Cancellation Policy

📌 Introduction

At CapHanu Enterprise, we understand that customers may sometimes need to cancel an order due to address issues, duplicate order placement, product selection errors, payment concerns, change of requirement, delivery delay, or other genuine reasons. This Cancellation Policy explains when cancellation is allowed, when it may be restricted, how refunds are processed after cancellation, and how cancellation affects wallet, CapCoin, coupons, referral, affiliate, seller, and promotional benefits.

Cancellation eligibility depends on order status, product category, seller approval, payment method, production status, digital delivery status, dispatch status, logistics status, fraud review, and specific product page terms. This policy forms part of the Terms & Conditions, Return & Refund Policy, Privacy Policy, and other applicable platform rules.

👤 Customer Order Cancellation

Customers may request cancellation from the “My Orders” section where available, or by contacting official support with the order ID and cancellation reason. The request must be made as early as possible after order placement. A cancellation request is not automatically approved unless the order status and product rules allow cancellation.

• If the order is not yet confirmed, packed, produced, or shipped, cancellation may be approved quickly.
• If the order is already packed, handed to courier, shipped, or out for delivery, cancellation may not be possible through the cancellation process.
• If cancellation is not possible after dispatch, the customer may need to receive the order and follow the Return & Refund Policy where applicable.
• For non-returnable, custom, digital, personalized, hygiene-sensitive, bulk, wholesale, or special procurement items, cancellation may be restricted after processing starts.

🚦 Cancellation by Order Status

Cancellation rules vary depending on the operational stage of the order. The table below gives a practical overview of how requests are generally handled.

🧾 How to Request Cancellation

Customers should use the official platform process to request cancellation. Providing complete and accurate details helps support verify the request faster.

Cancellation requests made outside official channels, without order ID, from unverified contact details, or after dispatch may be delayed or rejected.

🏢 Cancellation by CapHanu Enterprise

CapHanu Enterprise may cancel an order fully or partially if required for operational, security, legal, product, payment, seller, inventory, or logistics reasons. This may happen even after order confirmation where circumstances require cancellation.

• Product is out of stock, discontinued, damaged, incorrectly listed, or unavailable from seller.
• Pricing, discount, tax, shipping, coupon, or technical error is detected.
• Payment is not confirmed, transaction is flagged, or payment gateway verification fails.
• Address is incomplete, pincode is not serviceable, delivery is not possible, or customer is unreachable.
• Seller fails to dispatch, seller listing violates policy, or seller account is restricted.
• Order appears fraudulent, abusive, duplicated, bot-generated, fake, suspicious, or linked to offer misuse.
• Product is restricted, prohibited, recalled, unsafe, or violates law/platform policy.
• Force majeure events, courier disruption, natural events, strikes, government restrictions, or operational issues affect fulfillment.

If CapHanu Enterprise cancels an order after payment, eligible refund will be processed as per this policy. Promotional benefits may be reversed or reissued depending on campaign rules.

🏪 Seller / Marketplace Order Cancellation

For products sold by third-party sellers, cancellation may involve seller confirmation. Sellers are responsible for maintaining accurate stock, processing orders on time, and dispatching within platform timelines. If a seller cannot fulfill an order, the seller must notify the platform promptly.

• Seller may cancel due to stock mismatch, packaging issue, pricing error, quality issue, serviceability issue, or compliance concern.
• Repeated seller cancellations may lead to penalties, payout hold, reduced visibility, account restriction, or removal from marketplace.
• If seller cancellation affects customer experience, CapHanu Enterprise may offer refund, alternate product, wallet credit, or support resolution depending on the case.
• Seller payouts may be adjusted for cancelled orders, refund charges, logistics charges, customer compensation, or policy penalties.

CapHanu Enterprise reserves the right to override seller delays or unfair rejection where customer protection or platform standards require intervention.

💳 Prepaid, COD & Failed Payment Cancellation

Cancellation handling depends on payment method. Prepaid orders require refund processing after cancellation approval. COD orders generally do not require payment refund, but repeated COD cancellation/refusal may affect account privileges.

Prepaid Orders

If a prepaid order is cancelled before dispatch and payment is successfully captured, eligible refund will be initiated to original payment method, wallet, or approved refund mode. If payment is deducted but order is not created, customers should contact support with payment reference.

Cash on Delivery Orders

COD orders may be cancelled before dispatch where allowed. Repeated refusal, fake orders, wrong address, customer unreachable, or delivery avoidance may result in COD restriction, account review, or order approval limits.

Failed / Duplicate Payments

If payment fails but amount is deducted, refund or auto-reversal may depend on payment gateway and bank confirmation. Duplicate payments for the same order will be reviewed and refunded after verification.

💰 Refund After Cancellation

Refund after cancellation is processed only for eligible paid orders. Refund initiation depends on cancellation approval, payment status, order status, gateway confirmation, and fraud/risk checks.

Bank holidays, incorrect payment details, gateway delays, refund review, fraud checks, or payment provider processing may affect the final credit timeline. CapHanu Enterprise can confirm refund initiation, but final bank credit depends on the payment provider.

👛 Wallet, CapCoin, Coupon & Promotional Benefit Cancellation Rules

If an order used CapHanu Wallet, CapCoins, coupons, cashback-style benefits, gift cards, referral rewards, affiliate rewards, free shipping offers, or other promotional benefits, cancellation may cause benefit reversal or adjustment.

• Wallet-paid amount may be returned to wallet after cancellation approval.
• CapCoins used may be restored, reversed, or forfeited depending on campaign rules and expiry.
• CapCoins earned from cancelled orders may be reversed.
• Coupons may not always be reactivated after order cancellation, especially if expired or one-time-use.
• Referral reward, affiliate commission, cashback, VIP benefit, or promotional credit linked to cancelled order may be marked invalid.
• If partial cancellation reduces order value below offer eligibility, related discounts or rewards may be adjusted.

Any reward or credit issued by mistake, duplicate processing, technical issue, self-referral, fake order, coupon abuse, wallet misuse, or suspicious activity may be reversed, blocked, or adjusted.

🎨 Custom, Personalized & Digital Product Cancellation

Custom print, personalized, made-to-order, engraved, designed, manufactured-on-demand, and special procurement items have restricted cancellation once processing starts. These products are created for a specific customer and may not be resold.

• Cancellation may be allowed before design approval, production, printing, procurement, or processing begins.
• Once printing, personalization, production, or special procurement starts, cancellation may be rejected.
• If cancellation is approved after partial work has started, design, production, material, or handling charges may be deducted.
• Customer-provided spelling, image, size, color, logo, or design errors are customer responsibility after confirmation.

Digital products, download files, license keys, templates, digital delivery, and access-based services are generally not cancellable after access link, license, file, or digital delivery is issued. If delivery fails due to technical error, support may provide re-delivery or correction.

🔁 Subscription, Membership & Recurring Service Cancellation

If CapHanu Enterprise offers subscriptions, VIP memberships, seller plans, digital access plans, recurring services, or membership-based benefits, cancellation rules may depend on the plan terms shown at purchase.

• Cancellation may stop future renewals but may not automatically refund past charges.
• Trial plans, introductory offers, promotional memberships, or one-time benefits may have specific rules.
• Benefits already used, consumed, downloaded, credited, or redeemed may be deducted or made non-refundable.
• Seller plans or service plans may require notice period, settlement, or pending dues clearance.

🏢 Bulk, B2B, Wholesale & Special Order Cancellation

Bulk, wholesale, B2B, institutional, reseller, manufacturing, custom quotation, and special procurement orders may have stricter cancellation rules due to volume, procurement cost, negotiated pricing, production planning, seller commitment, and logistics arrangement.

• Cancellation before confirmation may be allowed subject to approval.
• After advance payment, procurement, production, packaging, or dispatch starts, cancellation may be limited or rejected.
• Advance amount may be partially or fully adjusted against procurement, production, packaging, payment gateway, logistics, or handling charges.
• Partial cancellation may be considered where operationally possible.
• Bulk order refunds may be processed as bank refund, wallet credit, store credit, credit note, or adjusted against future orders depending on agreement.

🧾 Partial Cancellation & Multiple Item Orders

If an order contains multiple products, partial cancellation may be allowed only for eligible items that have not reached a non-cancellable stage. Each item may have a separate seller, dispatch status, product rule, or refund rule.

If partial cancellation affects combo offers, free gifts, coupons, free shipping, minimum order value, CapCoins, wallet benefits, referral rewards, or affiliate commission, related benefits may be recalculated, reversed, or adjusted.

🚚 RTO, Failed Delivery & Refused Delivery

If a customer refuses delivery, is repeatedly unavailable, provides wrong address, does not answer delivery calls, rejects COD order without valid reason, or fails delivery verification, the order may be treated as failed delivery or RTO.

• For prepaid RTO orders, refund may be processed after the product returns to seller/warehouse and passes verification.
• Shipping, COD handling, reverse logistics, packaging, or restocking charges may be deducted in customer-caused RTO cases.
• Repeated COD refusal or fake order behavior may restrict COD access or lead to account review.
• For perishable, custom, digital, bulk, or special procurement products, RTO/cancellation may have stricter deductions or rejection.

🛡️ Fraud, Abuse & Risk Control

CapHanu Enterprise may monitor cancellation patterns, payment activity, wallet usage, CapCoin usage, referral activity, affiliate tracking, COD refusal, delivery behavior, device/IP signals, and account history to prevent fake orders, coupon abuse, self-referral, affiliate fraud, wallet misuse, payment manipulation, and operational abuse.

If suspicious activity is detected, CapHanu Enterprise may cancel orders, hold refunds, reverse rewards, restrict COD, block coupons, limit wallet usage, suspend account features, hold seller payouts, reject future orders, or take legal action where necessary.

🧑 Customer Responsibility

Customers are responsible for checking product details, size, color, quantity, price, address, mobile number, payment method, customization content, digital product type, seller terms, and cancellation eligibility before placing an order.

• Raise cancellation requests as early as possible.
• Provide correct order ID, reason, and contact information.
• Do not place fake, duplicate, test, or non-serious orders.
• Do not misuse COD, coupons, wallet, CapCoins, referrals, or affiliate benefits.
• Cooperate with support for payment verification, refund details, and dispute resolution.

⚖️ CapHanu Enterprise Rights

CapHanu Enterprise reserves the right to approve, reject, pause, investigate, cancel, or partially cancel any order based on order status, product type, payment verification, seller response, inventory, logistics, platform risk, fraud signals, legal requirements, or policy compliance.

We may update this Cancellation Policy, define category-specific rules, restrict cancellation rights in specific cases, deduct applicable charges, reverse promotional benefits, restrict accounts with abnormal activity, or take any step necessary to protect customers, sellers, partners, and platform security.

🔄 Policy Updates

CapHanu Enterprise may update this Cancellation Policy from time to time due to operational changes, seller policy changes, product category changes, payment gateway requirements, logistics rules, fraud prevention needs, legal updates, or service improvements.

Updated versions will be published on this page with the latest update date. Continued use of the platform after updates means the user accepts the revised policy. For orders placed before an update, the rules applicable at the time of order placement will generally apply unless legal, safety, fraud, or operational reasons require otherwise.

📩 Contact & Support

For cancellation, payment reversal, failed payment, duplicate payment, COD cancellation, seller order cancellation, wallet adjustment, CapCoin reversal, custom order cancellation, digital product support, bulk order cancellation, or dispute support, customers should contact official CapHanu Enterprise support channels with complete order details.

Please do not share OTP, password, UPI PIN, card details, or unnecessary sensitive information with anyone. Use only official support channels for cancellation and refund help.