💰 Refund and Cancellation Policy

This policy explains when and how you can cancel an order or request a refund when using EatForSure. Our Platform offers food ordering, FMCG/grocery (product) ordering, and pick-and-drop services. The applicable rules depend on the type of order and its status.

1. Food Orders

• Cancellation by you: You may request cancellation before the restaurant/outlet has started preparing your order. Once preparation has started or the order has been handed to delivery, we may not be able to cancel. If we accept a cancellation, we will process a refund as per the timelines below.
• Wrong or missing items / poor quality: If you receive wrong items, missing items, or food that is clearly unfit for consumption (e.g. spoiled, contaminated), report it to us promptly (ideally at the time of delivery or within a few hours). We may offer a full or partial refund or replacement depending on the situation.
• Non-delivery or significant delay: If your order is not delivered within a reasonable time or is not delivered at all due to our or our partner's fault, you may be eligible for a full refund. Report the issue to us with your order details.
• No returns: Once delivered, food cannot be returned for a refund merely because you changed your mind or did not like the taste, unless there is a genuine quality or safety issue.

2. FMCG / Grocery (Product) Orders

• Cancellation by you: Cancellation may be allowed if your request is made before the order has been dispatched for delivery (typically within a short window after placing the order). If the store has already packed or dispatched the order, or it is out for delivery, we may not accept cancellation. In that case, you may refuse delivery at the doorstep if you no longer want the order; eligibility for refund in such cases will be assessed as per our policy.
• Perishable products: We generally do not accept cancellation of perishable items (e.g. certain fresh produce, dairy) once the order is confirmed. Refund or replacement may be considered only if you establish that the product delivered was defective, damaged, or not as described.
• Damaged or defective items: If you receive damaged, defective, or expired products, report to our customer support within 3 hours of delivery with details (and photos if possible). We will verify with the store/partner and may offer refund or replacement.
• Product not as described: If the product received does not match the listing (e.g. wrong variant, quantity, or significant quality issue), report within 3 hours of receipt. We will review and may offer refund or replacement.
• Manufacturer warranty: For products that carry a manufacturer's warranty, warranty claims should be directed to the manufacturer as per their terms.

3. Pick-and-Drop Orders

• Cancellation by you: You may request cancellation before the pick-and-drop order has been accepted and pickup has been initiated. Once the order is in progress or completed, cancellation may not be possible. Refund eligibility for cancelled pick-and-drop orders will be determined on a case-by-case basis.
• Non-fulfilment or failure: If we or our delivery partner fail to complete the pick-and-drop service (e.g. item not picked, not delivered, or lost in transit), you may be eligible for a full or partial refund. Report the issue to us with your order details.

4. Payment Failures and Duplicate Charges

If your payment failed but was debited, or you were charged twice for the same order, we will automatically process your refund once we verify with our payment partner that the charge was not applied to a successful order. If your order is not visible in your order history, or the refund has not been processed within the refund window (as per section 5 below), please contact us with the transaction reference and order details so we can assist you.

5. Refund Method and Processing Time

Approved refunds will be credited to the same payment method you used (e.g. UPI, card, wallet). Refunds will not include the platform fee (or any convenience fee) charged on the order; only the eligible order amount, as determined by us under this policy, will be refunded. Refunds are processed by our payment service provider. It may take upto 3 business days (or as per the provider's norms) for the amount to reflect in your account after we initiate the refund. We are not responsible for delays caused by your bank or payment provider.

6. When We May Cancel

We may cancel an order (and process a refund where payment was received) if: the outlet is unavailable, the order cannot be delivered in your area, we suspect fraud or misuse, you breach our Terms of Use, or for other operational or legal reasons. We will endeavour to inform you and refund as applicable.