SCOPE

1. This Policy applies to eligible customer orders on NepMeals.
2. Outcomes depend on order stage, preparation status, rider status, user cooperation, risk flags, and legal requirements.
3. This Policy should be read with Terms & Conditions and Refund Policy.

STAGE-BASED CANCELLATION OUTCOMES

1. Stage 1: Before restaurant acceptance: cancellation is usually allowed with minimal or no charge.
2. Stage 2: After acceptance but before preparation completion: cancellation may be restricted and may include partial retention.
3. Stage 3: After preparation completion or rider pickup: cancellation is generally restricted and may involve limited refund.
4. Stage 4: Delivered/completed: cancellation is not available; dispute/refund process applies where eligible.
5. For Alcohol Orders, stage-based outcomes are additionally subject to age-restricted compliance checks and lawful refusal controls at handoff.

CUSTOMER-INITIATED CANCELLATIONS

1. Customers may cancel an order only before it is accepted by the restaurant partner.
2. Once an order is accepted, cancellation may no longer be available and the order will proceed to preparation and fulfillment.
3. Where cancellation is not available, users may use the refund process if eligible.

RESTAURANT-INITIATED CANCELLATIONS

1. Restaurants may cancel for stock unavailability, operational disruption, safety events, or lawful restrictions.
2. Where feasible, users are informed promptly and offered relevant support or refund pathway.
3. Repeated avoidable cancellations by restaurants may affect ranking, visibility, penalties, or continued platform status.

NEPMEALS-INITIATED CANCELLATIONS

1. NepMeals may cancel for fraud detection, payment anomaly, policy breach, legal order, or safety risk.
2. NepMeals may override requested cancellation pathways where operational security or legal compliance requires.

FAILED DELIVERY CANCELLATIONS

1. Failed delivery due to incorrect address, no response, denied access, or unsafe destination may be treated as failed-delivery cancellation.
2. Outcome is based on dispatch evidence, call logs, route events, and partner verification.
3. Re-delivery is not guaranteed.
4. For Alcohol Orders, failed delivery may also include compliance refusal outcomes, including failed age verification, no lawful adult recipient, intoxication risk, or unsafe/legal-prohibited handoff conditions.

CANCELLATION CHARGES

1. Where a cancellation is successfully completed before restaurant acceptance, a full refund is generally issued.
2. Once restaurant acceptance has occurred, cancellation may no longer be available.
3. Where cancellation is not available, refund outcomes are handled under the Refund Policy where eligible.

NON-CANCELLABLE SCENARIOS

1. Delivered, completed, or otherwise finalized orders.
2. Certain perishable/customized/high-preparation items after processing has materially progressed.
3. Orders under active fraud/risk investigation where workflow holds are required.
4. Alcohol Orders where fulfillment has materially progressed and cancellation is requested after lawful compliance rejection or final dispatch-stage handling.

ALCOHOL-SPECIFIC CANCELLATION RULES

1. Alcohol Orders may be blocked, canceled, or refused where local law, regulator directives, licensing constraints, dry-time restrictions, or location prohibitions apply.
2. Customers cannot require partners to bypass age/safety checks to force completion of Alcohol Orders.
3. Where an Alcohol Order cannot be lawfully completed due to customer-side compliance failure, cancellation outcome and refund treatment are determined under this Policy and the Refund Policy.
4. Where lawful completion is prevented by platform-side or partner-side operational/compliance error, customer-favorable cancellation and refund handling applies subject to evidence.

PROMOTIONS, WALLET, AND CREDITS

1. Promo restoration depends on promotion terms, eligibility rules, and misuse controls.
2. Wallet and credit components may be restored in full, partial, or not at all depending on verified cancellation outcome.
3. Promotional benefits may be reversed where misuse is detected.

DISPUTE ESCALATION

1. Users may escalate cancellation outcomes through official grievance channels.
2. NepMeals may request supporting evidence before final decision.
3. NepMeals aims to acknowledge cancellation disputes within two (2) business days.
4. NepMeals aims to resolve routine cancellation disputes within seven (7) business days and complex cases within fifteen (15) business days, subject to verification and partner response timelines.

FORCE MAJEURE

1. Severe weather, natural disasters, civil disruption, telecom outages, or governmental restrictions may require cancellation for safety and legal compliance.

POLICY UPDATES

1. NepMeals may update this Policy for legal, product, operational, or risk-control reasons.
2. New versions are published with version and effective metadata.

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