Urgent Hai (“we,” “our,” or “us”) strives to provide fast and reliable services. This Cancellation & Refund Policy explains how cancellations, refunds, and adjustments are handled for orders, rides, and deliveries booked through our app.

1. Cancellations by Customer

a) Food & Grocery Orders

• Orders can be cancelled before the restaurant starts preparing the order at no charge.
• If preparation has started, cancellation may not be possible and no refund will be issued.
• If the order is already out for delivery, the full amount will be charged.

b) Rides (Bike/Car)

• All cancellations made after booking will be chargeable.
• If the driver has already reached the pickup location or is en route, a full or partial fare may be charged.
• Cancellations are not eligible for refund once the ride has started.

c) Package Deliveries

• Cancellations made before the delivery partner picks up the package are free.
• If the partner is en route or has already picked up the package, full charges may apply.

2. Cancellations by Us

We may cancel an order, ride, or delivery due to:

• Unavailability of service providers
• Restaurant/shop closure or item unavailability
• Unsafe weather or road conditions
• Technical or operational issues

In such cases, a full refund will be issued to your original payment method.

3. Refunds

• Approved refunds will be processed within 5–7 business days to your original payment method.
• For wallet/credit payments, refunds will be processed instantly to your Urgent Hai Wallet.
• We are not responsible for delays caused by your bank or payment provider.

4. Non-Refundable Situations

Refunds will not be issued if:

• An incorrect delivery address was provided by the customer
• The customer was unavailable to receive the order/ride/package
• Delays were caused by factors beyond our control (e.g., traffic, weather, road accidents)

5. Partial Refunds / Adjustments

We may issue partial refunds or app credits in the following situations:

• Missing food items (with verification)
• Incorrect or damaged deliveries (with photo or video proof)
• Ride fare disputes (subject to investigation)

6. How to Request a Cancellation or Refund

You can cancel or request a refund via:

• The in-app Help & Support section
• Email: admin@urgenthai.com

Note: All cancellation or refund requests must be made within 24 hours of service completion.

7. Changes to This Policy

We may update this policy from time to time. The latest version will be posted in the app and on our website. Updates take effect immediately upon posting.