Cancellation & Refund Policy

Gwaalas runs on a prepaid wallet. You add money to your Gwaalas wallet, and the cost of each delivery is deducted from that balance when the delivery is completed and verified by OTP at your door. You are not charged for a delivery that does not arrive.

Money added to your wallet is held as an advance against future milk deliveries. It is not a deposit, it earns no interest, and it carries no fee.

Deliveries for the following day are generated automatically at 8:00 PM IST each evening. To pause or cancel a delivery, do so before 8:00 PM IST on the day before the delivery is scheduled.

You can pause your subscription for a date range from your subscription page. Paused days generate no delivery and no charge. Past pause windows remain visible in your account as a record of why you were not charged on a given day.

A delivery cancelled after it has been generated but before it is handed over is not charged. If a delivery is cancelled after 8:00 PM IST on the previous evening, the milk has usually already been allocated from a specific animal, and we may be unable to cancel it — contact us and we will resolve it case by case.

Not delivered: A delivery that is not completed is not charged. No refund is needed because no money leaves your wallet.

Delivered but unacceptable — spilled, spoiled, short measure, or a broken seal: report it within 12 hours of the delivery timestamp shown on your order. Every batch carries a trust code, and the record for that batch — quality readings, seal code, handover time and location — is publicly viewable at gwaalas.com/trust/<code>. We will review that record with you. Where the complaint is upheld, the delivery charge is credited back to your Gwaalas wallet, normally within 2 working days.

You may request the return of any unused wallet balance at any time, for any reason. We do not require you to spend it.

To request a withdrawal, email support@gwaalas.com from the email address registered on your account, stating the amount. We will acknowledge within 1 working day.

Where the balance came from a card or online payment made within the last 6 months, we return it to the original payment method. Refunds to the original method are initiated within 3 working days of approval, and typically reach your bank within 5 to 7 working days after that, depending on your bank. Otherwise, or where the original method is no longer valid, we transfer the balance to a UPI ID you nominate.

Cancelling a subscription does not automatically empty your wallet. Your balance stays available for future orders until you ask for it back.

Every delivery on Gwaalas produces a tamper-evident record you can inspect without our help, and independently verify using the public specification at /api/v1/spec . If you believe a charge is wrong, that record is the starting point, and you can read it yourself.

Write to support@gwaalas.com with your trust code. We aim to respond within 2 working days.