Refund and Cancellation Policy

Last Updated: September 5, 2026

1. Customer Cancellation

Customers may request cancellation before the restaurant or merchant has accepted or begun preparing/processing the order, where the Platform provides this option.

Once preparation has started, cancellation may not be available because the restaurant may already have incurred costs.

Where cancellation after acceptance is permitted, an appropriate cancellation charge may apply.

2. Cancellation by Restaurant or SwaadSathi

An order may be cancelled where fulfilment is not reasonably possible, including:

• Restaurant unable to fulfil the order;
• Item unavailable;
• Restaurant unexpectedly closed;
• Delivery location not serviceable;
• Delivery partner unavailable within a reasonable period;
• Payment verification failure;
• Technical or operational problems;
• Material pricing/listing errors;
• Suspected fraudulent activity;
• Other unavoidable circumstances.

Where an eligible prepaid order is cancelled by the restaurant or SwaadSathi, the appropriate amount will ordinarily be refunded.

3. Eligible Refund Situations

A full or partial refund may be considered where appropriate, including:

• A prepaid order was cancelled before fulfilment;
• The restaurant cancelled the order;
• The order was not delivered;
• A material item was missing;
• An incorrect item was delivered;
• The delivered order materially differed from the confirmed order;
• The product arrived in an unacceptable condition attributable to preparation, packaging, or delivery;
• A duplicate successful payment occurred;
• Payment succeeded but no valid order was created.

Refund eligibility remains subject to reasonable verification.

4. Reporting an Issue

Customers should report an order problem as soon as reasonably possible after delivery or the expected delivery time.

Please provide, where applicable:

• Order ID;
• Registered mobile number;
• Description of the problem;
• Photographs;
• Transaction/payment reference;
• Other information reasonably required to investigate the claim.

5. Verification

We may verify a refund request using information from:

• The customer;
• Restaurant/merchant;
• Delivery partner;
• Payment provider;
• Platform order and transaction records.

Submitting a refund request does not automatically guarantee approval.

6. Partial Refunds

Where only part of an order is affected, an appropriate partial refund may be issued.

For example, where one item is missing from a multi-item order, the refund may be limited to the affected item and directly related eligible charges.

7. Non-Refundable Situations

Subject to applicable law, refunds may be declined where:

• The correct order was delivered;
• The customer changed their mind after preparation began;
• Materially incorrect delivery information was supplied;
• The customer remained unavailable despite reasonable delivery attempts;
• A correctly fulfilled order was refused without an eligible reason;
• The complaint cannot reasonably be verified;
• Fraudulent or abusive refund activity is identified.

Nothing in this Policy limits any rights that cannot legally be waived.

8. Refund Processing Time

Approved online-payment refunds will ordinarily be initiated to the original payment method.

9. Failed Payments

Where an amount is debited but payment fails or no valid order is created, the bank/payment provider may automatically reverse the transaction.

If the amount is not reversed within the applicable payment-provider timeline, contact us with the transaction reference.

10. Cash on Delivery Refunds

For eligible Cash on Delivery refunds, where Cash on Delivery is offered, we may request suitable bank/UPI information or use another supported method to process the refund.

11. Coupons and Promotional Benefits

The promotional portion of a transaction may be restored according to the applicable offer terms.

Promotional value will generally not be converted into cash unless expressly stated or required by applicable law.

12. Fraud Prevention

SwaadSathi may investigate suspected refund abuse, including:

• False missing-item claims;
• False non-delivery claims;
• Manipulated evidence;
• Payment abuse;
• Coupon or promotion abuse.

Accounts involved in verified misuse may be restricted subject to applicable law.

13. Contact Information