You can cancel an order free of charge before the restaurant accepts it. Once a restaurant has accepted your order and started preparing it, cancelling may no longer be possible, or a cancellation charge may apply to cover the cost already incurred.
If an order is cancelled because of an issue on our side, the restaurant's side, or the delivery partner's side (for example the restaurant is unable to fulfill the order, or a delivery partner can't be assigned), no cancellation charge applies to you, and any amount already paid is refunded.
If the delivery address or phone number you provided is incorrect, or you're not available to receive the order at the time of delivery, we may deny a refund or apply a cancellation charge. We treat this as a breach of the order authorization you gave at checkout, since the restaurant and delivery partner have already acted on the details you confirmed.
If something's wrong with your order (a wrong item, a missing item, spillage, or a serious quality issue), contact support as soon as possible. We may ask for a photo or other proof to help resolve the issue quickly. Refunds and replacements for these issues are reviewed case by case, based on the evidence and circumstances of the order.
Approved refunds are generally processed back to your original payment method, or as platform credit, depending on the situation. Whether a refund is approved, and in what form, depends on the evidence provided and the specific circumstances of the order.
Fake complaints, fraudulent refund requests, abusive behaviour toward restaurant or delivery staff, or repeated misuse of our cancellation/refund process may result in restrictions on your account or ability to place orders.
You can raise a complaint about a live or recent order directly from the app's Help / Support section. This is currently the fastest way to reach us for order-related issues.
Use the Help / Support section in the app for live or recent order issues, or reach us directly:
📞 +91 7355890643