This Refund & Cancellation Policy applies to all orders placed through the Dervi platform operated by Gsm Player Pvt Ltd.
1. Order Cancellation by Customer
- You may cancel your order before it is confirmed by the vendor.
- Once the vendor has confirmed and started preparing the order, cancellation may not be possible.
- If preparation has started, cancellation requests may be rejected.
Dervi reserves the right to determine whether an order qualifies for cancellation based on vendor confirmation status.
2. Order Cancellation by Vendor
A vendor may cancel an order due to:
- Item unavailability
- Technical issues
- Operational constraints
- Unserviceable delivery location
If a vendor cancels your order after payment has been made, a full refund will be processed.
3. Cancellation Due to Customer Unavailability
If delivery fails because:
- The provided address is incorrect
- The customer is unreachable
- The customer refuses to receive the order
The order may be marked as completed or canceled without refund eligibility.
4. Refund Eligibility
Refunds may be considered in the following situations:
- Order was charged but not delivered
- Wrong item delivered
- Missing items (subject to verification)
- Order canceled by vendor after payment
- Duplicate payment due to technical error
All refund claims are subject to verification by Dervi and the vendor.
5. Non-Refundable Situations
Refunds will not be issued in cases including but not limited to:
- Change of mind after preparation has started
- Incorrect address provided by customer
- Minor taste preferences or personal dissatisfaction
- Failure to answer rider calls
- Delay caused by traffic or weather conditions
6. Refund Process
- Refund requests must be submitted through customer support.
- Supporting evidence such as photos may be required.
- Approved refunds will be processed through the original payment method where possible.
- Refund processing time may vary depending on the payment provider.
If Cash on Delivery was used, refunds may be processed through bank transfer or wallet credit after verification.
7. Processing Time
Once approved, refunds are typically processed within 5 to 10 business days depending on the payment method and banking provider.
8. Promotional Orders
Orders placed using vouchers, discount codes, or promotional credits may be refunded only for the paid amount. Promotional value or bonus credits are non-refundable and non-transferable.
9. Fraudulent Claims
Dervi reserves the right to refuse refunds in cases of suspected abuse, repeated false claims, or policy misuse. Accounts engaging in such activity may be suspended.
10. Platform Role
Dervi acts as a technology platform connecting customers with vendors. Vendors are responsible for product preparation and delivery execution. Refund decisions are made in coordination with vendors where applicable.
11. Policy Updates
Dervi reserves the right to update this Refund & Cancellation Policy at any time. Continued use of the platform after changes constitutes acceptance of the revised policy.
Last Updated: February 2026