In summary: You can cancel a product order for free before it is dispatched. After dispatch, you may refuse delivery (return shipping may be deducted) or use the Returns & Refunds Policy. Subscriptions can be cancelled any time and remain active until the end of the paid period.
1. Scope
This Cancellation Policy applies to all orders, subscriptions, service bookings, and recurring plans on the West Velocity Platform operated by Poonthottathil Gardenz Fresh LLP ("PGF LLP", LLPIN AAZ-5387) and is published in conjunction with the Returns & Refunds Policy and the Shipping & Delivery Policy.
2. Cancellation by buyer
- Before dispatch: You may cancel free of charge from My Orders → Cancel. A full refund will be processed to the original payment method within the timelines in the Returns & Refunds Policy.
- After dispatch but before delivery: Cancellation is treated as a return. You may refuse the parcel at delivery. Forward and return shipping costs may be deducted from your refund.
- After delivery: Use the return process under the Returns & Refunds Policy.
3. Cancellation by seller
A seller may cancel an order before dispatch where:
- The item is out of stock or discontinued;
- There is a clear pricing or listing error;
- The buyer's address is unserviceable;
- Fraud or sanctions screening flags the order;
- Required compliance documents (for restricted goods) cannot be provided.
In all such cases the buyer receives a full refund to the original payment method, processed within 7 business days. Sellers may not cancel without a valid reason; repeated bad-faith cancellations are penalised under the Seller Terms.
4. Cancellation by PGF LLP
We may cancel an order for any of the following reasons:
- Suspected fraud, payment dispute, or sanctions concern;
- Violation of these Terms or Community Guidelines;
- Force majeure (natural disaster, government order, carrier disruption);
- Court order or law-enforcement direction.
You will be notified by email and refunded in full where the order is cancelled before fulfilment.
5. Non-cancellable items
The following cannot be cancelled once production has commenced or the service has been rendered:
- Made-to-order, customised, engraved, or laser-marked items;
- Printed brochures, labels, signage, or stamps after artwork has been approved;
- Marking-service work after the job has commenced;
- Digital content, software licences, or downloads after access has been granted;
- Event tickets within 24 hours of the event start time.
6. Subscriptions, plans & recurring services
- You may cancel any subscription or recurring plan from Account → Subscriptions at any time.
- Cancellation takes effect at the end of the current billing period; you retain access until then.
- No pro-rata refunds for the unused portion of the current period, unless the cancellation is for a defective or non-delivered service.
- Auto-renewal can be turned off independently of cancellation.
7. Bookings (printing, marking, design services)
- Before artwork approval: cancel for a full refund.
- After artwork approval but before production: a design fee (typically 10–25% of the order value) may be deducted, as disclosed at the time of booking.
- After production has commenced: non-cancellable.
- For on-site marking or installation services, cancellations within 48 hours of the scheduled date may attract a mobilisation/site-visit fee, as agreed in the service quote.
8. Refund of cancelled orders
Refunds for cancelled orders follow the same method and timelines as the Returns & Refunds Policy (§7). UPI / wallet refunds typically reflect within 24 hours; card refunds within 5–10 business days subject to the issuing bank.
9. How to cancel
- Sign in and go to My Orders (or Account → Subscriptions for recurring plans).
- Locate the item and click Cancel.
- Select a reason and confirm.
- You will receive a cancellation confirmation by email within minutes.
If the in-app option is unavailable, write to support@west-velocity.com with your order ID and reason.
10. Contact
- Cancellation support: support@west-velocity.com
- Grievance Officer: Mr. Shabeer Mohammed Poonthottathil — grievance@west-velocity.com
- Phone (India): +91 95261 51069
By placing an order or subscribing on the Platform, you accept this Cancellation Policy.