REFUND AND CANCELLATION POLICY - AMATO
Effective Date: August 2026
1. Overview
At Amato, we aim to provide you with the best delivery experience. We understand that issues may sometimes arise with your order. This Refund and Cancellation Policy outlines the conditions under which cancellations, returns, and refunds are processed.
2. Order Cancellation
Before Order Acceptance: You can cancel your order free of charge at any time before it is accepted by the merchant/vendor or delivery partner.
After Order Acceptance: Once a merchant begins preparing your order or a delivery driver is dispatched, cancellations are generally not permitted. If you choose to cancel after this stage, you may still be charged the full order amount.
3. Eligibility for Refund or Replacement
You may be eligible for a refund, store credit, or item replacement under the following conditions:
Damaged or Spilled Items: Items delivered in a damaged, broken, or unhygienic condition.
Incorrect Items: You received items different from what you ordered.
Missing Items: One or more items from your confirmed order were not delivered.
Quality Issues: Perishable goods (food/groceries) that are expired, spoiled, or unfit for consumption.
Significant Delay: Order delivered with an unreasonable delay caused solely by our service, resulting in compromised product quality.
4. How Refunds Are Processed
For Cash on Delivery (COD) Orders:
If an issue is identified at the time of delivery, our delivery partner will inspect the item, and the bill amount will be adjusted immediately on the spot.
If an issue is reported after delivery, verified refunds will be credited as Amato Wallet Credit for future orders or issued via manual bank transfer where applicable.
For Online / Card Payments:
Approved refunds will be credited back to your original payment method (Debit/Credit Card) within 5 to 7 business days, depending on your bank's processing timelines.
5. Reporting an Issue
To request a refund or report a problem:
Open the Amato App and go to Order History.
Select the specific order and tap Report an Issue or Help.
Upload clear photos/videos of the damaged or incorrect item within 2 hours of delivery for food/perishables, or within 24 hours for non-perishable goods.
6. Non-Refundable Items
Refunds or returns will not be provided for:
Orders placed with incorrect delivery addresses or contact numbers provided by the user.
Items damaged due to mishandling after successful delivery.
Customer change of mind after the order has been prepared or dispatched.
7. Customer Support
For any queries regarding refunds, please contact our support team directly through the In-App Help Center or email us at support@amatodelivery.com