Cancellation and Refund Policy

1. Overview

This Cancellation and Refund Policy outlines the terms and conditions for cancelling orders and requesting refunds on the Foodie platform. We strive to provide a fair and transparent policy that protects both customers and our restaurant/grocery partners while ensuring excellent service quality.

2. Order Cancellation Policy

Customer-Initiated Cancellations

3. Refund Eligibility

Eligible Scenarios for Refunds

• Order Cancelled by Restaurant: 100% refund within 3-5 business days
• Delivery Failure: Full refund if order cannot be delivered due to our fault
• Wrong Item Delivered: Full refund or replacement at customer's choice
• Food Quality Issues: Partial or full refund after investigation
• Excessive Delivery Delay: Partial refund of delivery charges
• Payment Errors: Double payments or technical errors refunded immediately
• Restaurant Unavailability: Full refund if restaurant is closed unexpectedly

Non-Eligible Scenarios

• Change of mind after order confirmation by restaurant
• Customer unavailable during delivery (after 3 attempts)
• Incorrect address provided by customer
• Cancellation due to weather conditions (safety reasons)
• Personal taste preferences or food spice levels
• Orders consumed partially or completely

4. Payment Method-Specific Refund Process

Online Payments (Card/UPI/Wallet)

• Processing Time: 3-7 business days (varies by bank)
• Refund Method: Back to original payment method
• Notification: SMS and email confirmation sent
• Tracking: Refund ID provided for tracking status
• Weekend Processing: Refunds initiated on business days only

Cash on Delivery (COD)

• Processing Time: Instant cancellation if order not delivered
• Refund Method: No payment made, no refund required
• Quality Issues: Refund via bank transfer or wallet credit
• COD Violations: May result in account restrictions

Wallet and Gift Vouchers

• Processing Time: Instant credit back to wallet
• Validity: Refunded amount retains original validity period
• Bonus Credits: Promotional credits may not be refundable

5. How to Request Cancellation or Refund

Through the App/Website

1. Go to "My Orders" section in your account
2. Select the order you want to cancel
3. Click on "Cancel Order" or "Request Refund"
4. Select the reason for cancellation
5. Submit the request with any additional comments

Customer Support

• Phone: +91-7008660113 (24/7 support)
• Email: support@foodiedelevery.com
• Live Chat: Available on website and app
• Response Time: Within 30 minutes during business hours

6. Special Circumstances

Restaurant/Grocery Shop Initiated Cancellations

• Reason: Out of stock, technical issues, or closure
• Notification: Immediate SMS and push notification
• Refund: 100% automatic refund within 3-5 business days
• Compensation: Discount voucher for future orders

Delivery Partner Issues

• No delivery partner available: Full refund and alternative options
• Delivery partner cancellation: Order reassigned or refunded
• Vehicle breakdown: Alternative arrangement or refund
• Accident/Emergency: Immediate refund and customer notification

Force Majeure Events

• Natural disasters, strikes, or government restrictions
• 100% refund provided within 7 business days
• Service resumption communicated via app notifications
• Priority delivery once services resume

7. Bulk and Corporate Orders

• Advance Notice: 24-hour cancellation notice required
• Partial Cancellation: Allowed with proportional refund
• Custom Terms: May apply for large orders (₹10,000+)
• Account Manager: Dedicated support for corporate accounts
• Penalty Clauses: May apply for repeated last-minute cancellations

8. Subscription and Membership Refunds

• Foodie Plus Membership: Pro-rated refund available
• Subscription Boxes: Cancellation allowed before next delivery
• Annual Plans: 30-day money-back guarantee
• Unused Benefits: Proportional refund calculation

9. Quality Assurance and Compensation

Food Quality Issues

• Reporting Window: Within 2 hours of delivery
• Evidence Required: Photos of the food item
• Investigation Process: 24-48 hours
• Resolution Options: Full refund, partial refund, or replacement
• Restaurant Feedback: Issues reported to partner restaurants

Delivery Quality Issues

• Food arrived cold or spilled
• Packaging damaged or unhygienic
• Missing items or incorrect quantities
• Late delivery beyond promised time
• Unprofessional delivery partner behavior

10. Account Restrictions and Penalties

Excessive Cancellations

• Threshold: More than 3 cancellations per month
• Warning: Email notification sent
• Restrictions: COD option may be disabled
• Account Review: Pattern analysis for abuse detection

Fraudulent Refund Requests

• Account suspension for false claims
• Legal action for significant fraud amounts
• Permanent ban for repeat offenders
• Collaboration with law enforcement if necessary

11. Dispute Resolution

If you're not satisfied with our refund decision:

1. Escalation: Request supervisor review within 48 hours
2. Manager Review: Senior management assessment within 7 days
3. Arbitration: Third-party mediation if needed
4. Consumer Court: As per Indian consumer protection laws

12. Contact Information

For cancellation and refund related queries:

13. Policy Updates

This policy may be updated periodically. Changes will be communicated through:

• In-app notifications for significant changes
• Email notifications to all registered users
• Website announcements
• 30-day notice period for major policy changes