Cancellation Policy

Rules and procedures for cancelling product orders and home service bookings on Gletra before fulfilment, including applicable fees and refund eligibility.

Updated June 19, 2026 5 min read Official Gletra Policy

This Cancellation Policy governs how buyers and service customers may cancel confirmed transactions on Gletra before products are shipped or home services are performed. Cancellation rights, fees, and refund outcomes differ between marketplace product orders and home service bookings, and are detailed in the sections below.

Gletra designed this policy to balance buyer flexibility with seller and service provider operational needs. Free cancellation windows are provided wherever practicable. Cancellations outside free windows may incur fees to compensate sellers and providers for preparation costs, reserved inventory, or lost appointment slots.

Cancellation is distinct from return. Once a product has shipped, you cannot cancel the order—you must initiate a return per our Return Policy after delivery. Once a service provider has commenced work at your premises, cancellation converts to a service dispute handled under our Refund Policy.

Sellers and service providers may also cancel orders or bookings under limited circumstances described herein. Seller-initiated cancellations result in full buyer refunds and may trigger seller performance penalties.

Product Order Cancellation by Buyers

Buyers may cancel product orders without penalty before the seller marks the order as shipped or handed to a logistics partner.

Cancellation Windows

Order Status	Cancellation Fee	Refund Amount
Payment confirmed, not yet packed	Free	100% including shipping
Packed, awaiting pickup	Free	100% including shipping
Shipped / in transit	Not cancellable	Initiate return after delivery
Out for delivery	Not cancellable	Refuse delivery or return after receipt

To cancel, go to My Orders, select the order, and tap "Cancel Order." Cancellation is instant for eligible orders and triggers automatic refund processing per our Refund Policy.

Home Service Booking Cancellation by Customers

Service booking cancellations follow time-based rules to respect provider scheduling and travel commitments for electricians, plumbers, carpenters, cleaners, and appliance repair professionals.

Cancellation Fee Schedule

Time Before Appointment	Cancellation Fee	Refund
More than 24 hours	Free	100% of prepaid amount
12–24 hours	15% of booking value	85% refund to wallet or original method
Less than 12 hours	25% of booking value	75% refund
Provider en route or arrived	50% of booking value	50% refund; no-show forfeits full amount

Free rescheduling is available once per booking when requested at least 12 hours before the appointment through the My Bookings section.

Prepaid vs Pay-After-Service Bookings

Prepaid bookings receive refunds per the fee schedule above. Pay-after-service bookings cancelled within the free window incur no charge. Late cancellations of pay-after-service bookings may result in a cancellation fee invoice sent to your Gletra account, deductible from Gletra Wallet or payable at next checkout.

Diagnostic or inspection fees for services such as appliance repair and electrical fault-finding may be non-refundable if the provider has already travelled to your location and performed the assessment, even if you cancel before additional repair work begins.

Seller-Initiated Cancellations

Sellers may cancel orders only when the product is permanently out of stock, the listing contained a manifest pricing error, or fulfilment is impossible due to circumstances beyond the seller's control such as regulatory restrictions or natural disasters.

Buyers receive an automatic full refund including shipping charges
Gletra may issue platform credit of up to INR 200 at its discretion as a goodwill gesture
Repeated seller cancellations affect seller rating, search visibility, and may trigger account review
Buyers may reorder from an alternative seller; Gletra support can assist with equivalent product recommendations

Service Provider Cancellations

Service providers may cancel bookings when unable to perform the service due to emergencies, safety concerns, or skills mismatch identified before arrival. Providers must cancel through the provider app with a documented reason.

Customer receives full refund for provider-initiated cancellations. Gletra automatically reassigns the booking to an available alternative provider where possible. Provider cancellation rates above 5% monthly trigger performance review and potential delisting from Gletra Home Services.

Gletra-Initiated Cancellations

Gletra reserves the right to cancel orders or bookings when fraud is detected, the seller or provider fails verification, the transaction violates our Prohibited Items Policy, or payment authorisation fails after order confirmation. Affected users receive full refunds and explanatory notifications.

Cancellation of Multi-Vendor Orders

Each item in a multi-vendor cart is cancelled independently. Cancelling one item does not affect other items from different sellers. Shipping cost recalculation applies if the remaining order value no longer qualifies for free shipping promotions.

Subscription and Recurring Service Cancellations

Recurring home service subscriptions such as weekly cleaning packages may be cancelled at any time before the next scheduled billing cycle. The current paid period runs to completion unless cancelled more than 48 hours before the next appointment. No partial refunds apply to completed subscription periods.

Cancellation Disputes

If you believe a cancellation fee was applied incorrectly, file a dispute within 48 hours through the Dispute Center with your booking reference and reason. Gletra reviews fee disputes within 3 business days. Approved fee reversals are credited to Gletra Wallet instantly.

Impact on Gletra Wallet and Rewards

When a cancelled order or booking was paid using Gletra Wallet balance and promotional credits, cash top-up portions are refunded to wallet cash balance. Promotional credits used are restored only if the cancellation occurs before the promotional period expires. Cashback earned on cancelled transactions is reversed.

Frequently Asked Questions

No. Once an order is shipped, cancellation is not available. You may refuse delivery where the logistics partner supports this option, or initiate a return request after delivery per our Return Policy. Return eligibility and refund amounts depend on the return reason and product category.

Cancellations more than 24 hours before the appointment are free with full refund. Cancellations 12–24 hours before incur a 15% fee. Cancellations less than 12 hours before incur a 25% fee. If the provider has already arrived at your location, a 50% fee applies. No-show appointments forfeit the full booking amount.

You receive an automatic full refund to your original payment method or Gletra Wallet within the standard refund timeline. Gletra may offer platform credit as compensation. You can search for the same product from another seller or contact support for assistance finding an alternative.

Yes. Each item can be cancelled independently before shipment. Navigate to My Orders, select the specific item from the relevant seller, and cancel. Other items in your order continue processing normally. Refunds for cancelled items are processed separately.

Open My Bookings, select the appointment, and choose "Reschedule." One free reschedule is available when requested at least 12 hours before the original appointment time. Select a new available slot from the provider's calendar. Rescheduling avoids cancellation fees.

Legal Notice

This document forms part of the Gletra Terms of Service. Gletra Technologies Pvt. Ltd. reserves the right to update this policy at any time with reasonable notice. Material changes will be communicated via email, in-app notification, or a prominent notice on our platform. Continued use of Gletra after changes constitutes acceptance of the revised policy. For questions, contact legal@gletra.com.

Questions About This Policy?

Our legal and support teams are here to help.

Contact Legal Team