1. Order Cancellation by Order Stage

 Order Placed (Pending Acceptance): Can be cancelled free of charge if the restaurant has not yet accepted the order.

Order Accepted by Restaurant: Generally, non-refundable once the Restaurant accept the order.

Food Prepared: Generally, no refund is provided for voluntary cancellations once food preparation is complete.

 Food Collected by Delivery Partner: Generally non-refundable once the rider collects the food.

Out for Delivery: Generally, no refund is provided for voluntary cancellations once the order is on the way.

Order Delivered: An order cannot be cancelled once delivered; eligible issues must be submitted through formal complaint channels.

Fair Charging Standard: Cancellation charges strictly reflect the actual stage of the order, food preparation progress, and real expenses incurred, with no arbitrary fees imposed.

2. Eligible Customer Cancellation Reasons

Customers may request an order cancellation in the app for the following reasons:

Accidental or mistaken order placement.

Incorrect food items selected.

Inaccurate or incomplete delivery address provided.

Need to modify items or order details.

 Duplicate order placed multiple times.

 Incorrect payment method selected.

 Note: Cancellation approval and applicable fees depend strictly on the food preparation status and delivery progress at the time of request.

3. Cancellation Due to Restaurant Issues

Customers are eligible for a 100% full refund with zero cancellation charges under the following conditions:

The restaurant unilaterally cancels the order after having accepted it.

The restaurant is temporarily closed or unable to fulfill food preparation.

 One or more ordered items are out of stock or unavailable at the restaurant.

The restaurant cancels due to internal kitchen or operational difficulties.

4. Cancellation Due to Delivery Issues

Customers are eligible for a full refund or suitable resolution under the following circumstances:

FodyGo is unable to find or assign an available delivery partner.

The order is lost during transit.

 The delivery partner fails to execute delivery.

The food package is spoiled or severely damaged due to delivery partner handling.

FodyGo is unable to complete the delivery due to operational or logistical failures.

For orders already picked up by riders, FodyGo reviews delivery records to determine the appropriate resolution.

5. Food Preparation & Expense Protection Rules

Before Food Preparation Starts: If the restaurant has not started cooking, food preparation expenses cannot be charged to the customer.

Preparation in Progress: Cancellations after preparation has started may result in a partial refund or no refund, calculated strictly on actual costs incurred.

Fully Prepared / Picked Up: Cancellations at the customer's discretion are non-refundable once food is fully prepared or dispatched.

 Fault-Based Protection: When an order is cancelled due to errors by the restaurant or FodyGo, a full refund must be issued without any unfair cancellation penalties.

6. Cancellation Initiated by FodyGo

FodyGo reserves the right to cancel an order under the following operational exceptions:

 Restaurant is unable to fulfill the order.

 No delivery partner is available in the operational area.

Payment transaction verification fails.

 Unforeseen technical or server errors prevent order processing.

Severe weather conditions or local emergencies make transit unsafe for riders.

When FodyGo cancels an order through no fault of the customer, a 100% full refund is issued without any penalties.

7. Fair Use & Legal Compliance

Anti-Abuse Safeguards: Repeated fraudulent cancellations, manipulated photo submissions, false non-delivery claims, or misuse of promotional accounts may lead to restricted privileges or account action following an objective investigation.

Transparency Right: Customers are entitled to full advance disclosure of all cancellation terms and related charges before confirmation.

Statutory Compliance: In compliance with the Consumer Protection (E-Commerce) Rules, 2020, if cancellation charges are assessed on customers, similar charges apply to the platform if it unilaterally cancels orders without justification.