Refund and Cancellation Policy

Last updated: 4/6/2026

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)

⚡ Double Refund Policy

Conditions for Double Refund:

  • 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

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

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
  • Legal disputes shall be subject to the jurisdiction of Kerala courts