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Cancellation policy

Medagoras Cancellation Policy

Preamble and Scope
This Cancellation Policy details the process and conditions under which an order may be terminated prior to fulfillment. This Policy is a critical component of Medagoras’ operational terms and is binding upon all Users.

1. User-Initiated Order Cancellation

1.1 Permissible Window
A User may request to cancel an order only before the order has been formally dispatched from our warehouse. Dispatch is defined as the moment the order is handed over to our logistics partner.

1.2 Cancellation Process
The User must immediately notify Medagoras’ customer service team via email or use the designated cancellation feature on the Platform. The request will be validated subject to real-time verification of the order status.

1.3 Refund for Cancellation
If a cancellation request is successfully approved before dispatch, any payment already made by the User for that order will be processed as a full refund, eligible for transfer to the User's Virtual Wallet or a verified External Bank Account in accordance with the Medagoras Refund Policy.

2. Company-Initiated Order Cancellation

Medagoras reserves the absolute right to cancel any order at its sole discretion, without liability to the User, for reasons including but not limited to:

2.1 Operational and Fulfillment Issues

  • Product Unavailability (Stock-Out): The ordered product or sufficient quantity is unavailable due to high demand, supplier constraints, or inventory discrepancies.

  • Pricing or Billing Errors: A material and verifiable error is identified in the pricing or financial details of the order.

2.2 Compliance and Default Issues

  • Breach of Terms: If the User is found to be in violation of any clause within the main Terms and Conditions.

  • Credit Facility Default: If the User is in Default on the Buy Now, Pay Later (BNPL) Credit Facility, Medagoras may cancel all outstanding or pending orders.

3. Post-Dispatch Refusal

Once an order has been marked as Dispatched and is in transit, it is no longer eligible for cancellation. Any refusal of the shipment upon delivery will be treated as an unauthorized return, and the User may be held financially responsible for all resulting costs, including two-way logistics, handling fees, and storage penalties.

Last Updated: December 2025