Cancellation and Refund Policy
Last updated: 22 September 2026
This Cancellation and Refund Policy applies to orders placed through www.doggocart.in, operated by Doggo Cart Private Limited (“Doggocart”, “we”, “us” or “our”).
Because Doggocart products are freshly prepared, made against confirmed demand and perishable, cancellations and refunds are governed by the conditions below.
1. Order Cancellation
Cancellation within one hour
Customers may request cancellation within one hour of receiving the order confirmation.
To cancel an order, contact us immediately and provide:
Customer’s name;
Order number;
Registered mobile number; and
Reason for cancellation.
No cancellation fee will be charged for a cancellation accepted within this period.
Cancellation after one hour
Orders cannot ordinarily be cancelled after one hour from confirmation because preparation, ingredient allocation or delivery planning may already have begun.
Requests received after this period may therefore be declined, except where cancellation or a remedy is required under applicable Indian consumer law.
Cancellation by Doggocart
Doggocart may cancel an order because of ingredient unavailability, production issues, delivery limitations, incorrect pricing, payment failure or other circumstances that prevent fulfilment.
If Doggocart cancels a prepaid order, the full amount paid will be refunded. No cancellation charge will be imposed on the customer.
2. Perishable Products and Change-of-Mind Returns
Doggocart food is freshly prepared and perishable. Once an order has been prepared or delivered, it cannot be returned or exchanged merely because:
The customer changes their mind;
The wrong product or quantity was selected by the customer;
The dog refuses or does not prefer the food;
More food than required was ordered; or
The product was stored, handled or served contrary to the instructions provided.
This restriction does not apply when the order is damaged, defective, incorrect, materially different from its description or otherwise eligible for a remedy under applicable law.
3. Delayed, Damaged or Incorrect Orders
Doggocart will provide a full refund of the affected order value when:
The order is delivered later than the confirmed delivery schedule;
The product arrives damaged, leaking, spoiled or unsafe to use;
An incorrect product or quantity is delivered;
Items paid for are missing; or
The product is materially different from what was ordered or advertised.
Where a refund is approved, it will include the amount paid for the affected order, including any delivery charges collected for that order.
A refund for delayed delivery may not apply where the delay results from force majeure or circumstances beyond Doggocart’s reasonable control, as permitted under applicable law.
4. Reporting an Order Issue
Customers should report a damaged, incorrect, missing or unsafe order as soon as possible after delivery, preferably within two hours, so that the issue can be properly verified.
The customer may be asked to provide:
Order number;
Description of the problem;
Photographs or video of the product, packaging and label; and
Any other information reasonably required to verify the claim.
Failure to report within the preferred period may affect our ability to investigate a perishable-product complaint, but it will not remove any rights available to the customer under applicable law.
5. Customer Unavailability During Delivery
No refund will be provided when delivery cannot be completed because:
The customer or an authorised recipient is unavailable at the delivery address;
The customer cannot be reached through the contact number provided;
Access to the delivery location is unavailable; or
The customer refuses the order without a reason covered by this policy or applicable law.
This condition applies when Doggocart attempts delivery at the address provided within the communicated delivery period and makes reasonable efforts to contact the customer.
Because the order contains freshly prepared and perishable food, safe redelivery may not always be possible. Where redelivery is possible, additional delivery charges may apply.
6. Refund Method and Processing Time
Approved refunds will ordinarily be initiated within seven business days from the date of approval.
Refunds will be processed through the original payment method wherever possible. The time required for the amount to appear in the customer’s account may vary according to the bank, card issuer, UPI provider or payment gateway.
For an eligible cash-on-delivery refund, the customer may be asked to provide valid bank-account or UPI details. Doggocart will not be responsible for delays caused by incorrect information supplied by the customer or processing delays attributable to a bank or payment provider.
7. Partial Refunds
Where only part of an order is missing, incorrect or damaged, Doggocart may refund the value of the affected item and the proportionate delivery charge, where applicable.
A full-order refund will be provided where the issue affects the safety, usability or intended purpose of the complete order.
8. Statutory Consumer Rights
Nothing in this policy limits or excludes any right or remedy available to a consumer under the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, or any other applicable Indian law.
Where this policy conflicts with a mandatory provision of applicable law, that legal provision will prevail.
9. Customer Support and Grievance Redressal
For cancellations, refunds or order-related complaints, contact:
Doggo Cart Private Limited
Website: www.doggocart.in
Email: contact@doggocart.in
Phone: 9994168416
Registered address: 5/87/61B, Swamyvilai, Kattimancode, Alur, Kanniyakumari Dist., Pincode: 629801
Grievance Officer: Benlin JV
Designation: Grievance Officer
Email:contact@doggocart.in
Phone: 9994168416
Consumer complaints will be acknowledged within 48 hours and addressed within one month from the date of receipt, in accordance with applicable e-commerce rules.