Cancellation & Refund Policy
When you can cancel, how a problem with a delivery is put right, and how money paid online comes back to you. Beverages are perishable, dated stock sold by the crate, so everything is checked and settled at your door, while our delivery staff are with you.
1. The short version
Check your order before the vehicle leaves your shop. A case short, a broken or leaking bottle, the wrong item or a date that is too close — tell our delivery staff there and then, and it is replaced from the vehicle, taken off your bill, or refunded. Once the delivery has been accepted and the vehicle has left, goods cannot be returned or refunded.
Cancelling is free any time before we accept your order. If you paid online for anything you do not receive, the money goes back to the account you paid from.
2. Cancelling your order
Before we accept it — free
An order you have sent but which we have not yet accepted can be cancelled by you at any time, at no cost: open the order in the app and tap to cancel, or call us. Nothing has been set aside or loaded at this stage.
After we accept it — call us
Once we accept an order, stock is taken out of the godown for you and may already be on a vehicle. It can no longer be cancelled in the app, but call us and we will do what we reasonably can:
- Not yet loaded — we will normally cancel it or reduce it at no charge.
- Loaded or out for delivery — it is on a vehicle, on a route. If you refuse it at the shutter we may charge the delivery cost of that trip, and a delivery charge already applied is not refunded.
Repeatedly cancelling accepted orders, or refusing deliveries, may lead us to ask for payment in advance or to suspend the account.
Paid from your wallet? Whatever came from the wallet goes back into the wallet the moment the order is cancelled or reduced — there is nothing to wait for. Only money paid online is refunded to the account you paid from.
3. When we cancel
We may cancel an order, in whole or in part, if:
- an item ran out between your order and our confirmation call;
- we cannot reach you by phone to confirm;
- the order is below the minimum for your delivery area;
- your address turns out to be outside our delivery area;
- a rate was displayed in obvious error; or
- something outside our control prevents delivery.
The app tells you why. If you have already paid online, the cancelled part is refunded in full, including any delivery charge when the whole order is cancelled. There is never a cancellation fee when the cancellation is ours.
If we reduce your quantities on the confirmation call and you have already paid online for more than the order now comes to, the difference is refunded the same way.
4. Checking the delivery
This is the most important paragraph on this page. Please check the load before the vehicle leaves. Count the cases, open a few crates, look for wet cardboard, check the seals and the dates. Our delivery staff will wait while you do.
| You find | What we do, there and then |
|---|---|
| A case or crate short | Hand over the balance from the vehicle, or take it off your bill |
| Broken, cracked or leaking bottles | Replace them from the vehicle, or take them off your bill |
| The wrong item, brand or size | Take it back and correct the order |
| Past or too close to its best-before date | Take it back, and replace it or take it off your bill |
Paying at the door, in cash or by UPI? You simply pay for what you accept. Paid online in advance? Whatever is taken off at the door is refunded to the account you paid from, as set out below.
5. After the vehicle has left
Once a delivery has been accepted and the vehicle has left, the goods are yours and cannot be returned, exchanged or refunded. From that moment there is no honest way for either of us to say where a bottle broke, how the stock was kept or whether a pack was opened — which is why everything is checked at the door.
This also means we do not take back:
- stock that has sold slower than you hoped;
- opened, part-used or broken packs, or loose bottles taken out of a case;
- goods stored in sun, heat or damp, or damaged after delivery;
- goods that have gone past their date in your shop; or
- re-labelled, decanted or tampered-with goods.
Two things are still put right after delivery:
- A billing error. If we charged you the wrong rate, tell us within 7 days of the bill and we will correct it and refund or adjust the difference.
- A manufacturer's recall. If a manufacturer recalls a product we supplied, we collect the affected stock and refund it in full.
6. How refunds are made
Refunds always go back the way the money came, so that both sides have a clean trail.
| You paid by | You are refunded by |
|---|---|
| Online, in the app | A refund through our payment gateway to the same UPI ID, card or bank account you paid from |
| Cash or UPI at the door | Nothing to refund at the door — you pay only for what you accept. A billing error found later is settled in cash or against your next order, as you prefer |
Every refund is checked and sent by our team, and the app lets you know on the order when it has gone. We do not deduct any processing or handling fee.
7. Refund timelines
| Step | How long |
|---|---|
| We send the refund | Within 2 working days of the cancellation, the correction or the problem raised at delivery |
| The money reaches you | 5 to 7 working days after it is sent |
| A billing error | Decided within 2 working days of your call; then as above |
8. Failed and duplicate payments
- Payment failed but money left your account. This is usually the bank holding an amount it has not collected, and it reverses itself within 5 to 7 working days. If it has not, send us the reference and we will chase it with the payment gateway.
- Charged twice for one order. Tell us and the duplicate is refunded in full, sent within 1 working day of confirming it.
- Paid but no order appeared. Nothing is lost. Send us the payment reference; we will either raise the order or refund the payment, whichever you prefer.
9. Crate and jar deposits
- Deposits on returnable crates, glass bottles and 20 litre jars are refunded or adjusted when the empties come back in reusable condition.
- Empties are counted at your shop when they are collected. Please check the count then.
- Broken, missing or unusable returnables are charged at our current replacement rate, and no deposit is refunded on them.
10. How to raise a problem
At delivery — tell our delivery staff before the vehicle leaves. That is the quickest way, and the only way for a shortage, breakage, wrong item or date problem.
In the app — Account, then Need help: choose Issue with an order for anything delivered in the last 7 days, pick the order and the items, and tell us what went wrong. Our team answers you there. Money is never settled in that conversation: if a refund is due, we arrange it with you directly.
A billing error, a missing refund, or a payment problem — call +91 76108 11113 or email neemkaroli.sales@gmail.com with your shop name, your registered mobile number and the order number from the app or your bill.
If you are not satisfied with our answer, ask for it to be reviewed by the owner. We would much rather settle a disagreement over the phone than lose your business.
11. Contact
Neem Karoli Sales Corporation Private Limited
Plot No. 219, Parshvnath Enclave Vistar, Vatika, Bagru, Sanganer,
Jaipur, Rajasthan 303905, India
Phone: +91 76108 11113 (Every day · 9 AM – 9 PM (IST))
Email: neemkaroli.sales@gmail.com
This policy sits alongside our terms and conditions and shipping and delivery policy.