SmartGreen Aquaculture · Cancellation Policy

SMARTGREEN AQUACULTURE

CANCELLATION POLICY

Effective date: 05 January 2026 · Version 1.5

This Policy forms part of our Terms & Conditions. Because our fish is often harvested, cut and packed specifically for your order, the point at which you can cancel depends on how far processing has progressed.

1. Cancellation at a glance

Order stage	Can you cancel?	Deduction	Refund treatment
Before we send "Order Confirmed" (offer stage)	Yes	None	Full refund of any amount paid
After "Order Confirmed", before processing begins (and within 2 hours of confirmation)	Yes	None	Full refund
After harvesting / cutting / cleaning / portioning / custom prep / packing / dispatch begins	No (made-to-order, non-resalable)	—	Not cancellable; statutory rights preserved
Pre-orders	Until 24 hours before the stated processing/dispatch date	None	Full refund
Same-day orders	Very limited — processing may begin shortly after confirmation	None if before processing	Full refund if before processing
We cancel (reasons not your fault)	—	None	Full refund (price + taxes + delivery) or replacement/reschedule

 

2. Cancellation before order acceptance

2.1 Until we send the "Order Confirmed" communication, your order is an offer and you may cancel it for a full refund of any amount paid.

3. Cancellation after acceptance but before processing

3.1 After "Order Confirmed", you may cancel free of charge until we begin processing your order or within 2 hours of the confirmation, whichever is earlier. For same-day orders, processing may begin shortly after confirmation, so the window may be short.

4. After processing or dispatch begins

4.1 Cancellation may be refused once we have, for your order, begun harvesting, slaughtering, cutting, filleting, portioning, custom preparation or packing, or once the order has been dispatched, because such products may not be safely or commercially resalable. This cut-off is shown before payment.

5. Custom-cut and made-to-order products

5.1 Custom cuts and made-to-order products cannot be cancelled once processing begins, for the reason in clause 4.

6. Pre-orders

6.1 Pre-orders may be cancelled until 24 hours before the communicated processing or dispatch date, for a full refund.

7. Subscriptions / recurring orders

7.1 Subscriptions and recurring deliveries are not offered at launch. If introduced, they will be governed by separate terms covering recurring charges, renewal, frequency, pause/cancellation, failed payments, price changes and reminder notices [SUBSCRIPTION TERMS URL].

8. Same-day delivery orders

8.1 See clause 3.1 — the free-cancellation window for same-day orders is short because processing starts quickly.

9. How to cancel

9.1 Request cancellation through your Website account or order page, or by email (Info@smartgreenaquaculture.com), phone or WhatsApp (+91-8001231230). Please provide your order number, registered phone/email and the reason.

10. When a request is treated as received

10.1 A cancellation request is treated as received when it reaches us through one of the channels in clause 9. It is only complete once we confirm whether processing has begun and whether the cancellation is accepted. We aim to confirm within one business hour during Customer Care operating hours.

11. Cancellation charges

11.1 We do not charge a cancellation fee where cancellation is accepted before processing begins. We will not pass on payment-gateway deductions unless this is legally permissible, disclosed and an amount we have actually incurred — consistent with the Consumer Protection (E-Commerce) Rules, 2020.

12. Customer-requested modifications

12.1 You may request changes to an order until processing begins, subject to availability, delivery feasibility, price adjustment and payment of any approved additional amount. Once processing, packing or dispatch has begun, changes may not be possible.

13. Cancellation by SmartGreen

13.1 We may cancel an order for legitimate reasons, including: product unavailability; product quality failure; a food-safety concern; delivery-service limitation; payment failure; suspected fraud; an incorrect listing or obvious pricing error; force majeure; or a legal or regulatory restriction.

14. Refunds when we cancel

14.1 Where we cancel for reasons not attributable to you, we refund the entire product price, applicable taxes and the delivery fee to your original payment method, or, if you prefer, provide a replacement or rescheduled delivery.

15. Delivery fees, coupons and promotions

15.1 Where you validly cancel before processing, we refund the amount actually paid, refund the delivery charge if the whole order is cancelled before dispatch, restore a reusable coupon where technically possible, do not convert a non-cash discount into cash, and recalculate minimum-order and promotional eligibility for any partial cancellation.

16. Failed delivery is not cancellation

16.1 A failed delivery caused by your unavailability, an incorrect address, refusal without a valid defect, or blocked access is handled under the Terms (clause 26) and the Refund & Replacement Policy, not as a free cancellation. For made-to-order products that cannot be safely resold, the product price may be non-refundable in such cases.

17. Refund timelines

17.1 Approved cancellation refunds are initiated within 3–5 business days; your bank/provider may take a further 5–10 business days to credit them.

18. Grievance escalation

18.1 If you are not satisfied, escalate to our Grievance Officer, Mr. Ajay Kumar (ajay@smartgreenaquaculture.com · +91-8001231230), who acknowledges within 48 hours and endeavours to resolve within one month. Your statutory rights are preserved.

SmartGreen Aquaculture Private Limited · CIN U15120TG2019PTC134882 · FSSAI 13622999000032 · www.smartgreenaquaculture.com