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Refund Policy

KhpalGo Refund & Cancellation Policy

Last Updated: 23/June/2026

At KhpalGo, we want every order to be a great experience. This Refund & Cancellation Policy explains when and how refunds are issued for orders placed through the KhpalGo platform (mobile application and website). By placing an order, you agree to the terms below.

1. Nature of Our Service

KhpalGo is a multi-vendor marketplace that connects customers with independent restaurants, grocery stores, and merchants, along with independent delivery partners. Because most items (such as prepared food) are perishable, refunds are handled with special care as described in this policy.

2. Payment Methods

KhpalGo accepts the following payment methods:

  • Cash on Delivery (COD): Payment is collected in cash by the delivery partner at the time the order is handed over.

  • EasyPaisa: Customers may pay digitally through EasyPaisa at checkout.

3. Order Cancellation

  • Before the merchant accepts the order: You may cancel free of charge and any amount paid via EasyPaisa will be fully refunded.

  • After the merchant has accepted or started preparing the order: Cancellation may not be possible, as food preparation may already be underway. In such cases a refund may not be available.

  • COD orders that are cancelled before preparation incur no charge.

4. When You Are Eligible for a Refund

A refund or credit may be issued, at KhpalGo's discretion, in cases such as:

  • The wrong order or wrong items were delivered.

  • Items were missing from your order.

  • The order was not delivered due to a failure on the part of the platform or delivery partner.

  • The food quality was significantly and verifiably unacceptable.

You must report the issue through in-app Support or by contacting us within 2 hours of delivery, along with photographic proof if requested.

5. Refund Method and Timeline

  • EasyPaisa payments: Approved refunds are returned to the original EasyPaisa account, typically within 3 to 7 business days, depending on processing times.

  • Cash on Delivery (COD) orders: Where a refund is approved, the amount is credited to your KhpalGo wallet or refunded through EasyPaisa, as agreed with our Support team.

6. Non-Refundable Situations

  • Change of mind after the merchant has accepted the order.

  • Incorrect delivery address or contact details provided by the customer.

  • Customer unavailable to receive the order at the provided address.

  • Minor variations in taste, portion, or presentation that are within normal expectations.

7. Contact Us

For any refund or cancellation request, please contact our Support team:

  • Email: Khpalgo@gmail.com

  • Phone: +923438262554

  • Address: Q8CX+GV4، کاٹیلئی۔ امانکوٹ امان کوٹ، Pakistan