Customer Refund Policy

FoodZap Order Cancellation & Refund Terms

Order Cancellation Rules

Cancellation Time Refund Policy
Within 60 seconds 100% Refundable
1 – 3 Minutes 60% Refundable (40% Deduction)
After 3 Minutes No Refund Available

Customer Cancellation

Orders generally cannot be cancelled once placed. Customers may cancel an order only within one minute of placing it.

FoodZap reserves the right to deny refunds based on previous cancellation history and may suspend accounts where misuse is detected.

If cancellation occurs after one minute, FoodZap may charge 100% of the order value as compensation for damages.

Non-Customer Cancellation

FoodZap may cancel orders due to reasons not attributable to the platform, including:

  • Incorrect or out-of-zone delivery address
  • Customer unreachable during delivery
  • Lack of delivery instructions or authorization
  • Item unavailability at the restaurant

If cancellation occurs due to FoodZap or Merchant fault, no penalty will be charged to the customer.

Refund Policy

Customers may receive refunds for prepaid orders under applicable conditions.

  • Damaged or tampered packaging
  • Wrong or missing items
  • Order not delivered due to FoodZap or delivery partner fault
  • Merchant cancellation
  • Delivery delay exceeding 2 hours
Refund eligibility is evaluated on a case-by-case basis. FoodZap’s decision shall be final and binding.

Refund Processing Timeline

Process Order Edit / Cancellation / Compensation / Payment Failure
Refund Source Net Banking / Debit Card / Credit Card / UPI / Wallets
Turnaround Time 5 – 7 Business Days

Important Notes

Order Verification

Customers must verify orders before sharing OTP with the delivery partner. Once OTP is shared, delivery is considered accepted and refunds or cancellations will not be allowed.

Product Liability

Responsibility for product quality lies solely with the Merchant. FoodZap acts only as a facilitating platform and may report violations to authorities if required.