Cancellation Policy for Shani Mart

Effective Date: September 03, 2026

At Shani Mart (accessible via shanimart.pk and our mobile application), we understand that plans can change. This Cancellation Policy details the rules, timeframes, and terms for canceling orders across our Grocery, Pharmacy, Food, Local Shops, and Parcel delivery services in Muridke.

1. Order Cancellation by Customer

Free Cancellation: Customers can cancel their order free of charge at any time before the order is accepted by the merchant/vendor or before a delivery rider is assigned.

Cancellation After Vendor Acceptance: Once a restaurant starts preparing food, or a vendor has packed customized/fresh items, order cancellation is not permitted. If canceled, a cancellation penalty equal to the order value or food preparation cost may be applied.

Cancellation After Rider Dispatch: If an order is canceled after the delivery rider has already picked up the items or reached the delivery address, the customer will be charged the delivery fee and/or the full order value.

2. Order Cancellation for Parcel Service

Before Pickup: You can cancel a parcel request free of charge before the delivery rider arrives at the pickup address.

After Pickup: Once the parcel is picked up by the rider, the order cannot be canceled. If the sender requests to cancel mid-transit, the parcel will be returned to the pickup location, and two-way delivery charges will apply.

3. Order Cancellation by Shani Mart or Vendors

Shani Mart reserves the right to cancel an order under the following circumstances:

The requested items or medicines are out of stock at partner stores/pharmacies.

The delivery address provided by the customer is incomplete, incorrect, or outside our operational delivery area in Muridke.

The customer is unresponsive via call/SMS when the delivery rider arrives at the destination.

Severe weather conditions, civil disruptions, or unforeseen events preventing safe delivery.

4. Refunds for Canceled Orders

If an order is canceled by Shani Mart or a vendor due to stock unavailability or operational issues, any online prepaid amount will be refunded in full within 3–5 business days.

If an order is canceled by the customer after processing has begun, eligible partial refunds (if applicable) will be credited after deducting operational costs.

5. How to Cancel an Order

To cancel an order, navigate to the "My Orders" section in the Shani Mart app and tap "Cancel Order", or contact our customer support immediately with your Order ID:

Email: support@shanimart.pk

Website: https://shanimart.pk