Cancellation Policy

Version: 1.0

Effective Date: 12 July 2026

Last Updated: 12 July 2026

1. Introduction

This Cancellation Policy ("Cancellation Policy" or "Policy") forms an integral part of the Terms & Conditions governing the use of Ayuvani's website, applications, products, and services. It establishes the terms under which customers may request cancellation of orders placed through Ayuvani and the circumstances under which Ayuvani may cancel an order in accordance with applicable law, operational requirements, product availability, regulatory obligations, or risk management considerations.

Ayuvani is committed to maintaining a fair, transparent, and efficient order management process that balances customer convenience with the operational realities associated with the sale and distribution of Ayurvedic medicines, Homeopathic medicines, herbal supplements, wellness products, personal care products, healthcare devices, and other products available through its platform.

By placing an order through Ayuvani, the customer acknowledges having read, understood, and agreed to this Cancellation Policy together with all other applicable legal policies published on the platform.

Nothing contained in this Policy shall limit any statutory rights available to consumers under applicable law.

2. Scope of this Cancellation Policy

This Policy governs cancellation requests relating to all purchases made through Ayuvani's digital platforms, including but not limited to:

1. Website purchases;
2. Mobile applications introduced by Ayuvani in the future;
3. Orders placed through customer support representatives;
4. Orders placed through WhatsApp Business channels where officially supported;
5. Promotional campaigns conducted by Ayuvani;
6. Subscription-based purchases introduced in future;
7. Marketplace transactions introduced by Ayuvani, where specifically stated.

This Policy applies from the moment an order is successfully placed until the order reaches a status where cancellation is no longer operationally feasible or legally permissible.

This Policy should be read together with:

1. Terms & Conditions;
2. Return Policy;
3. Refund Policy;
4. Shipping Policy;
5. Privacy Policy.

In the event of any inconsistency between this Policy and any mandatory provision of applicable law, the applicable law shall prevail to the extent of such inconsistency.

3. Definitions

Unless the context otherwise requires, the following expressions shall have the meanings assigned below.

"Ayuvani"

Means the owner and operator of the Ayuvani website, applications, services, and associated business operations.

"Customer"

Means any individual, legal entity, organisation, or authorised representative placing an order through Ayuvani.

"Order"

Means a request submitted by a customer to purchase one or more products available through Ayuvani.

An Order shall be deemed to exist only after successful submission through the platform and generation of a valid Order Identification Number.

"Cancellation"

Means the withdrawal of an order before completion of the sale transaction through successful delivery of the purchased products.

Cancellation may be initiated either:

1. by the Customer; or
2. by Ayuvani.

"Business Day"

Means any day other than Sundays or officially recognised public holidays during which Ayuvani ordinarily conducts business operations.

"Dispatch"

Means the stage at which products have been handed over to an authorised logistics or courier partner for transportation to the customer.

"Packaging"

Means the stage during which products have been picked, quality checked, securely packed, labelled, invoiced, and prepared for dispatch.

"Force Majeure Event"

Means any event beyond the reasonable control of Ayuvani, including but not limited to natural disasters, floods, earthquakes, pandemics, epidemics, governmental restrictions, strikes, labour disruptions, cyber incidents, transportation failures, war, civil unrest, or other unforeseen circumstances materially affecting business operations.

4. Order Confirmation

Submission of an order by a customer does not automatically constitute acceptance of the order by Ayuvani.

An order shall be deemed accepted only after successful completion of internal verification processes, which may include:

1. inventory verification;
2. payment verification;
3. fraud prevention screening;
4. pricing validation;
5. regulatory compliance checks;
6. operational feasibility assessment.

Following successful verification, Ayuvani shall issue an order confirmation through available communication channels, including email, SMS, WhatsApp, or customer account notifications.

The issuance of an order confirmation acknowledges that the order has entered the fulfilment process. However, Ayuvani reserves the right to cancel the order thereafter in circumstances specifically permitted under this Policy.

Customers are responsible for reviewing all order details, including:

1. product names;
2. quantities;
3. delivery address;
4. contact information;
5. payment method;
6. applicable pricing.

Any discrepancy should be reported immediately through the official customer support channels.

5. Customer's Right to Request Cancellation

Subject to the provisions contained in this Policy, customers may request cancellation of an order before the order reaches a stage where cancellation is no longer reasonably practicable.

Cancellation requests shall be considered in good faith and processed having regard to:

1. operational status of the order;
2. packaging status;
3. dispatch status;
4. regulatory restrictions;
5. product characteristics;
6. applicable law;
7. contractual obligations with logistics partners.

Submission of a cancellation request shall not automatically result in cancellation of the order.

Ayuvani shall review each request individually and determine whether cancellation remains operationally feasible.

Customers are encouraged to submit cancellation requests immediately upon discovering that an order is no longer required.

Delay in submitting cancellation requests may significantly reduce the possibility of successful cancellation.

6. Orders Eligible for Cancellation

Subject to operational feasibility, the following categories of orders are generally eligible for cancellation:

6.1 Newly Placed Orders

Orders that have been successfully placed but have not entered the packaging process.

6.2 Pending Payment Verification

Orders awaiting payment confirmation, fraud verification, or payment gateway authorisation.

6.3 Inventory Verification Stage

Orders awaiting confirmation of product availability.

6.4 Administrative Review

Orders temporarily held for manual verification by Ayuvani.

6.5 Duplicate Orders

Where customers have accidentally placed multiple identical orders due to technical issues, payment delays, browser refreshes, or user error.

Such cancellation requests should be reported promptly after order placement.

6.6 Incorrect Delivery Details

Customers may request cancellation where incorrect delivery information has been provided and modification is no longer technically possible.

6.7 Pricing Review

Orders placed while pricing discrepancies are under review may remain eligible for cancellation pending verification.

7. Orders Not Eligible for Cancellation

Certain categories of orders may become ineligible for cancellation owing to operational, regulatory, contractual, or legal reasons.

Without limitation, cancellation may be declined where:

7.1 Packaging Has Been Completed

Where products have already undergone quality verification, secure packaging, invoice generation, and shipment preparation.

7.2 Products Have Been Dispatched

Once an order has been handed over to the logistics partner, cancellation may no longer be possible.

Customers may instead become eligible to initiate a return, subject to the Return Policy.

7.3 Regulatory Restrictions Apply

Applicable law may prohibit cancellation of specific categories of regulated healthcare or wellness products after particular stages of fulfilment.

7.4 Hygiene-Sensitive Products

Products sealed for health, hygiene, or safety reasons may become non-cancellable once packaging operations have commenced.

7.5 Perishable Products

Where Ayuvani introduces products having limited shelf life, temperature-controlled storage requirements, or rapid perishability, cancellation rights may be restricted after processing has begun.

7.6 Promotional or Limited-Quantity Products

Products purchased during limited stock campaigns, exclusive launches, clearance sales, or time-sensitive promotional events may carry modified cancellation conditions disclosed at the time of purchase.

7.7 Fraudulent Activities

Cancellation requests submitted in connection with suspected fraudulent transactions, abuse of promotional programmes, repeated order manipulation, or misuse of platform services may be declined.

Ayuvani reserves the right to conduct appropriate verification before processing such requests.

8. Cancellation After Packaging

Packaging represents a significant operational stage in Ayuvani's order fulfilment process.

Once an order enters packaging, Ayuvani may have already incurred costs associated with:

1. inventory allocation;
2. quality inspection;
3. batch verification;
4. expiry validation;
5. secure packaging;
6. invoice generation;
7. shipping label preparation;
8. logistics scheduling.

Accordingly, cancellation requests received after packaging has commenced shall be evaluated on a case-by-case basis.

Ayuvani shall use commercially reasonable efforts to accommodate genuine customer requests where operationally feasible. However, Ayuvani shall not be obligated to interrupt packaging operations where doing so would adversely affect inventory integrity, regulatory compliance, quality assurance procedures, or logistics commitments.

Acceptance or rejection of such requests shall remain at Ayuvani's sole operational discretion, exercised reasonably and in good faith.

9. Cancellation After Dispatch

Once an Order has been dispatched and entrusted to an authorised logistics or courier partner, the Order shall ordinarily cease to be eligible for cancellation.

Dispatch signifies that the Order has completed Ayuvani's internal processing and has entered the delivery network operated by an independent logistics service provider. At this stage, inventory has been permanently allocated, regulatory checks have been completed, shipping documentation has been generated, and transportation costs have been incurred.

Accordingly, cancellation requests received after dispatch cannot ordinarily be accommodated.

Where operationally feasible and permitted by the logistics provider, Ayuvani may, at its sole discretion, attempt to intercept or recall a shipment. Such attempts shall constitute a goodwill measure only and shall not create any contractual obligation on the part of Ayuvani.

If interception or recall is unsuccessful, the Customer may, where eligible, seek relief under the applicable Return Policy following delivery of the Order.

Refusal to accept delivery without prior approval from Ayuvani shall not automatically entitle the Customer to cancellation, refund, or waiver of applicable shipping or handling charges.

10. Cancellation Due to Regulatory Restrictions

Ayuvani distributes products that may be subject to statutory, regulatory, public health, or industry-specific restrictions.

Accordingly, Ayuvani reserves the right to restrict or prohibit cancellation of Orders where cancellation would be inconsistent with:

1. applicable laws or regulations;
2. directions issued by governmental or regulatory authorities;
3. pharmaceutical or healthcare distribution standards;
4. public health requirements;
5. quality assurance protocols;
6. product traceability obligations;
7. product recall procedures.

Where regulatory obligations require preservation of product integrity, batch traceability, or controlled distribution records, Ayuvani may decline cancellation notwithstanding any contrary request from the Customer.

Nothing contained in this Policy shall limit Ayuvani's obligation to comply with mandatory legal or regulatory requirements.

11. Prescription-Based Products (Future Ready)

Ayuvani may, in the future, offer prescription-based medicines, regulated healthcare products, or products requiring professional medical authorisation.

Where such products are introduced, additional cancellation conditions may apply, including:

1. mandatory prescription verification;
2. pharmacist review;
3. regulatory compliance checks;
4. restrictions imposed by applicable pharmaceutical legislation;
5. controlled dispensing procedures.

Following completion of prescription verification or commencement of regulated fulfilment processes, cancellation rights may be restricted or excluded where required by applicable law or recognised pharmaceutical practice.

Ayuvani reserves the right to publish supplementary policies governing prescription products should such services be introduced.

12. Pricing Errors and Product Information Discrepancies

While Ayuvani endeavours to ensure the accuracy of all product information, pricing, promotional offers, discounts, inventory availability, and related content, inadvertent errors may occasionally occur.

Ayuvani reserves the right to cancel any Order where:

1. an incorrect selling price has been displayed due to technical malfunction;
2. promotional discounts have been applied in error;
3. inventory information is materially inaccurate;
4. duplicate catalogue entries have resulted in erroneous pricing;
5. system failures have generated unintended offers;
6. human error has materially affected published information.

Where reasonably practicable, Ayuvani may notify the Customer and provide an opportunity to proceed with the Order at the correct price.

Where such correction is not operationally feasible or accepted by the Customer, the Order may be cancelled and any eligible payment shall be refunded in accordance with the Refund Policy.

Ayuvani shall not be obligated to honour pricing that is manifestly erroneous or clearly inconsistent with prevailing market conditions.

13. Duplicate Orders

Customers may inadvertently place duplicate Orders due to repeated clicks, browser refreshes, delayed payment confirmations, internet connectivity interruptions, or technical issues.

Where duplicate Orders are reported promptly and prior to dispatch, Ayuvani shall make commercially reasonable efforts to cancel the unintended duplicate Order.

Ayuvani may require verification before processing such requests, including confirmation of:

1. Order Identification Numbers;
2. payment references;
3. Customer identity;
4. transaction timestamps.

Where duplicate Orders have already entered dispatch or delivery stages, cancellation may no longer be possible and the applicable Return Policy shall govern any subsequent request.

Ayuvani reserves the right to distinguish genuine duplicate transactions from fraudulent attempts to manipulate promotional benefits or inventory allocation.

14. Failed Payment Transactions

An Order shall not ordinarily be processed until successful confirmation of payment, except where Cash on Delivery or other approved deferred payment methods are available.

Where payment authorisation fails, is declined, expires, or cannot be verified, Ayuvani may:

1. cancel the pending Order;
2. suspend processing;
3. request an alternative payment method;
4. seek additional verification;
5. reject the transaction.

Cancellation arising solely from payment failure shall not constitute a breach of contract by Ayuvani.

Where payment has been debited but confirmation has not been received due to banking or gateway delays, Ayuvani shall make reasonable efforts to reconcile the transaction before determining whether cancellation is appropriate.

15. Fraud Prevention Measures

Ayuvani maintains systems designed to identify and prevent fraudulent transactions, abuse of promotional offers, payment irregularities, account compromise, identity misuse, and other activities that may adversely affect Customers or business operations.

Accordingly, Ayuvani reserves the right to suspend, investigate, or cancel any Order where reasonable grounds exist to believe that:

1. payment information is unauthorised;
2. identity verification cannot be completed;
3. unusual purchasing behaviour has been detected;
4. multiple accounts are being used improperly;
5. promotional programmes are being abused;
6. chargeback risks are elevated;
7. regulatory concerns arise;
8. fraudulent intent is reasonably suspected.

Ayuvani may request additional documentation or verification before processing such Orders.

Failure to provide requested information within a reasonable period may result in cancellation.

Nothing contained herein shall prejudice Ayuvani's right to report suspected unlawful activity to competent authorities where legally appropriate.

16. Ayuvani-Initiated Cancellation

Ayuvani reserves the right to cancel an Order where reasonably necessary to protect Customers, comply with legal obligations, maintain operational integrity, or prevent commercial loss.

Without limitation, Ayuvani may cancel an Order under circumstances including:

1. product unavailability;
2. discontinued inventory;
3. inventory discrepancies;
4. failed quality inspection;
5. manufacturing recalls;
6. regulatory restrictions;
7. payment verification failure;
8. incorrect pricing;
9. logistical impossibility;
10. fraud prevention;
11. duplicate processing;
12. force majeure events;
13. legal prohibitions.

Where an Order is cancelled by Ayuvani after payment has been successfully received, any eligible refund shall be processed in accordance with the Refund Policy.

Ayuvani shall make reasonable efforts to notify the Customer of such cancellation using available communication channels.

17. Cancellation Due to Force Majeure

Ayuvani shall not be liable for failure to fulfil or complete an Order where performance is prevented, delayed, or rendered commercially impracticable by a Force Majeure Event.

Such events may include, without limitation:

1. natural disasters;
2. earthquakes;
3. floods;
4. fires;
5. epidemics;
6. pandemics;
7. governmental restrictions;
8. war;
9. civil disturbances;
10. labour strikes;
11. transportation disruptions;
12. cyber security incidents;
13. utility failures;
14. interruptions affecting payment infrastructure;
15. acts beyond Ayuvani's reasonable control.

During the continuation of a Force Majeure Event, Ayuvani may suspend, postpone, modify, or cancel affected Orders without incurring liability beyond obligations imposed by applicable law.

18. Refund Following Cancellation

Where an Order is validly cancelled in accordance with this Policy and a refund is payable, such refund shall be processed strictly in accordance with the Ayuvani Refund Policy.

Refund eligibility shall depend upon factors including:

1. stage of Order processing;
2. payment status;
3. applicable regulatory requirements;
4. product category;
5. operational expenses already incurred;
6. applicable contractual obligations.

Refund timelines may vary depending upon:

1. original payment method;
2. banking institutions;
3. payment gateway processing;
4. verification requirements.

Cancellation of an Order does not automatically guarantee entitlement to a refund.

Refund eligibility shall always be determined in accordance with the Refund Policy and applicable law.

19. Limitation of Liability

To the maximum extent permitted under applicable law, Ayuvani shall not be liable for any indirect, incidental, consequential, exemplary, punitive, or special damages arising out of or relating to:

1. cancellation of Orders;
2. delayed cancellation requests;
3. refusal of cancellation;
4. regulatory restrictions;
5. inventory shortages;
6. pricing corrections;
7. payment failures;
8. logistical interruptions;
9. force majeure events;
10. third-party courier delays.

Nothing contained in this Policy shall exclude liability that cannot lawfully be excluded under applicable law.

20. Policy Interpretation

This Cancellation Policy shall be interpreted harmoniously with Ayuvani's:

1. Terms & Conditions;
2. Privacy Policy;
3. Return Policy;
4. Refund Policy;
5. Shipping Policy.

In the event of inconsistency, the document specifically governing the relevant subject matter shall prevail to the extent of such inconsistency.

21. Amendments to this Policy

Ayuvani reserves the right to amend, modify, replace, or update this Cancellation Policy from time to time in response to changes in:

1. applicable laws;
2. judicial decisions;
3. regulatory guidance;
4. operational requirements;
5. product categories;
6. technological developments;
7. business practices.

Updated versions shall become effective upon publication unless otherwise required by applicable law.

Continued use of Ayuvani following publication of an updated Cancellation Policy shall constitute acceptance of the revised version.

22. Governing Law and Jurisdiction

This Cancellation Policy shall be governed by and construed in accordance with the laws of the Republic of India.

Any dispute arising out of or relating to this Policy shall, subject to applicable law, be subject to the exclusive jurisdiction of the competent courts located in New Delhi, India.

23. Contact Information

Questions relating to cancellation requests may be directed to:

Ayuvani

Website: https://www.ayuvani.com

Customer Support Email: support@ayuvani.com

Customer Support Number: +91-9873566929

Business Hours:

Monday to Saturday

10:00 AM to 6:00 PM (Indian Standard Time)

24. Severability

If any provision of this Cancellation Policy is held to be invalid, illegal, or unenforceable by a court or competent authority, such provision shall be interpreted to the maximum extent permissible under applicable law, and the remaining provisions shall continue in full force and effect.

25. Entire Cancellation Policy

This Cancellation Policy constitutes the complete understanding between Ayuvani and its Customers with respect to the cancellation of Orders placed through Ayuvani's digital platforms and supersedes any prior cancellation notices, statements, or policies relating to the same subject matter.

Nothing contained herein shall prejudice any statutory rights available to consumers under applicable law.