Refund & Cancellation Policy

Last updated: August 2026  ·  Governing law: India

When you can cancel an AskIt order, when you get your money back, and how long refunds take.

We want you to be comfortable ordering medicines over WhatsApp. This policy explains when you can cancel, when you get money back, and how long it takes.

1.Cancelling before you pay

Free, any time. Until you complete payment you can cancel from the chat (tap Cancel, or reply "cancel"). Nothing is charged.

2.Cancelling after you pay

Because a pharmacist begins preparing your order immediately, a paid order cannot be cancelled from the chat. Contact us straight away (details below) — if the order has not yet been dispatched, we will cancel it and refund you in full, including the ₹30 convenience fee. Once the package is marked "Out for Delivery", cancellations are generally not permitted.

3.When we refund you in full

• The order was cancelled prior to dispatch.
• The pharmacy cannot fulfil your order after payment.
• We are unable to deliver to your address.
• You received the wrong medicine, or an item is missing.
• An item arrives visually damaged, or with an expired or near-expiry date.
• Your order does not arrive within the promised delivery window and you no longer want it.

4.What cannot normally be returned

For safety and legal reasons, correctly-dispensed prescription medicines cannot be returned or resold once they have left the pharmacy — this follows standard pharmacy practice in India. This does not affect the cases listed above, or any right you have under the Consumer Protection Act, 2019.

5.How refunds are paid

• Refunds go back to the original payment source — we cannot redirect them elsewhere.
• We initiate the refund as soon as it is approved. It typically reaches your account in 5–7 business days, subject to standard interbank and payment-gateway settlement cycles.
• You will get a confirmation message in your WhatsApp chat when the refund is issued.

6.The ₹30 convenience fee

The convenience fee is refunded whenever the order itself is refunded in full (for example, the pharmacy cannot fulfil, or we cannot deliver). Where only part of an order is refunded, the fee is retained as the service was performed.

7.How to raise a refund request

Reply in your WhatsApp chat with your order number, or email us (details below) with the order number and what went wrong. We aim to respond within 1 business day.