Refund & Cancellation Policy

Last updated: October 2026  ·  Governing law: India

When you can cancel an askit order, when you get your money back, and how long refunds take.

We want you to be comfortable ordering medicines with askit, on WhatsApp or in the askit app. This policy explains when you can cancel, when you get money back, and how long it takes.

askit orders are paid in cash on delivery: you pay the pharmacy’s quoted price when your order arrives, and nothing is taken before that. askit adds nothing on top.

1.Cancelling before you confirm

Free, any time. Until you confirm a pharmacy’s offer you can cancel from the chat (tap Cancel, or reply "cancel"). In the askit app, tap Cancel order while pharmacies are quoting. Nothing is charged.

Once you confirm an offer, your order goes to the pharmacy straight away. To cancel it after that, ask us straight away: reply call in the WhatsApp chat, tap Request a call back in the askit app, or contact us (details below). As you pay only on delivery, a cancelled order costs you nothing. Once the package is marked "Out for Delivery", cancellations are generally not permitted.

2.Orders paid online

Online payment is not offered at the moment. If you paid online for an order, the following applies to it. To cancel it, ask us straight away: reply call in the WhatsApp chat, tap Request a call back in the askit app, or contact us (details below). Our support team will call you.

• Before the pharmacy starts preparing your order, we cancel it and refund your full payment to the account you paid from.
• Once the pharmacy has started preparing it, our support team decides case by case. If the order has not been dispatched, they arrange a full or partial refund.
• Once the package is marked "Out for Delivery", cancellations are generally not permitted.

3.When we refund you in full

• You cancel an order paid online before the pharmacy starts preparing it.
• The pharmacy cannot fulfil an order you have paid for.
• We are unable to deliver to your address.
• You received the wrong medicine, or an item is missing.
• An item arrives visually damaged, or with an expired or near-expiry date.
• Your order does not arrive within the promised delivery window and you no longer want it.

4.When we refund part of an order

If the pharmacy can supply only some of your items, you are not charged for the items it cannot supply (or, for an order paid online, we refund them), and the rest of your order continues as planned.

5.What cannot normally be returned

For safety and legal reasons, correctly-dispensed prescription medicines cannot be returned or resold once they have left the pharmacy — this follows standard pharmacy practice in India. This does not affect the cases listed above, or any right you have under the Consumer Protection Act, 2019.

6.How refunds are paid

• A refund of an online payment goes back to the original payment source — we cannot redirect it elsewhere.
• For an order paid in cash on delivery, we pay the refund by UPI or bank transfer to an account in your name that you share with our support team.
• An automatic refund, for example when the pharmacy cannot fulfil your order, starts straight away. Any other refund starts as soon as our team approves it. Banks usually take 5 to 7 working days to show it in your account, subject to standard interbank and payment-gateway settlement cycles.
• We message you on WhatsApp when the refund starts and again when it is completed, with the bank reference when one is available. If you ordered in the askit app, the order screen shows the refund too.

7.How to raise a refund request

Reply in your WhatsApp chat with your order number, or email us (details below) with the order number and what went wrong. We aim to respond within 1 business day.