Cancellation Policy

At Maazu, we understand that plans change. This policy outlines the conditions under which you may cancel an order, how to do so, and how any applicable refund will be processed.

You may cancel your order free of charge at any time before it has been picked up by our delivery partner. Once an order enters the "Picked Up" or "Out for Delivery" status, it can no longer be cancelled.

Eligible cancellation scenarios:

• Order is in "Order Placed" or "Being Prepared" or "Order Packing" status
• Cancellation is requested within the eligible time window shown in the app
• No delivery partner has picked up the order yet

Once your order has been dispatched, cancellation is not available through the app. In genuine emergencies, please contact our support team who will assess the situation at their discretion.

• Dispatched orders cannot be cancelled remotely
• Failure to accept a delivery is treated as a failed delivery, not a cancellation
• Repeated refusal of deliveries may result in account review

To cancel an eligible order:

1. Open the Maazu app and go to ProfileMy Orders
2. Select the order you wish to cancel
3. Tap Cancel Order and select a reason
4. Confirm the cancellation

You can also contact our support team via in-app chat, email, or phone.

Your order may be automatically cancelled in the following situations:

• One or more items are out of stock at the time of processing
• Payment authorisation fails or is declined
• Your delivery address falls outside our service zone
• We are unable to reach you to clarify order details
• Unforeseen operational issues (store closure, natural events, etc.)

In all auto-cancellation cases, you will be notified via push notification and/or SMS, and a full refund will be processed automatically.

Refund timelines after a cancellation:

Refunds are returned to the original payment method. If you experience delays beyond these timelines, please contact us.

Maazu reserves the right to decline cancellation requests in cases where:

• The order has already been dispatched
• The cancellation window has elapsed
• There is evidence of misuse, fraud, or a pattern of repeated cancellations
• Perishable items have already been prepared or packaged

For cancellation assistance or related queries:

• Email: contact@maazu.store
• Phone: +91 98307 17132
• Address: Maazu, Samsul Huda Road, Kolkata 700017, West Bengal, India