Store Partner Payout & Refund Policy

1. Overview

This policy explains how groceree calculates your store earnings, deducts platform commission, handles customer refund claims that affect your payout, and settles amounts to your bank account.

2. How Earnings Are Calculated

For every successfully delivered order, your earnings are calculated as:

The platform commission rate is disclosed at onboarding and may vary by category or promotional period. You will always be notified of commission rate changes with at least 30 days' advance notice.

What is included in "Order Value"?

The order value used for commission calculation includes the product prices shown in your listing. Delivery charges paid by the customer, if applicable, are handled separately per your delivery arrangement with groceree.

3. Settlement Schedule

Completed order earnings accumulate in your groceree earnings balance and are settled to your registered bank account as follows:

• Weekly settlements: Available for stores in most cities. Payments transferred every Monday for orders completed the previous week (Monday–Sunday).
• Bi-weekly settlements: Applied in select city tiers. Payment transferred on the 1st and 15th of each month.
• Minimum payout threshold: Settlements are only initiated when your balance exceeds ₹100. Amounts below this threshold roll over to the next cycle.
• Bank transfer time: Transfers may take 1–3 banking days to reflect in your account depending on your bank.

4. Deductions from Earnings

The following may result in deductions from your settlement:

Customer Refunds (Store Fault)

If a customer receives a wrong item, missing item, or damaged product due to an error at the store level, and the refund is approved by groceree after review, the refunded amount may be deducted from your next settlement cycle.

Order Cancellations After Acceptance

If you accept an order and then cancel it without a valid reason, a small penalty fee may apply after repeated occurrences (typically the third or more cancellation within a 30-day period). You will be warned before any penalty is applied.

Deduction Notification

groceree will notify you of any deduction via in-app message and your settlement statement before processing. You have 5 business days to raise a dispute against any deduction before it is finalised.

5. Customer Refund Cases & Store Responsibility

When a customer raises a refund request, groceree reviews the case and determines whether responsibility lies with the store, the platform, or the delivery process. Below is a summary of how responsibility is typically assigned:

groceree's determination is made based on available evidence including photos, order logs, and customer reports. In ambiguous cases, we attempt to split responsibility fairly.

6. Dispute Resolution

If you believe a deduction was applied incorrectly, you may raise a dispute within 5 business days of receiving the settlement statement. To raise a dispute:

• Email hello@groceree.in with the subject "Earnings Dispute — [Your Store Name]"
• Include the order number, deduction amount, and your reasoning with any supporting evidence
• Our partner support team will respond within 3 business days
• If the dispute is upheld, the amount will be credited in your next settlement cycle

7. GST & Tax Compliance

groceree issues a commission invoice/statement to your store for each settlement cycle reflecting the platform fee and applicable GST. You are responsible for your own income tax filings and maintaining valid GSTIN if applicable under Indian tax laws.

If your store is GST-registered, please ensure your GSTIN is updated in your store profile. groceree is not liable for any tax penalties arising from incorrect information provided by you.

8. Contact & Support

For all earnings, payout, and refund-related queries, please reach out to our partner support team: