Pickup & No-show Policy

In short

• Collect during the pickup window shown on your order. Show your 6-character pickup code; the shop types it in and hands you your food.
• Everything is already paid in the app. Never pay anything at the counter.
• Free cancellation until 60 minutes before the window starts.
• If you don't collect by 30 minutes after the window ends, the order counts as not collected and isn't refunded.
• If the shop can't hand over, you get a full refund.

1. Your pickup window

Each item on Stataa has a pickup window chosen by the shop. If you reserve several items from one shop, your order's window is the time when all of them can be collected. It's on your order screen and in your notification, in India time.

2. How collection is checked

• Your order shows a 6-character pickup code (letters and numbers, no look-alikes such as 0 and O).
• At the counter, show the code on your phone. The shop types it into its Stataa app, sees what to hand over, and gives you your food.
• The shop never sees your code in advance. That is how Stataa knows you were really there, so a shop can't mark an order collected without you.
• Anyone you show or send your code to can collect the order for you. Share it only with someone you trust, and only when they are at the shop. Stataa staff will never ask you for your code.
• A scannable QR version of the code is planned. Until then, the shop types the code in.

3. Arriving early or late

• Early: a shop may hand over up to 60 minutes before the window starts, if the food is ready. It doesn't have to.
• Late: the window is when the shop has set your food aside. The app allows 30 minutes' grace after the window ends. After that the order is marked not collected.
• Shops can't change a window after you have reserved. If a shop agrees to keep food for you longer, that's a favour, not something Stataa can guarantee.

4. If you don't come (no-show)

• An order not collected by 30 minutes after the window ends is a no-show. It isn't refunded: the shop kept the food aside for you and couldn't sell it to anyone else.
• The shop still receives its share for a no-show, as if the food had been collected.
• If something stopped you that was Stataa's or the shop's fault (for example, the shop was closed during the window), report it in the app under Help within 24 hours and we'll look into it.

5. Cancelling

• You can cancel for a full refund until 60 minutes before the window starts: open the order and tap Cancel. The money goes back the way you paid.
• After that you can't cancel, because the shop has set the food aside.

6. If the shop can't hand over

• If the shop has sold out, closes early or can't fulfil your order, it must cancel it in the app. You get a full refund to the way you paid, and a notification with the reason.
• If you arrive during the window and the shop won't or can't hand over, don't pay anything at the counter. Report it in the app under Help straight away. You'll get a full refund once we confirm what happened.
• Each cancellation by a shop is recorded as a strike. Repeated strikes pause the shop.

7. Problems with the food

If something is wrong with what you collected, report it within 24 hours of pickup, with a photo if you can. See the Cancellation & Refund Policy and the Food Safety notice.

8. For shops

• Keep reserved food aside for the whole window, and hand it over only against the customer's code.
• Never ask a customer for money at the counter, never accept a screenshot instead of the code, and never type in a code someone read to you over the phone.
• If you can't fulfil an order, cancel it in the app as early as possible. The customer is refunded in full and your shop gets a strike. See the Seller Partner Agreement.