Refund policy

FOODRIVO – REFUND & CANCELLATION POLICY

Last Updated: 2 September 2026

This Refund & Cancellation Policy (“Policy”) explains the circumstances under which customers may cancel an order or request a refund when using the Foodrivo Platform.

By placing an order through Foodrivo, you agree to this Policy along with the Foodrivo Terms & Conditions.

1. Order Cancellation by Customer

Customers may request cancellation of an order through the Foodrivo Platform or by contacting Customer Support.

Cancellation eligibility depends on the status of the order.

Cancellation before Restaurant Acceptance

If an order is cancelled before the restaurant accepts or begins preparing it, the customer may generally be eligible for a full refund of the eligible amount paid.

Cancellation after Restaurant Acceptance

If the restaurant has accepted the order or started preparing the food, cancellation may result in:

- Partial refund, or

- No refund,

depending on the circumstances and preparation status.

Cancellation after Dispatch

Once an order has been prepared and dispatched for delivery, cancellation may generally not be eligible for a refund except where Foodrivo determines otherwise.

2. Order Cancellation by Restaurant or Foodrivo

An order may be cancelled by the restaurant or Foodrivo due to circumstances including:

- Restaurant closure

- Food item unavailability

- Operational issues

- Delivery limitations

- Excessive preparation delays

- Payment issues

- Technical problems

- Suspicious or fraudulent activity

- Other circumstances beyond reasonable control

If Foodrivo or the restaurant cancels an eligible prepaid order before fulfilment, the applicable amount may be refunded to the customer.

3. Wrong or Missing Items

If you receive:

- A wrong food item

- A missing item

- An incomplete order

you should report the issue to Foodrivo Customer Support as soon as reasonably possible after delivery.

Foodrivo may request:

- Order details

- Photographs of the received items

- Packaging photographs

- Other information necessary to verify the complaint

Depending on the circumstances, Foodrivo may provide:

- A refund for the affected item

- A partial refund

- A replacement, where available

- Another appropriate resolution

4. Damaged or Spilled Food

If food arrives significantly damaged, spilled or otherwise unsuitable due to delivery or packaging issues, the customer should report the issue promptly.

Photographs may be requested to verify the complaint.

After review, Foodrivo may provide an appropriate refund, partial refund, replacement or other resolution.

5. Food Quality Complaints

Food quality complaints should be reported as soon as possible after delivery.

Examples may include:

- Food arriving in an unacceptable condition

- Significant quality issues

- Items substantially different from the ordered item

Foodrivo may investigate the complaint with the restaurant and/or delivery partner before determining an appropriate resolution.

Minor differences in appearance, portion presentation or packaging may not automatically qualify for a refund.

6. Food Allergies and Dietary Requirements

Customers are responsible for reviewing available food information and communicating specific dietary requirements or allergies to the restaurant before ordering.

Foodrivo cannot guarantee that restaurant food is completely free from allergens or cross-contamination.

Allergy-related complaints will be reviewed based on the specific circumstances and information available.

7. Failed Delivery

A customer may not be eligible for a refund if delivery fails because:

- The customer provided an incorrect or incomplete address.

- The customer is unavailable.

- The customer refuses to accept the order.

- The customer cannot be contacted.

- The delivery location cannot reasonably be accessed.

- The customer intentionally delays or prevents delivery.

Any refund in such circumstances will be determined by Foodrivo based on the circumstances.

8. Cash on Delivery Orders

For Cash on Delivery orders, refunds may not always be issued in cash.

Where a refund is approved, Foodrivo may provide the refund through an appropriate available method, which may include bank/UPI transfer or another supported method.

Additional verification may be required.

9. Online Payment Failure

If money is deducted from your account but the order is not successfully created because of a payment or technical issue, Foodrivo may initiate or facilitate a refund after the transaction is verified.

The actual time taken for the amount to appear in your account may depend on the payment gateway, bank or financial institution.

10. Duplicate Payment

If the same order is accidentally charged more than once due to a technical or payment-processing issue, the duplicate eligible amount may be refunded after verification.

11. Refund Processing

Once a refund is approved, Foodrivo may initiate the refund to the original payment method or another appropriate method.

The time required for the refund to reach the customer's account depends on the payment provider, bank, card network or other financial institution.

Foodrivo does not guarantee a specific banking settlement time.

12. Refund Amount

Depending on the circumstances, a refund may include:

- Full order amount

- Affected item amount

- Partial order amount

- Eligible charges

Certain charges may be non-refundable where permitted by applicable law and depending on the reason for cancellation or refund.

13. Refund Request Time Limit

Customers should report order-related problems as soon as possible after delivery or cancellation.

Foodrivo may decline requests submitted after an unreasonable period or where sufficient information is not available to verify the issue.

14. Refund Verification

To prevent fraudulent refund claims, Foodrivo may:

- Review order records.

- Contact the restaurant or delivery partner.

- Request photographs or other evidence.

- Review previous refund requests.

- Verify payment information.

- Investigate suspicious activity.

Foodrivo reserves the right to reject refund requests that appear fraudulent, abusive or inconsistent with the available evidence.

15. Abuse of Refund Policy

Customers must not:

- Make false refund claims.

- Repeatedly claim missing items that were delivered.

- Misuse promotional credits.

- Manipulate orders to obtain refunds.

- Provide misleading information.

- Abuse the cancellation system.

Foodrivo may suspend or terminate accounts involved in refund abuse or fraudulent activity.

16. Promotional Offers and Coupons

Unless specifically stated otherwise, coupons, promotional discounts, promotional credits and similar benefits may not be refundable or exchangeable for cash.

If an order using a coupon is cancelled or refunded, the treatment of the coupon or discount will depend on the applicable offer terms.

17. Restaurant-Specific Policies

Certain restaurants may have additional cancellation, preparation or refund conditions.

Where applicable, such conditions may be displayed during the ordering process.

18. No Automatic Refund Guarantee

Submitting a refund request does not automatically guarantee a refund.

Every request may be reviewed based on:

- Order status

- Nature of the complaint

- Evidence provided

- Restaurant information

- Delivery information

- Payment records

- Applicable Foodrivo policies

19. How to Request a Refund

To request a refund or report an order issue, contact Foodrivo Customer Support with:

- Order ID

- Registered mobile number

- Description of the issue

- Photographs/evidence, where applicable

- Payment details or transaction information, where required

Foodrivo Customer Support

Phone: 7908668620

Email: foodrivobirpara@gmail.com

20. Policy Changes

Foodrivo may update this Refund & Cancellation Policy from time to time.

Any updated version may be published on the Foodrivo Platform with a revised “Last Updated” date.

21. Governing Law

This Policy shall be governed by the laws of India and shall be read together with Foodrivo's Terms & Conditions and Privacy Policy.

Nothing in this Policy limits any consumer right or legal remedy that cannot be excluded under applicable law.

22. Contact

For refund, cancellation or order-related assistance:

Foodrivo

Phone: 7908668620

Email: foodrivobirpara@gmail.com