Refunds & Cancellations

1. Which half of the site this covers

Hiring a worker: no money reaches Upper Bazaar, so there is nothing for us to refund. You pay the worker directly, at a price the two of you agreed. We take no commission and hold nothing on either side. A refund from us is not a thing that can exist for a job, and we would rather say so than let this page imply otherwise.

Shop orders are different. We take the order, carry the goods and handle the money, so the refund is ours to settle. Sections 3 onwards are about those, and only those.

2. If a job goes wrong

We cannot refund what we never held, but we are not nothing in this either. If a worker you found here does not turn up, does the work badly, or asks for more than you agreed:

• Settle the money with them directly. It is their price and their work, and it is between you — the same as if a neighbour had recommended them.
• Tell us anyway. Send us the name and what happened. We take it up with the worker, and a pattern of it gets a listing paused or removed with a written reason, under section 6 of the Listing Agreement. That is the real remedy this platform has, and it protects the next person as well as you.
• Cancelling costs nothing.There is no booking fee to lose, because there was never a booking fee. Tell the worker as early as you can — a wasted trip is a morning of somebody’s income.

Where the fault is genuinely ours — we listed somebody who does not exist, or we published a rate they never gave us — tell us and we will put it right, and say what we got wrong.

3. Shop orders — the short version

You pay at your door. If the order is wrong, don’t take it — refuse it on the spot and you pay nothing. If you only notice afterwards, tell us within 24 hours and we will sort it out with the shop.

4. Before the rider leaves the shop

Cancel for any reason, at no cost, from your order screen or by messaging us. Nothing has been paid yet, so there is nothing to refund.

5. At your door

• Wrong, damaged, or clearly not what you ordered? Refuse it. With cash on delivery you hand over nothing, and that is the end of it — no form, no waiting.
• Part of the order is wrong? Take what is right, refuse the rest, and pay only for what you keep. The rider can record a partial handover.

6. After you have accepted the order

Tell us within 24 hours of delivery if something is wrong — missing item, short weight, damaged goods, or an item past its date. That window is short on purpose: with fresh food and loose goods, a claim made days later cannot be checked by anybody, and we would rather be able to actually settle it with the shop.

Send us your order code and, where you can, a photograph. We take it up with the shop. If the claim stands you get a refund of that item; where it is our mistake rather than the shop’s, we do not wait for the shop to agree.

Fresh and perishable goods

Vegetables, fruit, dairy, sweets, meat and anything else perishable: same day. Please check them at the door — that is the moment at which anything can still be done about it.

7. Orders from more than one shop

An order spanning several shops is handled as several parts. A refund applies to the part that went wrong, not the whole order — one shop’s mistake does not cancel goods you received and were happy with. Your invoice shows the parts separately, and stays marked provisional until every part is settled.

8. How the money comes back

• You refused at the door: nothing to return — you did not pay.
• You paid cash and a refund is due: the office arranges it directly, in cash or by bank transfer, whichever you prefer. Every refund is recorded against your order from the moment it is agreed, so it is a tracked obligation and not a promise someone has to remember.
• You paid online: the refund goes back the same way, and we tell you when it has been sent.

We aim to settle within 3 working days of agreeing a refund. If the shop disputes it, we will tell you that is what is happening instead of going quiet.

9. The delivery fee

If the fault is ours or the shop’s — wrong order, damaged goods, an order that never arrived — the delivery fee is refunded too. If you simply changed your mind after the rider has already collected and travelled, the fee may be retained; the trip really happened.

10. What cannot be returned

• Made-to-order and tailored work, and cloth cut to your measurement.
• Hygiene and personal-care items once opened.
• Perishable goods reported after the day of delivery (see section 6).
• Items damaged by use after you accepted them in good condition.

None of this affects your rights under Indian consumer law for goods that are defective or not as described.

11. How to raise it

Message us on WhatsApp with your order code. That code is the fastest way for us to find the order, the shop, the rider and the handover record in one go.