GROCENOW CANCELLATION POLICY

Last Updated: December 12, 2025

At GroceNow, we understand that plans can change and customers may occasionally need to cancel an order.

At the same time, once a merchant begins preparing an order, a shopper starts purchasing items, or a rider begins the delivery process, costs may already have been incurred.

This Cancellation Policy explains when an order may be cancelled and whether a refund may apply.

1. Cancelling an Order

Customers may request to cancel an order through the GroceNow app or by contacting GroceNow Customer Support.

Whether an order can be cancelled without charge depends on the current stage of the order.

Orders generally move through stages such as:

Order Placed → Order Confirmed → Preparing/Shopping → Ready for Pickup → Rider Assigned/Picked Up → On the Way → Delivered

Cancellation eligibility may change as the order progresses.

2. Cancellation Before Order Confirmation

If you cancel your order before it has been accepted or confirmed by the merchant, store, or GroceNow, you will generally be eligible for a full refund of any amount already paid.

No cancellation fee will normally apply at this stage.

3. Cancellation After Confirmation

Once an order has been confirmed, the merchant or shopper may immediately begin preparing or purchasing the requested products.

You may still request cancellation, but a full refund cannot always be guaranteed.

GroceNow will consider whether:

• Shopping or preparation has started.
• Products have already been purchased.
• Food has already been prepared.
• A rider has already been assigned.
• The order has already been picked up.
• Other costs have already been incurred.

Any applicable cancellation charge will be communicated where reasonably possible.

4. Cancellation During Shopping or Preparation

For grocery and local-market orders, once a shopper has started purchasing your products, cancellation may be restricted.

For restaurant orders, cancellation may also be restricted once the restaurant begins preparing your food.

This is because fresh groceries, customized purchases, and prepared food may not be returnable or reusable.

Depending on the circumstances, GroceNow may provide:

• A partial refund.
• A refund excluding already incurred costs.
• GroceNow credit where appropriate.
• No refund where the order has already been substantially prepared or purchased and cannot reasonably be cancelled.

Nothing in this policy limits any mandatory rights available to customers under applicable law.

5. Cancellation After Rider Pickup

Once a rider has collected the order from the merchant, supermarket, restaurant, or market, the order will generally no longer be eligible for customer-requested cancellation with a full refund.

At this stage, the merchant has prepared the order and delivery costs have already been incurred.

If exceptional circumstances arise, please contact GroceNow Customer Support and we will review the situation.

6. Cancellation While Order Is On the Way

Once your order is On the Way, cancellation will normally not be available.

If you no longer want the order after dispatch, you should contact GroceNow Customer Support immediately.

Refusing an order at delivery does not automatically entitle the customer to a refund.

7. GroceNow Cancellation

GroceNow may cancel an order where it cannot reasonably be fulfilled.

This may happen when:

• The requested products are unavailable.
• The merchant cannot fulfill the order.
• No suitable replacement is available or accepted.
• No rider is available within a reasonable period.
• The delivery location cannot be serviced.
• The customer's payment cannot be verified.
• The customer cannot be contacted when necessary to complete the order.
• Incorrect or insufficient delivery information prevents fulfillment.
• A serious pricing or technical error occurs.
• Fraudulent or suspicious activity is detected.
• Safety or security concerns prevent fulfillment.
• Circumstances outside GroceNow's reasonable control prevent completion of the order.

If GroceNow cancels a prepaid order for reasons not caused by the customer, the customer will generally receive a full refund for the cancelled items/order.

8. Out-of-Stock Items

Because GroceNow works with local markets, supermarkets, restaurants, and other merchants, product availability may change quickly.

If an item becomes unavailable, GroceNow may:

• Offer a similar substitute.
• Ask you to select another item.
• Remove the unavailable item.
• Refund the unavailable item.
• Cancel the order if a significant portion cannot be fulfilled.

If only one or several items are unavailable, the entire order does not necessarily need to be cancelled.

9. Customer Cannot Be Reached

Customers are responsible for providing a valid telephone number and accurate delivery information.

GroceNow, the merchant, shopper, or rider may need to contact you regarding:

• Product substitutions.
• Delivery directions.
• Access to your location.
• Payment.
• Other issues necessary to complete the order.

If reasonable attempts to contact you are unsuccessful and the order cannot be completed, the order may be cancelled.

Refund eligibility will depend on whether products were already purchased or prepared and whether delivery or other costs were already incurred.

10. Incorrect Delivery Address

Customers are responsible for checking their delivery address before confirming an order.

If you notice an incorrect address, contact GroceNow immediately.

Where possible, we will attempt to update the delivery location.

However, changing the delivery address may result in:

• A different delivery fee.
• A longer delivery time.
• Reassignment of the rider.
• Cancellation if the new location is outside the available delivery area.

If an order cannot be delivered because the customer provided an incorrect or incomplete address, a full refund may not be available where costs have already been incurred.

11. Customer Is Unavailable at Delivery

Customers should make reasonable arrangements to receive their orders.

If the rider arrives at the correct delivery location but cannot reach the customer after reasonable attempts, the rider may contact GroceNow Support.

Depending on the circumstances, the order may be:

• Delivered according to authorized customer instructions.
• Returned where reasonably possible.
• Rescheduled where available.
• Cancelled or marked as unsuccessful delivery.

Additional delivery charges may apply if another delivery attempt is requested.

Perishable food or groceries that cannot safely be returned may not qualify for a full refund when delivery failed because the customer was unavailable.

12. Rider or Delivery Problems

If GroceNow cannot complete your delivery because of a verified rider or operational problem that was not caused by you, GroceNow may:

• Assign another rider.
• Attempt redelivery.
• Reschedule the delivery.
• Cancel the order and provide an appropriate refund.

We will aim to choose the solution that causes the least inconvenience to the customer.

13. Delayed Orders

A delay does not automatically mean an order is cancelled.

Delivery times shown in the GroceNow app may be estimates and can be affected by:

• Traffic.
• Weather.
• Merchant preparation time.
• Market congestion.
• Product availability.
• Rider availability.
• Delivery distance.
• Road conditions.
• High order volume.
• Other circumstances outside our reasonable control.

For severe delays, customers may contact GroceNow Customer Support to discuss available options.

14. Scheduled Orders

If GroceNow offers scheduled deliveries, customers should cancel scheduled orders before the merchant, shopper, or rider begins fulfillment.

Once preparation or shopping has started, the normal cancellation rules in this policy will apply.

15. Cash on Delivery Orders

Customers using Cash on Delivery should only place orders they genuinely intend to receive.

Repeatedly placing Cash on Delivery orders and refusing them without a legitimate reason may result in:

• Cash on Delivery being restricted for the account.
• Advance payment being required for future orders.
• Account review or restriction in cases of repeated abuse.

Legitimate cancellations and genuine order problems will be handled normally.

16. Promotional Orders

If an order purchased using a coupon, voucher, promotion, discount, or GroceNow credit is cancelled, restoration of the promotional benefit will depend on the conditions of that promotion.

Cash refunds will generally be based on the amount actually paid by the customer.

17. Refunds for Cancelled Orders

Where a cancellation qualifies for a refund, GroceNow will process the refund according to the GroceNow Refund Policy.

Depending on the original payment method, refunds may be returned through:

• Mobile Money.
• Debit or credit card.
• Original digital payment method.
• GroceNow credit where available and appropriate.
• Another available refund method where necessary.

The time required for a refund to appear may depend on the customer's bank, Mobile Money provider, card issuer, or payment processor.

18. Abuse of Cancellations

GroceNow may review accounts showing repeated or suspicious cancellation activity.

This includes:

• Repeated cancellations after shopping has started.
• Repeated refusal of Cash on Delivery orders.
• Fraudulent orders.
• Deliberately providing incorrect delivery information.
• Abuse of promotions through cancellations.
• Other attempts to misuse the platform.

Where there is reasonable evidence of abuse or fraud, GroceNow may restrict certain payment methods, promotions, ordering functionality, or the account itself.

19. Exceptional Circumstances

GroceNow understands that genuine emergencies and unexpected situations can happen.

Where exceptional circumstances prevent you from receiving an order, contact GroceNow Customer Support as soon as possible.

We will review the circumstances and determine whether a refund, partial refund, credit, redelivery, or another reasonable solution is appropriate.

20. Contact GroceNow

For cancellations or questions regarding this policy, please contact:

GroceNow Customer Support

Email: info@grocenow.com
Phone/WhatsApp: +256 757769707
Service Area: Kampala, Uganda

When contacting us about an order, please provide your Order ID and the phone number associated with the order.

Our Commitment

GroceNow aims to keep cancellations simple and fair for everyone involved — customers, merchants, shoppers, and riders.

When an order can be cancelled before significant costs have been incurred, we will aim to make the process as straightforward as possible.