Order Cancellation and Reschedule Policy

Effective Date: 06-10-2026

These terms and conditions govern the Masaa.shop Order Cancellation and Reschedule Policy. By placing an order through Masaa.shop, the customer (“You”, “Your” or “Customer”) agrees to abide by the terms and conditions outlined in this policy.

Masaa.shop provides fresh seafood delivery in selected serviceable areas of Maharashtra. Our standard delivery time is generally 90–120 minutes, subject to product availability, delivery location, traffic, weather, and other operational conditions.

1. Cancellation of Orders

Due to the fresh and perishable nature of our seafood products, orders may be processed, prepared, packed, and dispatched shortly after they are placed.

1.1 Cancellation by the Customer

Customers may cancel their order free of charge within 5 minutes of placing the order, provided the order has not already been processed, prepared, packed, or dispatched.

Cancellation requests made after this period may be subject to a cancellation charge of up to 100% of the order value, depending on the status of the order and the costs already incurred by Masaa.shop.

Once an order has been prepared, packed, or dispatched, cancellation may not be possible.

1.2 Cancellation Due to Customer-Related Reasons

Masaa.shop may cancel an order and/or charge applicable costs where delivery cannot be completed due to reasons attributable to the customer, including but not limited to:

• Incorrect or incomplete delivery address.
• Delivery address outside the Masaa.shop serviceable area.
• Incorrect or unreachable contact number.
• Customer being unavailable at the time of delivery.
• Failure to provide necessary delivery instructions.
• Failure to provide access or directions required for delivery.
• Refusal to accept the order without a valid reason.
• Any other circumstances that prevent successful delivery due to information or actions provided by the customer.

In such circumstances, Masaa.shop may charge up to 100% of the order value, depending on the circumstances and the status of the order.

1.3 Cancellation by Masaa.shop

Masaa.shop reserves the right to cancel an order when reasonably necessary, including in circumstances such as:

• Seafood or other products becoming unavailable.
• Unexpected operational issues.
• Delivery restrictions in the customer's area.
• Payment failure or payment-related issues.
• Technical errors on the website.
• Incorrect product or pricing information.
• Severe weather or traffic conditions.
• Events beyond our reasonable control.
• If Masaa.shop cancels an order for reasons attributable to Masaa.shop and payment has already been received, the applicable amount will be refunded to the customer through the relevant payment method.

2. Rescheduling of Orders

Masaa.shop primarily provides fresh seafood delivery within an estimated 90–120 minute delivery window.

Customers may request to reschedule or change their delivery before the order has been prepared or dispatched, subject to availability.

Rescheduling requests are not guaranteed and will depend on:

• Product availability.
• Delivery capacity.
• Delivery location.
• Order preparation status.
• Availability of an appropriate delivery slot.

Once an order has been prepared, packed, or dispatched, rescheduling may not be possible.

Any approved rescheduling will be confirmed by Masaa.shop through customer support or the applicable communication channel.

3. Delivery Delays

Masaa.shop aims to deliver eligible orders within 90–120 minutes.

However, this is an estimated delivery timeframe and may be affected by:

• Traffic and road conditions.
• Weather conditions.
• High order volumes.
• Seafood preparation time.
• Delivery partner availability.
• Technical or operational issues.
• Incorrect delivery information.
• Events or circumstances beyond our reasonable control.

A delay beyond the estimated delivery time does not automatically qualify the customer for cancellation or a refund.

Customers experiencing a significant delivery delay may contact Masaa.shop customer support for assistance.

4. Refunds for Cancelled Orders

Where a cancelled order is eligible for a refund, Masaa.shop will process the applicable refund through the original payment method or another appropriate payment method.

The time required for the refund to reach the customer's account may depend on the payment gateway, bank, card issuer, or other payment service provider.

Orders cancelled after the permitted cancellation period or after preparation/dispatch may not be eligible for a full refund.

5. Misuse of Cancellation or Rescheduling Policy

Masaa.shop reserves the right to take appropriate action where it reasonably believes that a customer is repeatedly or intentionally misusing the cancellation, refund, or rescheduling policy.

Such action may include:

• Restricting cancellation privileges.
• Cancelling future orders.
• Suspending or restricting an account.
• Refusing future orders.
• Recovering applicable costs or charges.

Any such action will be taken in accordance with applicable law.

6. Amendments to This Policy

Masaa.shop reserves the right to change, amend, add, remove, or modify this Order Cancellation and Reschedule Policy at any time.

Any changes will be published on this page and the Effective Date will be updated accordingly.

Customers are encouraged to review this policy periodically to remain informed about the current cancellation and rescheduling terms.

7. Contact Us

If you have any questions or require assistance regarding order cancellation, rescheduling, refunds, or delivery, please contact the Masaa.shop Customer Support Team.

Website: Masaa.shop
Email: patiladityaraj11@gmail.com
Phone: 883 045 6837

By placing an order through Masaa.shop, you acknowledge that you have read, understood, and agreed to the terms outlined in this Order Cancellation and Reschedule Policy.

Last Updated: 06-10-2026