Last Updated: 1 November 2025
This Cancellation Policy explains how order cancellations work on Platiko.
Platiko connects customers with restaurants, stores, service providers, and delivery partners. Cancellation rules may vary depending on the type of order and the status of preparation or dispatch.
Users may cancel an order before it is accepted by the merchant or service provider.
Once an order is accepted, cancellation depends on preparation, packing, or dispatch status.
Platiko or merchants may cancel orders due to availability issues, operational challenges, or safety concerns.
If a cancellation is approved, refunds (if applicable) will follow the Refund Policy.
Food orders can be cancelled only before the restaurant begins preparing the food.
Restaurant has not yet accepted the order
Preparation has not started
Payment issues or incorrect items appear in the order summary
Food preparation has already begun
The delivery partner has picked up the order
You entered a wrong address
You are unavailable at the delivery location
Groceries and essentials can be cancelled only if:
The order has not been packed
The merchant has not accepted the order
Items are unavailable and merchant declines the order
After packing or dispatch
For immediate-use/perishable items once processed
If delivery partner is already en route
Medicines are sensitive items and follow strict rules.
Before the pharmacy confirms the order
If a product is unavailable
After medicines are prepared, packed, or dispatched
For temperature-sensitive or prescription medicines once accepted
Parcel service cancellation depends on pickup status.
Delivery partner has not accepted the pickup
Pickup has not been attempted
Delivery partner is already en route
Parcel has been picked up
Parcel contains prohibited or unverified items
Before the service provider accepts the booking
If the provider cancels due to unavailability
After acceptance of the booking by the provider
After service has started
After delivery/handover of a rental item
In some cases, cancellation fees may apply, including:
Orders already processed, packed, or prepared
Delivery partner already assigned or en route
Compensation required for merchant or provider losses
Platiko will display cancellation fees (if any) before confirming your cancellation.
Full cancellation occurs when:
The merchant cannot fulfill the order
Items are out of stock
Delivery partner is unavailable
Safety or operational issues arise
Address appears invalid or unreachable
In such cases, any prepaid amount will be refunded.
You can cancel orders directly from:
Platiko app → Orders → Select Order → Cancel Order
or
Contact support at support@platiko.com
Refunds follow the terms mentioned in the Refund & Cancellation Policy.
Processing time depends on the payment method and bank partner.
Platiko may update this policy at any time. Updated versions will be posted with a new “Last Updated” date.
