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Cancellations & Refunds

Last updated 28 August 2026

Orders on LocalE are made by people cooking, making or setting aside something for you, often the same day. This page explains when an order can be cancelled, who decides, and how the money comes back.

1. How you paid decides how you are refunded

• Paid online in the app — LocalE received the money, so LocalE issues the refund, through our payment gateway, to the original payment method. It cannot be redirected to a different account.
• Paid cash at handover — the seller received the money, so the seller returns it in cash. LocalE records the outcome in the order and will step in if the seller does not.

2. Cancelling before the seller accepts

An order is a request until the seller accepts it. Until then you can cancel it in the app for any reason, with no charge. If you had already paid, the full amount is refunded automatically.

3. Cancelling after the seller accepts

Once a seller has accepted, they may have started work or set stock aside. Cancel in the app and tell the seller in the order chat:

• The seller has not started — you get a full refund.
• The order is already being prepared — the seller may keep part or all of the amount to cover what they have spent. They must say so in the order chat, with a reason.
• The order is ready, or already handed over — it cannot be cancelled. If something is wrong with it, see section 5.

4. When the seller cancels

A seller may cancel an accepted order if they genuinely cannot fulfil it — an ingredient ran out, they fell ill, the item sold out. When that happens you get a full refund, with nothing deducted. If only part of the order is unavailable, the seller refunds that part.

5. Order not delivered, or not what was agreed

Raise it in the order chat within 48 hours of the handover time, with photographs if the problem is visible. This covers an order that never arrived, arrived substantially different from what was agreed, or arrived in a condition it should not have been in.

The seller should respond within 48 hours and, where the complaint is fair, refund you in full or in part. If they do not respond, or you cannot agree, escalate to us (section 8).

Food and other perishable items cannot be returned once accepted at handover, for hygiene reasons. That does not remove your right to a refund if the order was wrong, unsafe or never delivered.

6. How long a refund takes

• We initiate an approved refund with our payment gateway within 2 working days of it being agreed or decided by us.
• The money then reaches your bank, card or UPI account in 5–7 working days, depending on your bank. That leg is outside our control.
• You will get a notification in the app when the refund is issued, and the order will show the amount and the date.
• Cash refunds are settled directly by the seller at the time you agree them.

7. What is deducted

Nothing. LocalE charges no cancellation fee, no platform fee and no commission during the pilot. A refund is for the full amount approved, including any delivery charge, unless the seller has stated a specific deduction under section 3.

8. If you cannot agree with the seller

Write to support@localeapp.in with the order number and what happened. We can read the order chat and see the payment record.

• We acknowledge within 2 working days.
• We aim to decide within 7 working days, after hearing both sides.
• Where we decide a refund is due on an online payment, we issue it ourselves — we do not wait for the seller.

9. Contact

Grievance Officer, LocalE
Email: support@localeapp.in
Bengaluru, Karnataka, India