1. How payment works today
Pados v1 does not process any online payment — every order is settled either in cash on delivery or recorded on the shop's khata (credit ledger) for you to settle later. Because no money passes through the app itself, there is no "payment gateway refund" to issue — refunds and adjustments happen directly between you and the shop, and Pados's role is to keep the order and khata records accurate.
2. Cancelling an order
You can cancel an order from the app free of charge while it is still in the Placed status — before the shop has started preparing it. Once a shop marks an order as being prepared or out for delivery, cancellation is at the shop's discretion; contact the shop directly (or reach out via our Grievance Officer if you can't resolve it with them).
3. Wrong, missing, or damaged items
If an order arrives incomplete, incorrect, or damaged:
- Tell the shop as soon as possible (ideally the same day) — most issues (a missing item, a swapped product) are resolved directly with the shop, the same way they would be at a neighbourhood store.
- If you paid cash on delivery, the shop should adjust or refund the affected amount directly.
- If the order was on khata, the shop should reduce the corresponding debit entry to reflect the correction.
- If a shop is unresponsive or a dispute can't be resolved directly, contact us (see below) and we'll help mediate using the order record in the app.
4. Perishables and opened items
As with any local grocery/kirana purchase, perishable items (fresh produce, dairy, bakery) and items that have been opened or used generally cannot be returned once accepted — check items at the door where possible. Shops selling packaged food are expected to comply with applicable food safety regulations for freshness and labelling.
5. Khata disputes
If you believe your khata balance with a shop is incorrect, raise it with the shop first (the ledger shows every debit/credit entry with a date and note). If it isn't resolved, contact us with the order/entry details and we'll review the record.
6. Contact
See the Privacy Policy for our Grievance Officer and contact details.