Refunds and cancellations
Last updated: 11 October 2026
Cancelling an order
- Before the shop starts packing you can cancel from the order screen, free of charge.
- Once the shop is packing or the order is on the way, it can't be cancelled from the app, because the shop has already spent time and stock on it. If something is wrong, use the order chat or "Report".
- If your order is 15 minutes or more past its promised time, you can cancel for free at any stage, even while it's on the way.
When the shop can't do the order
- If the shop declines your order, it's cancelled and you're told why.
- If an item isn't available, the shop removes it and the total goes down. You choose to continue with the rest or cancel the whole order.
- If the shop couldn't deliver (for example nobody answered at the door), the order is closed and you're told.
Refunds
Cash orders
You pay the rider or the shop only when you receive your order, and only for what you receive. There is nothing to refund for cash orders.
Wallet orders
If a wallet order is cancelled or declined, or items are removed, the money goes back into your Ghar Tak wallet automatically, straight away. Bonus credit you used goes back as bonus credit.
Coupons
If an order with a coupon is cancelled or declined, the coupon can be used again.
Late-delivery credit
If an order is delivered 15 minutes or more after the time the shop promised, we add Rs 50 bonus credit to your Ghar Tak wallet. It's valid for 14 days, and you can get it at most twice a week. Bonus credit is spent before your own balance and can't be withdrawn as cash.
Your wallet balance
Money you add to your wallet can be used for any order. If you want unused money back, contact us and we'll send it to your JazzCash or Easypaisa account. Bonus credit from Ghar Tak (gifts, cashback, late-delivery credit) can't be paid out as cash.
Problems with what you received
Wrong, missing or damaged items are first between you and the shop: use the order chat. If you can't sort it out, use "Report" on the order and our team will look into it.
Contact
Email connect@getghartak.app or WhatsApp +92 318 1906987.