Cancellation Policy

Effective Date: August 9, 2026

At Pramoz Marketplace, we understand that customers or sellers may sometimes need to cancel an order. This Cancellation Policy explains when an order can be cancelled, what happens after cancellation, and how any applicable refund is handled.

Because Pramoz Marketplace operates as a multi-vendor platform, cancellation eligibility may depend on the order status, seller, product, payment method, and applicable product-specific terms.

1. Customer Order Cancellation

Customers may request cancellation of an order before it has been shipped or handed over to the delivery partner.

Cancellation requests should be submitted as soon as possible after placing the order.

An order may not be cancellable once it has:

1. Been processed for dispatch.
2. Been packed and prepared for shipment.
3. Been handed over to a courier.
4. Already entered the delivery process.

In such cases, the customer may need to follow the applicable Return Policy instead.

2. How to Cancel an Order

Where the cancellation feature is available, customers may request cancellation through their Pramoz account/order page.

Customers may also contact Pramoz Support:

Email: support@pramoz.com

Phone: +8801703294352

When contacting support, please provide your Order ID and the reason for cancellation.

3. Cancellation Before Seller Confirmation

If an order has not yet been confirmed or processed by the seller, the customer may generally request cancellation.

If the cancellation is successfully processed before fulfillment, the applicable paid amount may be refunded according to the Refund Policy.

4. Cancellation After Seller Confirmation

Once the seller has confirmed an order, cancellation may still be possible if the order has not yet been processed for shipment.

However, cancellation is not guaranteed after seller confirmation.

The seller or Pramoz may need to verify the current order status before approving the cancellation.

5. Cancellation After Shipment

Once an order has been shipped or handed over to a courier, it generally cannot be cancelled through the standard cancellation process.

In such cases, customers may need to:

1. Receive the product and submit a return request, where eligible; or
2. Follow the delivery/return instructions provided by Pramoz.

Applicable return and refund conditions will then apply.

6. Cash on Delivery Orders

For Cash on Delivery orders, customers generally do not make payment until delivery.

If a COD order is successfully cancelled before shipment, there is normally no product-payment refund to process.

However, repeated cancellation or refusal of legitimate COD orders may result in:

1. COD restrictions.
2. Order restrictions.
3. Account review.
4. Suspension of certain account privileges.

Pramoz may take such action to prevent misuse of the marketplace.

7. Advance or Partial Payment Orders

Some orders may require an advance or partial payment.

If a customer requests cancellation after making such a payment, the refundable amount will depend on:

1. Order status.
2. Reason for cancellation.
3. Whether the seller has processed the order.
4. Whether the order has been shipped.
5. Applicable delivery or service charges.
6. Product-specific cancellation conditions.

Where a refund is approved, it will be processed according to the Pramoz Refund Policy.

8. Cancellation Charges

Pramoz generally does not charge a cancellation fee when an order is cancelled before processing or shipment.

However, where an order has already incurred non-refundable costs, applicable charges may be deducted from any eligible refund where permitted.

Examples may include:

1. Delivery or logistics costs.
2. Special handling charges.
3. Customized product costs.
4. Other non-refundable charges disclosed to the customer.

9. Seller Cancellation

A seller may need to cancel an order in certain circumstances, including:

1. Product is unavailable.
2. Inventory information was incorrect.
3. Product cannot be fulfilled.
4. Product has become unavailable due to operational circumstances.
5. Pricing or listing error.
6. Other legitimate fulfillment issues.

If a seller cancels an order after the customer has already made a payment, the eligible amount will be refunded according to the applicable Refund Policy.

10. Pramoz-Initiated Cancellation

Pramoz may cancel an order where necessary, including circumstances involving:

1. Suspected fraud.
2. Suspicious transaction activity.
3. Incorrect or invalid customer information.
4. Product availability issues.
5. Seller fulfillment issues.
6. Pricing or listing errors.
7. Payment verification problems.
8. Violation of marketplace policies.
9. Technical errors.
10. Security concerns.
11. Other legitimate operational reasons.

If payment has already been received, any eligible refund will be processed according to the applicable refund terms.

11. Duplicate Orders

If a customer accidentally places the same order multiple times, they should contact Pramoz Support immediately.

If the duplicate order has not been processed or shipped, Pramoz may cancel the duplicate order.

Once an order has entered the shipping process, cancellation may no longer be possible and the applicable Return Policy may apply.

12. Incorrect Customer Information

Customers are responsible for providing accurate:

1. Name.
2. Mobile number.
3. Delivery address.
4. Area/location.
5. Other required order information.

If incorrect information prevents successful delivery, the customer may be contacted to correct the information.

Additional delivery charges may apply where a new delivery attempt is required.

13. Repeated Cancellation or Order Refusal

Pramoz Marketplace reserves the right to review accounts that repeatedly:

1. Place and cancel orders.
2. Refuse COD orders.
3. Provide false delivery information.
4. Fail to receive orders.
5. Create multiple suspicious orders.

Where repeated abuse is identified, Pramoz may restrict or suspend certain account privileges, including COD ordering.

14. Promotional Orders

Orders placed using:

1. Coupons.
2. Discount codes.
3. Promotional offers.
4. Free delivery offers.
5. Affiliate promotions.
6. Other special campaigns.

may be subject to additional cancellation conditions.

If an order is cancelled, promotional benefits may not be restored automatically.

15. Refund After Cancellation

If an eligible cancellation results in a refund, the refund will be processed according to the Pramoz Refund Policy.

The refund method and processing time may depend on the original payment method.

Possible refund methods may include:

1. Mobile financial services.
2. Bank transfer.
3. Card refund.
4. Other supported payment methods.

Third-party payment providers may require additional processing time.

16. Cancellation Does Not Guarantee a Refund

Cancellation and refund are separate processes.

Cancelling an order does not automatically guarantee a full refund in every circumstance.

The final refundable amount depends on:

1. Order status.
2. Payment status.
3. Reason for cancellation.
4. Applicable charges.
5. Product-specific conditions.
6. Seller policy.
7. Applicable marketplace policies.

17. Customized & Special Orders

Customized, personalized, made-to-order, or specially prepared products may have different cancellation conditions.

Once production or customization has started, cancellation may not be available or may be subject to applicable costs.

Customers should review the product-specific cancellation terms before placing such orders.

18. Fraudulent Cancellation Activity

Pramoz may investigate cancellation activity that appears fraudulent or abusive.

Examples include:

1. Creating fake orders.
2. Manipulating promotional offers.
3. Repeatedly placing orders solely to exploit discounts.
4. Using multiple accounts to bypass restrictions.
5. Providing intentionally false information.

Pramoz may cancel such orders and take appropriate action against the associated account.

19. Seller Responsibilities

Sellers are expected to maintain accurate inventory and product information and fulfill confirmed orders whenever reasonably possible.

Repeated seller-initiated cancellations caused by inaccurate inventory, poor fulfillment practices, or other avoidable issues may result in:

1. Seller warnings.
2. Listing restrictions.
3. Account restrictions.
4. Other marketplace actions.

20. Cancellation Decision

Pramoz may review relevant information before approving or rejecting a cancellation request, including:

1. Order status.
2. Payment status.
3. Seller status.
4. Shipment status.
5. Courier information.
6. Customer request time.
7. Product-specific conditions.
8. Other relevant information.

The final cancellation status will be communicated through the available Pramoz channels.

21. Changes to This Policy

Pramoz Marketplace may update this Cancellation Policy from time to time to reflect changes in:

1. Marketplace operations.
2. Payment systems.
3. Delivery services.
4. Seller policies.
5. Product categories.
6. Legal or regulatory requirements.

The latest version will be published on this page with the applicable effective date.

22. Contact Us

For order cancellation requests or questions regarding this policy, please contact:

Pramoz Marketplace

Email: support@pramoz.com

Phone: +8801703294352

Website: pramoz.com

Please provide your Order ID when contacting our support team.

Our Commitment

We aim to make order cancellation simple, transparent, and fair while protecting both customers and sellers from unnecessary losses and marketplace abuse.

Pramoz Marketplace — Your Marketplace. Your Opportunity.

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