Return, Refund and Cancellation Policy
Last updated: October 17, 2026
1. Introduction
At Jhupri.xyz (“Jhupri,” “we,” “our,” or “us”), we aim to make everyday services more convenient for students at the University of Chittagong and the communities we serve.
This Return, Refund and Cancellation Policy explains the conditions under which orders placed through Jhupri may be cancelled, returned, replaced, or refunded.
Because Jhupri facilitates different types of products and services, the applicable conditions may vary depending on the order, its preparation status, the vendor involved, and whether a rider has already been dispatched.
By placing an order or requesting a service through Jhupri, you agree to this policy, subject to your rights under applicable law.
2. Order Cancellation Policy
Cancellation requests must be submitted as early as possible through Jhupri's customer support channels.
Whether an order can be cancelled depends on the type of order and its current fulfilment status.
2.1 Food Orders
Food orders require prompt preparation and coordination with vendors and riders. Therefore, the following rules apply:
- Before preparation or fulfilment begins: You may request cancellation. Approval depends on whether the vendor has started preparing the order or other fulfilment costs have been incurred.
- After preparation begins: Cancellation may not be possible. If the vendor has already prepared the food, Jhupri may decline the cancellation request, subject to applicable law and the circumstances of the order.
- After the rider collects the food: The order cannot ordinarily be cancelled. The customer is expected to receive the order and pay the full applicable amount, including the disclosed delivery charge.
- If the order is incorrect, damaged, or otherwise materially different from what was confirmed: Contact Jhupri immediately. Such cases will be reviewed under our refund and complaint-handling procedures.
Customers should carefully review their orders before confirmation. Food orders are generally not eligible for return simply because the customer changes their mind after preparation or collection.
Nothing in this section removes any refund or other remedy required by applicable law.
2.2 Custom Shopping and Collection Orders
A custom order is a request in which a customer asks Jhupri or a rider to purchase, collect, or arrange specific items from a shop or other location on the customer's behalf.
The following rules apply:
- Before the rider is dispatched: You may request cancellation. We will confirm whether the request can be cancelled without charge, taking into account whether the vendor has already prepared the order or any costs have been incurred.
- After the rider has been dispatched and started travelling to collect the order: The order cannot be cancelled without accounting for the rider's journey. If you request cancellation at this stage and Jhupri approves it, you must pay a minimum cancellation or delivery charge of ৳20 (20 Bangladeshi taka) to compensate for the rider's basic travel effort.
- After the rider has purchased or collected the requested items: Cancellation is generally not permitted merely because the customer changes their mind. The customer remains responsible for the applicable item cost and any agreed service or delivery charges, subject to the circumstances and applicable law.
- If an item is unavailable: The rider or customer support team may contact you to discuss an alternative, an adjustment, or cancellation of the unavailable item.
The minimum ৳20 charge applies when the rider has already started the collection journey and the customer requests cancellation. If a higher charge is proposed for a separate reason, it must be communicated and handled in accordance with the applicable service arrangements and law.
2.3 Grocery and Other Product Orders
For groceries, medicine-related requests, printing, laundry, and other services, cancellation depends on the order's status.
If the vendor has not started fulfilment and the rider has not been dispatched, a cancellation request may be accepted without a cancellation charge.
If preparation, printing, purchase, collection, or delivery has already started, cancellation may be restricted or subject to applicable costs that have been disclosed or otherwise lawfully payable.
For perishable goods, prepared products, custom-printed materials, and other items that cannot reasonably be resold or reused, change-of-mind cancellations may not be accepted once fulfilment has progressed substantially.
Medicine-related orders may be subject to additional legal, safety, and supplier restrictions.
2.4 How to Request Cancellation
To request a cancellation, contact Jhupri immediately through our official customer support channel at +8801351864343.
Please provide your name, order details, contact number, and reason for cancellation. We will check the order status and inform you whether cancellation is possible and whether any applicable charge is payable.
A cancellation request is not considered approved until Jhupri confirms it.
3. Return Policy
Returns may be accepted when a product is defective, damaged, incorrect, or materially inconsistent with the confirmed order, subject to verification and applicable law.
To request a return:
- Contact Jhupri as soon as possible after receiving the item.
- Provide your order details and explain the issue.
- Share photographs or other reasonable evidence when available.
- Follow the instructions provided by our support team.
Please retain the affected item and its packaging, where reasonably possible, until the complaint has been reviewed.
Where a return is appropriate, Jhupri will explain how the item should be returned. We will assess the issue and determine an appropriate remedy, such as a replacement, correction, refund, or other resolution, in accordance with applicable law.
Customers should not return items to a vendor or another location without first receiving instructions, unless applicable law requires otherwise.
4. Refund Policy
Refunds may be considered in the following circumstances:
- The order was cancelled and a refund is due.
- A confirmed order could not be fulfilled.
- The customer received an incorrect item.
- A product arrived damaged or defective.
- A material part of the order was missing.
- A service was not delivered as agreed.
- A refund is otherwise required by applicable law or approved following a complaint investigation.
The available remedy will depend on the circumstances. Where appropriate, Jhupri may arrange a replacement, correction, partial refund, or full refund.
4.1 Refund Processing
Once a refund has been approved, we will communicate the applicable refund amount and processing method.
Refunds will ordinarily be returned through the original payment method where practical and supported. For cash-on-delivery orders or other cases where that method is not suitable, Jhupri will coordinate an appropriate refund method with the customer.
Processing times may vary depending on the payment provider and other operational requirements. We will make reasonable efforts to process approved refunds promptly.
Any applicable delivery or cancellation charge will be assessed according to the reason for the refund, the stage of fulfilment, the disclosed terms, and applicable law.
5. Non-Returnable or Restricted Items and Services
Certain products and services may not be eligible for change-of-mind returns once they have been prepared, used, customised, or fulfilled.
These may include:
- Prepared food and beverages.
- Perishable groceries and other products that may spoil.
- Custom-made or personalised products.
- Custom-printed documents or materials after printing has begun.
- Completed laundry or other services already performed.
- Medicine-related products subject to applicable safety and legal restrictions.
- Products purchased specifically at the customer's request.
These restrictions do not automatically prevent a refund, replacement, or other remedy where an item is defective, incorrect, damaged, or otherwise qualifies under applicable law.
6. Failed Delivery and Customer Unavailability
Customers are responsible for providing an accurate delivery location and a working contact number and for being reasonably available to receive their orders.
If delivery fails because the customer provides an incorrect address, cannot be reached, refuses an order without a valid reason, or is unavailable at the agreed location, Jhupri will review the circumstances and determine the appropriate next steps.
Depending on the order status, product type, and applicable arrangements, additional delivery attempts, reasonable disclosed charges, or cancellation may apply.
For food, perishable goods, and custom shopping orders, the customer may remain responsible for costs already incurred where permitted by law. Refunds will not be automatic when an order has already been prepared, purchased, collected, or delivered to the agreed location.
If a delivery fails due to an issue attributable to Jhupri or its fulfilment arrangements, we will review the matter and provide an appropriate resolution.
7. Incorrect, Missing, or Damaged Orders
If your order is incorrect, incomplete, or damaged upon receipt, please contact Jhupri promptly.
To help us resolve the issue, provide your order reference, a description of the problem, and supporting photographs where reasonably available.
After reviewing the complaint, we may arrange a replacement, delivery of missing items, correction of the order, partial refund, full refund, or another appropriate resolution.
Please report issues as soon as reasonably possible so that we can investigate them effectively. Any time limits applied to complaints will remain subject to applicable legal requirements.
8. Customer Responsibilities and Fair Use
Customers must provide accurate order information and communicate cancellation requests promptly.
Repeatedly placing false orders, refusing valid orders without reasonable justification, providing misleading information, or abusing riders, vendors, or support staff may result in restrictions on future orders, subject to fair handling and applicable law.
Customers must not use cancellation or refund procedures fraudulently. At the same time, legitimate complaints will be reviewed fairly and on their individual facts.
9. Policy Exceptions and Applicable Law
Jhupri reserves the right to assess unusual cases individually, including circumstances involving vendor errors, stock shortages, rider issues, emergencies, or events beyond reasonable control.
Any exception will be handled consistently with applicable law. Nothing in this policy excludes consumer rights or remedies that cannot legally be excluded or restricted.
If another published policy or a specific order arrangement provides additional protections, the applicable terms will be considered together.
10. Changes to This Policy
Jhupri may update this policy when our services, operational procedures, or legal requirements change.
The updated version will be published on this page with a revised date. Where required by law, we will provide appropriate notice or obtain consent before changes take effect.
We encourage customers to review this policy periodically.
11. Contact Us
For cancellation requests, return enquiries, refund claims, or complaints, please contact Jhupri:
Website: https://jhupri.xyz
Phone / WhatsApp: +8801351864343
Please include your order details so that we can review your request efficiently.