Cancellations & Refund Rules

Cancellations & Refund Rules

Restaurant-initiated cancellations

Permitted only if:

  • Item out of stock

  • Technical problems

  • Restaurant temporarily offline

  • Safety or hygiene concerns

Repeated cancellations may affect restaurant rating or payouts.

Customer-initiated cancellations

Allowed:

  • Before the restaurant accepts the order

  • If prep has not started

Not allowed:

  • After preparation has started

  • After pickup/delivery partner is en route

Refund distribution

  • If restaurant responsible → refund covered by restaurant

  • If customer responsible → no refund

  • If delivery/logistics issue → platform may cover

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