Refund and Cancellation Policy

Last updated: 9/4/2025

About Our Company

This Refund and Cancellation Policy is applicable to services provided by Ceesent Private Limited, operating through the OderApp platform.

Throughout this policy, "Company," "we," "us," and "our" refer to Ceesent Private Limited and its OderApp service.

At OderApp, operated by Ceesent Private Limited, 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 within 5 minutes of placing the order
  • Full refund will be processed within 3-5 business days
  • 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

Customer Protection

Full refund guaranteed when restaurants cancel orders. Refunds will be processed by Ceesent Private Limited within 3-5 business days.

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)

Note: All refund decisions are made by Ceesent Private Limited and are final. Refunds are processed through 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.

Special Circumstances

Weather-Related Delays

During adverse weather conditions, delivery times may be extended. We will provide regular updates and offer the option to cancel with full refund if delays exceed 90 minutes.

Festival/Holiday Orders

During peak seasons, delivery times may be longer than usual. Special cancellation terms may apply, which will be communicated during order placement.

Bulk Orders

Orders above ₹2,000 may have different cancellation terms due to preparation requirements. These will be specified during order confirmation.

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.