CANCELLATION POLICY - AMATO
Effective Date: August 2026
1. Overview
At Amato, we strive to process and deliver your orders as quickly as possible. Once an order is placed, our system immediately notifies vendors and delivery partners to start preparation and dispatch. This Cancellation Policy explains the rules and conditions regarding order cancellations.
2. Customer-Initiated Cancellations
Free Cancellation Window: You can cancel your order free of charge only before it is accepted by the merchant/store or assigned to a delivery driver.
Post-Acceptance Cancellations: Once a merchant accepts the order or starts preparing your food/items, cancellation is not allowed.
Cancellation Charges: If you choose to cancel an order after it has been accepted or prepared, a cancellation fee equal to 100% of the order value may apply to cover the cost of prepared goods and driver dispatch.
3. Cancellations Initiated by Amato / Vendors
Amato or the vendor reserves the right to cancel an order under the following circumstances:
Item Out of Stock: The requested item(s) are unavailable at the merchant's store.
Unreachable Customer: The delivery driver or support team is unable to reach you via phone or message after reaching your address.
Incorrect Delivery Address: An incomplete, invalid, or inaccessible delivery address provided by the user.
Unforeseen Events: Extreme weather, severe traffic disruptions, or unforeseen operational issues.
Note: In the event of a platform-initiated cancellation due to stock issues or technical errors, no cancellation charges will be applied.
4. Cash on Delivery (COD) Cancellation Rules
To maintain a reliable delivery network, strict policies apply to Cash on Delivery (COD) orders:
Refusal at Doorstep: Refusing to accept or pay for a COD order at the time of delivery without a valid reason (e.g., damaged or incorrect items) is strictly prohibited.
Account Suspension: Repeated cancellations of COD orders after preparation, or refusal to pay upon arrival, will result in temporary or permanent suspension of COD payment options for your account.
5. Refunds for Cancelled Prepaid Orders
If a prepaid order (paid via Credit/Debit Card or Wallet) is successfully cancelled within the eligible free cancellation window:
In-App Wallet: Refunds will be credited to your Amato Wallet instantly.
Original Payment Method: Card refunds will be processed back to your bank account within 5 to 7 business days, depending on your issuing bank.
6. How to Cancel Your Order
To cancel an active order:
Open the Amato App.
Go to Active Orders from the home screen or menu.
Tap on the ongoing order and select Cancel Order.
Select a reason for cancellation and confirm.
7. Contact Us
If you face any issues while cancelling an order or have questions regarding cancellation charges, please contact our support team immediately through the In-App Live Chat or email us at support@amatodelivery.com