Refund & Cancellation Policy

1. Scope / Applicability

• This refund policy applies to orders placed via the Vahaka app or website from partner restaurants.
• Refunds are processed only for eligible orders under defined conditions.

2. When Refunds Are Applicable

You may request a refund (or credit) in scenarios such as:

• Order cancellation (by the restaurant or by the platform) before preparation or dispatch
• Undelivered order (delivery never completed)
• Missing items in the delivered order
• Incorrect items delivered
• Damaged or poor-quality food (spilled, spoiled, inappropriate for consumption)
• Significant delay (if attributable to the platform or restaurant)
• Other service failures (wrong address, non-compliance with customization requests)

3. Timeframe for Claiming a Refund

• Customers should report issues within a defined time window after delivery (e.g. within 1 hour, or within 24 hours).
• Orders older than a certain limit (24–48 hours) may be ineligible for refunds.

4. How to Request a Refund / Raise a Dispute

• Through the app: Go to order history → select the order → “Report issue” or “Refund / complaint”.
• Provide supporting evidence (photos, details of missing/incorrect items, etc.).
• The request will be reviewed by the customer support team.

5. Refund Decision & Amount

• If approved, refund may be issued in one of these forms:
  1. Full refund (for the full amount paid)
  2. Partial refund (only for the problematic portion)
  3. Credit in-app (wallet or voucher)
• Refund typically excludes delivery fees (unless the error was wholly on the platform).
• Platform may deduct applicable fees or commissions as per arrangement with the restaurant.

6. Processing Time

• Once approved, refund will generally be processed within 3-7 business days.
• The refunded amount would be credited to the customer's bank account within 3 to 4 days.
• Actual time depends on the payment method, bank, or card issuer.

7. Non-Refundable Situations

• Complaints made after the allowed time window
• Customer error (wrong address, unavailability, incorrect input)
• Food already consumed or substantially used
• Disputes over taste or preference (unless spoiled/unsafe)
• Force majeure or events outside control (e.g. severe weather)

8. Cancellation Policy

• Customer may cancel an order before it is accepted/prepared/dispatched.
• After preparation/dispatch, cancellation may not be allowed or may incur a fee.
• If the platform or restaurant cancels, the customer automatically receives a refund per this policy.

9. Platform’s Right & Liability Limits

• The platform acts as a facilitator, not the food provider; liability for food quality rests with restaurant partners.
• Platform reserves the right to verify claims, refuse fraudulent requests, or reject invalid refund requests.
• Disputes are subject to internal review and escalation.

10. Amendments & Updates

• The platform may update this refund policy from time to time. Changes become effective once published or notified to users.