Refund and Cancellation Policy

Last updated: 2/27/2026

OderApp is a product of Ceesent Private Limited, a company incorporated under the laws of India.

Throughout this policy, "Company," "we," "us," and "our" refer to Ceesent Private Limited, operating the OderApp platform.

At OderApp, we strive to provide the best food ordering experience. This policy outlines our procedures for order cancellations, refunds, and replacements to ensure fair treatment for both customers and restaurant partners.

Order Cancellation by Customers

Before Restaurant Confirmation

  • Orders can be cancelled by placing the order
  • Full refund will be processed by the Merchant
  • No cancellation charges apply

After Restaurant Confirmation

  • Cancellation may be subject to restaurant's discretion
  • Partial refund may apply (excluding preparation costs)
  • Refund amount will be communicated before cancellation confirmation

After Food Preparation

  • Orders cannot be cancelled once food preparation has started
  • No refund will be provided for customer-initiated cancellations
  • Replacement or credit may be offered for quality issues

Order Cancellation by Restaurants

Restaurants may cancel orders in the following circumstances:

  • Item unavailability or out of stock
  • Kitchen closure due to unforeseen circumstances
  • Inability to deliver to the specified location
  • Technical issues or system errors

Refund Policy

Eligible for Full Refund

  • Order cancelled by restaurant
  • Wrong order delivered
  • Missing items in the order
  • Food quality issues (spoiled, contaminated, or unsafe)
  • Significant delivery delays (beyond estimated time by 60+ minutes)
  • Order not delivered

Eligible for Partial Refund

  • Customer cancellation after restaurant confirmation
  • Partial missing items
  • Food quality not meeting expectations (case-by-case basis)
  • Minor delivery delays

Not Eligible for Refund

  • Change of mind after food preparation
  • Incorrect address provided by customer
  • Customer unavailable for delivery
  • Taste preferences or subjective food quality issues
  • Orders placed during promotional periods (unless specified)

Refund to Original Payment Account

All approved refunds will be credited back exclusively to the same account, card, or payment method used to make the original payment. Ceesent Private Limited does not process refunds to a different account or payment instrument under any circumstances.

⚡ Double Refund Policy

If OderApp is found to be at fault for an order issue — such as a confirmed system error, incorrect charge, or a failed order due to a platform malfunction — customers are entitled to a refund of the affected amount.

Conditions for Double Refund:

  • The error or fault must be confirmed as originating from OderApp's platform
  • The claim must be raised within 48 hours of the order
  • Supporting evidence (screenshots, order details) must be provided
  • The issue must not be due to restaurant, delivery partner, or customer error

Examples Qualifying for Double Refund:

  • Customer charged twice for the same order due to a payment gateway error

* Double refund claims are reviewed by Ceesent Private Limited's support team and processed within 5–7 business days upon verification. The decision of Ceesent Private Limited is final.

Note: All refund decisions are made by Ceesent Private Limited and are final. Refunds are always processed to the original payment method used for the order.

Replacement Policy

When We Offer Replacements

  • Wrong items delivered
  • Missing items from the order
  • Food quality issues that can be rectified
  • Damaged packaging affecting food quality

Replacement Process

  1. Report the issue within 30 minutes of delivery
  2. Provide order details and description of the problem
  3. Photo evidence may be requested for quality issues
  4. Replacement will be prepared and delivered at no extra cost
  5. Estimated replacement delivery time: 30-45 minutes

Refund Processing Times

Digital Payments

  • Credit/Debit Cards: 3-5 business days
  • Digital Wallets: 1-3 business days
  • UPI: 1-2 business days
  • Net Banking: 3-5 business days

Cash Payments

  • Cash on Delivery: No refund required (payment not made)
  • Advance Cash Payment: Refund via bank transfer within 5-7 business days

Note: Refund processing times may vary depending on your bank or payment provider. Ceesent Private Limited initiates refunds immediately upon approval, but actual credit to your account depends on your financial institution. All refunds are returned to the same payment account used during the original transaction.

Contact Information

For any cancellation, refund, or return requests, please contact us:

Ceesent Private Limited

(Operating as OderApp)

Registered Address:

Kodikulam P.O, Thodupuzha

Kerala, Pin: 685582

India

Customer Support

Phone: 7736570463

Email: odertechnology@gmail.com

Hours: 24/7

Refund Queries

Email: odertechnology@gmail.com

Response Time: Within 24 hours

Status Updates: Via SMS/Email

Dispute Resolution

In case of disputes regarding refunds or cancellations:

  • First level resolution through customer support team
  • Escalation to management team if not resolved within 48 hours
  • Final decisions rest with Ceesent Private Limited management
  • Legal disputes shall be subject to the jurisdiction of Kerala courts

Policy Updates

Ceesent Private Limited reserves the right to modify this Refund and Cancellation Policy at any time. Changes will be effective immediately upon posting on our website. Continued use of our services after any modifications constitutes acceptance of the updated policy.