1. Customer Order Cancellation & Refund Rules
At NitaCampus, we understand that plans can change. Customers placing food, parcel, or marketplace delivery orders inside NIT Agartala campus may cancel their orders under the following structured cancellation cases:
Cancellation Before Delivery Partner Acceptance
If the customer cancels the order BEFORE any student delivery partner has accepted the order request:
- The customer is eligible for a 100% full refund of the total order amount paid (including delivery fee and item cost).
- No cancellation or operational penalty is levied.
Cancellation Within 5 Minutes of Partner Acceptance
If the customer cancels the order AFTER a student delivery partner has accepted the request:
- Cancellation is permitted only within a 5-minute window immediately following acceptance.
- The customer will receive a 60% refund of the total order amount.
- The remaining 40% will be retained as operational & service charges to compensate the assigned delivery runner for travel efforts and cover payment gateway processing costs.
Cancellation Attempted After the 5-Minute Window
If cancellation is attempted after the 5-minute post-acceptance window has elapsed:
- No refund will be provided once the delivery process has significantly progressed (e.g. food already purchased at canteen or runner en route to hostel).
- The item will be delivered to the specified drop location or held at campus support desk for 24 hours.
2. Delivery Partner Cancellation & Runner Penalty
To maintain high reliability, trust, and service standard across the NIT Agartala campus, delivery partners are held strictly accountable for accepted orders:
Flat Penalty on Delivery Partner Unjustified Cancellation:
If a registered NitaCampus delivery partner accepts a delivery request and later cancels it without a valid, verifiable emergency or security reason:
- A flat penalty of ₹10 will be charged to the delivery partner for each accepted order cancelled.
- The penalty amount will be automatically deducted from the partner's weekly payout wallet.
- Repeated unexcused cancellations (3+ times in a week) will result in temporary suspension of the delivery partner's runner privileges.
When a delivery partner cancels an accepted order, NitaCampus automatically re-assigns the delivery request to another available student runner on campus at no extra charge to the customer.
3. Refund Mode & Settlement Timelines
All approved refunds issued by NitaCampus are executed in accordance with RBI guidelines and payment aggregator protocols:
- Original Payment Method: Refunds will be credited exclusively back to the original source payment method used during order checkout (UPI ID, Paytm, GPay, Credit/Debit Card, or Net Banking).
- Processing Timeline: Approved refunds are initiated immediately by NitaCampus and typically reflect in the customer's bank account within 5 to 7 business days, depending on the issuing bank and payment gateway settlement cycles.
- In-App Wallet Credit (Instant Option): For faster turnaround, customers may opt to receive refund credit directly to their NitaCampus Student Wallet, which reflects instantly for future campus orders.
4. Non-Delivery, Damaged Items & Dispute Escalation
In the event of disputed deliveries, missing items, or quality issues:
- Damaged or Incorrect Items: If food items or marketplace goods arrive damaged or incorrect, users must take a photo and submit a report via the NitaCampus app within 1 hour of delivery.
- Unreachable Customer: If the delivery runner reaches the designated hostel drop point and the customer is unreachable by phone for more than 10 minutes, the order will be marked as delivered/failed due to customer unavailability. No refund shall be issued in such instances.
- Dispute Review Desk: All dispute claims are audited by the NitaCampus Student Redressal Team at NIT Agartala within 24 hours.
NitaCampus Legal & Student Operations
Our student support & compliance desk is available inside NIT Agartala campus to assist with disputes, refunds, or privacy inquiries.