Cancellation policy

This website is operated by Mochalo Pet Gourmet Technologies Private Limited with the brand name “MOCHALO”.

Cancellation initiated by customers 

• • As per Policy, the Customer will not be able to cancel the order once placed through the website. 

• • If in case the customer wants to cancel the order, the Customer will have to contact Customer Care at +91-9902202686 or email us at wecare@chocolate-squid-475618.hostingersite.com. However, Mochalo reserves the right to deny any refund to the Customer pursuant to a cancellation initiated by the Customer.

Cancellation initiated by Mochalo

Mochalo reserves the right to collect operational fees for the orders constrained to be canceled by Mochalo on behalf of the customer for reasons not attributable to Mochalo or its associates, including but not limited to 

1. 1. In the event, that the address provided by the customer is either wrong or falls outside the delivery zone 

1. 1. Failure to contact the customer by phone or email at the time of delivering the order 

1. 1. Failure to deliver the order due to lack of information, direction, or authorization from the customer at the time of delivery 

1. 1. In the unlikely event of an item in the order being unavailable, Mochalo will contact the customer on the phone number provided to us and inform the customer of such unavailability. In such an event, the customer may choose to modify the order and shall be entitled to a refund of the unavailable product’s final price after the discount, if applicable, or cancel the entire order and shall be entitled to a refund to an amount up to 100% of the Order value. No additional charges will be applied to such transactions

Refund policy

As a Policy, Mochalo discourages any return and refund requests.

• • However, the customer shall be eligible to get the REFUND under the following conditions.

• • If the package has been tampered with or damaged at the time of delivery, as confirmed by Mochalo Personnel post thorough evaluation basis the quality parameters established by the company, in its sole discretion.

• • If the wrong item has been delivered to customer which does not match with the Item for which the customer had initiated a transaction on the Platform.

• • Mochalo has initiated the cancellation of the order due to reasons outlined under the cancellation policy; Cancellation initiated by Mochalo – clause 4.

• • Mochalo does not support the RETURN of the order once delivered due to its adherence to superior hygiene & and food safety standards. In case if any product does not live up to the expectations of customer satisfaction, Mochalo recommends the customer to discard & and dispose of the same in an appropriate fashion that is not only environmentally friendly but also adheres to the social waste disposal etiquette. 

• • Customers are requested to notify of any order and/or product-related concerns within 24 hours after the order has been delivered to them via email to wecare@chocolate-squid-475618.hostingersite.com or call our customer delight cell at +91-9902202686.  We promise to revert within 24 working hours. 

• • All refund amounts shall be credited to the customer’s account in 7 working days as per the payment mechanism of the customer’s choice.

• Mochalo’s decision on refunds shall be final and binding.