Payments, Refund & Cancellation

1. How you pay

• UPI: the app opens your UPI app (Google Pay, PhonePe, Paytm and others). The payment is handled by our payment partners (such as PhonePe and Cashfree), which are authorised by the Reserve Bank of India.
• Cash on delivery: where it is available, you pay the Delivery Person when the order arrives.
• An order is paid only when the payment company confirms it to us. If money leaves your account but the order does not go through, it comes back to you automatically (see How refunds work).
• We never see or store your card number, CVV or UPI PIN.

2. Charges

Before you pay, the app shows every charge with its reason: item prices set by the shops, a delivery fee, and any handling fee or other charge. Some orders get free delivery. The amounts you see when you place the order are the amounts you pay; a later change of our charges does not change an order you already placed.

3. Cancelling an order

• Before the shop starts packing: cancel in the app for free; a paid amount is refunded in full.
• After packing or once it is on the way: the order usually cannot be cancelled. If we allow it, charges for delivery and for fresh or perishable items (milk, vegetables, fruit, bakery) may not be refunded.
• Repeated cancellations, or refusing cash orders at the door, may lead us to turn off cash on delivery for your account.

4. When a shop cannot deliver

If a shop rejects your order, an item is out of stock, or we cannot deliver to your address, you are not charged for what does not arrive. For a paid order we refund that part in full, including its share of the delivery fee.

5. Damaged, wrong or missing items

• Check your order when it arrives. Report a problem in the app on the same day, with a photo where you can. Fresh and perishable items should be reported at delivery.
• After checking with the shop, we refund the item or, where possible, the shop replaces it.
• Items that cannot be returned for hygiene or safety reasons (for example opened food, medicines and personal care products) are refunded only when they were damaged, wrong or expired on arrival.

6. How refunds work

• Refunds of UPI payments go back to the same account, through the same payment company.
• We start the refund within 2 working days of approving it. Your bank usually shows it within 5 to 7 working days.
• If you do not get it in that time, contact us with your order number; we will share the reference number from the payment company.

7. Cash on delivery

Pay the exact amount shown in the app to the Delivery Person, after you tell them your delivery code. If a cash order needs a refund, we send it to a UPI id or bank account you give to customer care.

8. Contact and grievances

Business

FeroMart

Customer care

The phone number and email will be added here soon. Until then, use Help in the app.

Grievance Officer

The name and email of our Grievance Officer will be added here soon. We acknowledge a complaint within 48 hours and try to resolve it within 30 days.