Cancellation Policy
A comprehensive, India-compliant Cancellation Policy template for online stores, SaaS platforms, apps, and marketplaces, aligned with the Consumer Protection Act, 2019 and Consumer Protection (E-Commerce) Rules, 2020.
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What is a Cancellation Policy?
This is an enterprise-grade Cancellation Policy template tailored for Indian e-commerce stores, SaaS products, mobile apps, and marketplace platforms, incorporating practical operational rules and key consumer protection requirements.
When should you use this?
Common situations where this document is the right choice.
What's included
Key sections and clauses in this document.
How it works
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Frequently asked questions
Everything you need to know before creating your document.
Is it legally permissible to charge customers a cancellation fee in India?+
Yes, Indian law permits reasonable cancellation charges, but e-commerce entities cannot impose unfair or disproportionate penalties and must bear similar charges if they cancel orders unilaterally.
Do we need a different cancellation policy for marketplace sellers on our platform?+
You can maintain a master Cancellation Policy for the marketplace while allowing seller-level variations, but you remain responsible for clearly disclosing applicable terms and ensuring compliance with Indian consumer protection rules.
How should we handle cancellations for digital content or online courses?+
You may restrict cancellations and refunds after access codes, downloads, or course content are delivered, provided this is clearly communicated upfront and you still honour statutory rights for defective or misleading offerings.
What timelines should we commit to for processing refunds on cancellations?+
Most platforms commit to initiating refunds within 3–7 working days from approval, while actual credit must comply with RBI and payment provider timelines, typically within 7–10 working days depending on the method used.
Can we refuse all cancellations as a matter of policy?+
A blanket no-cancellation stance is risky and may be treated as an unfair term, especially where orders are defective, delayed, or not as described; your policy should provide a balanced approach aligned with consumer protection norms.
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Cancellation Policy