🏛️ A Unit of LK Enterprise • Official Legal Policies
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Customer Protection

Refund & Cancellation Policy

Last Updated: August 31, 2026

1. Overview

At ziko (A Unit of LK Enterprise), we are committed to providing a transparent, reliable, and friendly experience for our local community. This Refund and Cancellation Policy outlines the conditions under which orders and bookings can be cancelled and how refunds are processed.

2. Order Cancellation Rules

A. Food & Restaurant Orders

  • Before Restaurant Preparation: You may cancel your food order free of charge if the restaurant has not yet accepted or started preparing your meal.
  • After Preparation Starts: Once the restaurant begins preparing your fresh food order, cancellation cannot be processed because customized perishable food cannot be re-used.

B. Grocery, Meat & Packaged Items

  • Before Dispatch: You may cancel grocery or retail orders anytime before the delivery partner is dispatched.
  • Upon Doorstep Delivery: If an item delivered is damaged, expired, or incorrect, you may refuse that specific item at the time of delivery or notify customer support immediately.

C. Salon & Service Appointments

  • Free Cancellation Window: You can reschedule or cancel a booked salon or service appointment free of charge up to 1 hour before the scheduled time slot.

D. Medicine & Pharmacy Items

  • Medicines verified by licensed pharmacies cannot be returned once the seal or packaging has been opened, except in case of wrong fulfillment or physical damage during transit.

3. Refund Eligibility & Scenarios

You are entitled to a 100% refund or replacement in the following scenarios:

  • The order was cancelled by the merchant due to stock unavailability or shop closure.
  • The delivery was not completed due to logistics issues caused by our network.
  • Items delivered were verified to be visibly damaged, missing, expired, or incorrect.
  • You were charged incorrectly or multiple times due to a payment gateway glitch.

4. Refund Timelines & Method

How and When Will You Receive Your Refund?

UPI / Net Banking / Credit / Debit Cards: Refund will be credited back to the original source account within 5 to 7 working days, subject to standard bank settlement timelines.

Cash on Delivery (COD) Orders: Refunds for eligible COD orders will be processed via direct UPI transfer or credited to your ziko user balance upon customer verification.

5. How to Request a Refund or Report an Issue

If you encounter an issue with your order, our local support team in Jhikira is available to assist you immediately:

Please include your Order ID (e.g. #ZK-XXXX) and photos of damaged/incorrect items when submitting your request for fastest resolution.