Refunds and cancellations

1 · Cancelling before the rider leaves

2 · If we fail to deliver

If the failure is ours — we did not arrive, we missed the window without telling you, we could not find an address we had already confirmed — the delivery fee and the service fee are refunded in full and we will re-run the job at no charge if you want us to.

3 · If the recipient was not there

That is not a failure on our part, but it is not a reason to keep your money either. The parcel comes back to you. The first delivery fee is used; a second attempt is charged at the normal rate and quoted before it happens.

4 · Pick & Deliver — the budget and the receipt

This is the service where refunds happen most often, by design.

• Unspent budget is always refunded. Your refund is the budget you paid minus the receipt attached to your order. It is arithmetic, not a decision.
• If the shop charges more than your budget, the rider does not buy. He calls you. You may raise the budget and pay the difference, or cancel — and if you cancel, the whole item budget comes back. The delivery and shopping fees are chargeable only if the rider has already made the trip.
• If the item is out of stock, you can choose something else, send the rider to another shop for Rs 150, or cancel with the item budget refunded in full.
• If the wrong item was bought — something other than what you chose from the photographs — that is our error. We return it where the shop allows, and refund the item cost, the shopping fee and the delivery fee.
• If you simply changed your mind after the purchase, the goods are the shop's and the shop's return policy applies. We will help you take it back, and charge only the return trip.

5 · Lost or damaged parcels

Cover is up to Rs 10,000 per parcel, on the value you declared at booking.

• Tell us within 48 hours of delivery, or of the day it should have arrived.
• Send photographs of the damage and of the packaging. Keep both until the claim is settled.
• We respond within three working days with a decision and a reason.
• Where the claim is good, we refund the declared value up to the cover limit, plus the delivery fee.

We cannot cover what was already damaged, what was packed inadequately for a motorcycle, perishables beyond their natural life, items we were never told were fragile, or anything on the list of things we do not carry.

6 · How refunds are paid

Back the way you paid. Card to the same card, wallet to the same wallet, bank transfer to the account it came from, cash as cash or a bank transfer, whichever you prefer.

The online payment fee is refunded along with the rest when the fault is ours. On a cancellation you chose, the gateway has already taken it and we cannot recover it — we will tell you that up front rather than discover it at the end.

7 · Merchant accounts

Merchant refunds, return handling and COD adjustments run through your account statement rather than one refund at a time. Your COD money itself is remitted by noon on the day after we deliver — or by noon on the next banking day, where that day is not a banking day.

8 · How to ask

WhatsApp or phone 0312 523 1100, or email islamabad@scootica.com, with your order number and what happened. We acknowledge within one working day and give you a decision with a reason — not a template.

9 · If you are not satisfied with our answer

Ask for it to be reviewed by a supervisor, and say so plainly. If we got it wrong we would rather fix it than win the argument. Nothing on this page affects the rights Pakistani consumer law gives you.

How to reach us

Scootica Private Limited, CUIN 0358968, Pakistan.

Phone and WhatsApp: 0312 523 1100

Email: islamabad@scootica.com