Cancellations & Refunds

The shop refunds you, not Pados. That is not Pados avoiding the question — it is the only arrangement that is physically possible, and it is worth understanding why before the rest of this page makes sense.

When you order through Pados you pay the shop directly: cash at the counter, or UPI straight into the shopkeeper’s account. Your money never passes through Pados. Pados holds no wallet, no escrow and no settlement account, and takes no commission. So Pados has nothing of yours to give back — the rupees are in the shop’s account, and only the shop can return them.

What Pados does instead is make sure you are not left shouting into the air: it gives you the shop’s name, address and phone number, it keeps a record of what you ordered and what you were charged, and if the shop will not engage it takes up your grievance. See Grievance Redressal.

Cancelling an order

Before the shop accepts it

Cancel freely, in the app, at no cost. Nothing has been packed and no money has moved.

After the shop accepts it, before it is ready

Ask the shop — the order screen has a call button. Most shopkeepers will cancel without fuss. Once perishables have been weighed out or a restaurant has begun cooking, the shop is within its rights to decline.

After it is ready, or out for delivery

The goods exist and are waiting for you. Cancelling is at the shop’s discretion. If you have already paid by UPI, ask the shop for a refund.

If the shop cancels

A shop may cancel if it has run out, if it cannot reach you, or if your address turns out to be beyond its delivery range. If you had already paid, the shop refunds you in full. You will be told the reason.

When something is wrong with your order

Missing items, the wrong item, short weight, damaged or spoiled goods, or a total that does not match what you were shown: tell the shop first, the same day where you can. Groceries are perishable and a problem raised on the day is a problem a shopkeeper can actually check.

Under the Consumer Protection (E-Commerce) Rules, 2020 the seller must accept the return of goods that are defective, deficient, delivered late, or not as described — and must refund you. That obligation is the shop’s, and every shop on Pados has undertaken it in the Merchant Agreement.

How a refund reaches you

By the route the money came:

• Paid cash — cash back, at the shop.
• Paid by UPI — a UPI transfer back to the account you paid from. Shops are expected to make it within 3 working days of agreeing the refund, and it normally arrives within a further 1–2 working days depending on your bank.

Because a UPI payment is a direct bank transfer rather than a card charge, there is nothing for Pados to reverse. A refund is a fresh transfer from the shop to you.

If the shop will not put it right

Escalate, and Pados will take it up:

1. Raise it with the shop and give them a fair chance — a day is usually enough.
2. Write to pados.andaman@gmail.com with your order number and what went wrong. You get a ticket number and an acknowledgement within 24 hours.
3. Pados takes it up with the shop, and tells you what the shop says. Target for closing a grievance is 15 days.
4. If the shop still will not put it right, Pados can delist it — that is the real sanction Pados holds, and it does use it. But Pados cannot pay you the shop’s money on the shop’s behalf.
5. Your rights under the Consumer Protection Act, 2019 remain, against the shop. The National Consumer Helpline (1915) and your district consumer commission are open to you, and Pados will give you the shop’s registered details and your order record to support such a complaint.

Merchant credits

Shops, not shoppers, buy Pados credits. This is the one thing Pados charges for, so this part is Pados’s own obligation rather than a shop’s.

• Charged in error: refunded in full, promptly, as soon as it is confirmed.
• Closing your account:when you close your shop’s account with Pados, the credits you bought and have not spent are refunded. While your account is open, bought credits are not refunded (credits charged in error excepted), because they do not expire. Credits you have spent on orders, and free credits Pados gave you, are not refundable.
• If Pados fails you:a prolonged outage that stops your shop taking online orders, our fault and not the island’s connectivity, is made good in credits. Ask; you should not have to.
• Delisted for breaking the rules: no refund of credits spent.

A refund request is not an approved refund. Pados reviews it, sends an approved refund through the payment provider to the account the payment came from, and it is complete only when the provider confirms it, which can take several working days. The credits come off your balance when Pados approves it, and are put back if the provider cannot send the money.

Ask at pados.andaman@gmail.com with your shop name and the payment reference.

Summary

Sekhar Mridha, sole proprietor, trading as Pados
Harinagar, Billiground, North & Middle Andaman, Andaman & Nicobar Islands 744201