues

Parcel Responsibility

Senders are responsible for:

• Correct parcel details
• Proper packaging
• Legal items only

Parcel vendors or courier partners are responsible for parcel handling during delivery.

6. eCommerce Refund & Return Policy

Return Period

Customers must request return, replacement, or refund within 3 days after delivery.

After 3 days, refund or return requests may not be accepted.

Refund Eligible Situations

Refunds or replacements may be provided for:

• Wrong products
• Missing items
• Damaged products
• Defective products
• Fake or duplicate products

Return Conditions

Products must:

• Be unused
• Be in original packaging
• Include original accessories and invoice
• Not be physically damaged by customer misuse

Non-Refundable Products

Certain products may not qualify for return or refund including:

• Opened personal care products
• Used items
• Digital products
• Consumable goods
• Customized items

Seller Responsibility

All eCommerce sellers are responsible for:

• Product quality
• Originality
• Warranty claims
• Product safety

If customers face issues related to product defects, damages, or authenticity, the responsibility belongs to the respective seller or vendor.

7. Payment Refund Timeline

Refund processing time may vary depending on payment method.

Online Payments

• Refunds may take 5–7 working days
• Amount will be sent to original payment method

Wallet Refunds

• Wallet refunds may be processed instantly

Bank Delays

• Bank holidays and payment gateway delays may increase refund time

8. Double Payment Refunds

If customers are charged twice because of technical issues:

• Extra payment amount will be refunded after verification
• Refund processing may take several working days

9. Fraud & Policy Misuse

Villora reserves the right to reject refund requests if:

• Fake complaints are detected
• Fraudulent activity is found
• Customers repeatedly misuse refund policies
• Fake proofs or edited screenshots are submitted

Accounts involved in fraud, abuse, or policy violations may be:

• Suspended
• Permanently banned
• Reported for legal action

10. Delivery Delays

Delivery times are estimates only.

Refunds are not guaranteed for delays caused by:

• Heavy rain
• Festivals
• Traffic
• Vendor delays
• Natural disasters
• Technical issues
• Government restrictions

Villora and delivery partners will still try their best to complete deliveries safely and quickly.

11. Customer Support

Customers can contact Villora support through:

• Mobile application support section
• Email support
• Customer care number

For faster resolution, customers should provide:

• Order ID
• Photos or videos
• Issue details
• Payment proof if required

12. Final Decision

Villora support team reserves the final right to:

• Approve refunds
• Reject claims
• Provide partial refunds
• Offer replacements or wallet credits

All decisions will be based on proper verification, vendor response, customer proof, and platform policies.