1. Full Refund Eligibility
Restaurant-Side Cancellations: Eligible for a 100% refund if the restaurant cancels the accepted order, is temporarily closed, or cannot prepare the ordered food.
Operational Cancellations by FodyGo: Refund is issued if FodyGo cancels the order due to operational, technical, or logistics constraints.
Delivery Partner Unavailability: Eligible for a Refund if FodyGo fails to assign a delivery partner to fulfill the order.
Lost or Failed Delivery: Refund is provided if the order is lost during transit or the delivery partner fails to deliver the food.
Pre-Preparation Cancellation: Refund applies if the order is cancelled before the restaurant begins food preparation.
Payment Failures & Duplicate Debits: Full refund if money is deducted but the order is not confirmed, or if debited multiple times for a single order.
Unrendered Service Charges: Platform fees, delivery fees, and order-related charges for unrendered services are fully refunded where applicable.
2. Partial Refund Eligibility
Missing Items: Partial refund issued for one or more missing food items from the confirmed order.
Incorrect Items Delivered: Partial refund if an incorrect food item is delivered among multiple ordered items.
Quantity Discrepancies: Partial refund if the delivered quantity is less than what was ordered.
Packaging Damage: Partial refund if outer packaging is damaged but the remaining food remains usable and hygienic.
Partial Unavailability: Partial refund if some items are prepared while other items from the order become unavailable.
Calculation Standard: The refund amount directly reflects the verified price of the missing or damaged items plus applicable adjusted fees (e.g., if ₹120 worth of food is missing from a ₹500 order, ₹120 is refunded).
3. Food Quality, Damage & Safety Refunds
Eligible Quality Complaints: Customers may request a refund for completely incorrect food, spoiled/stale items, raw or undercooked meals, spilled/severely damaged food, unsealed or tampered packets, or undeclared allergens.
Available Remedies: Upon verifying the issue, FodyGo may provide a full refund, a partial refund, a fresh food replacement, or another suitable resolution.
Required Evidence: Photos of the food, packaging pictures, and order details may be requested to substantiate the claim.
Food Safety Priority: Food safety issues are treated with high urgency, and customers are never required to consume unsafe food to prove a claim.
4. Refund Processing Timelines & Methods
UPI: 1 to 5 business days.
Debit Card: 5 to 7 business days.
Credit Card: 5 to 7 business days.
Net Banking: 3 to 7 business days.
FodyGo Wallet (if available): Processed per wallet rules, only with the customer's prior consent.
Original Payment Source: Refunds are routinely returned if possible directly to the original payment method used during checkout.
Cash on Delivery (COD): Refunded via an agreed and secure digital payout method or Customer Wallet (if available).
Zero Processing Fee: FodyGo charges no administrative or processing fees on refunds and provides an official reference/ARN tracking number.
5. Non-Refundable Circumstances
Voluntary Late Cancellations: Voluntary cancellation requests submitted after food preparation has begun or finished.
Unjustified Refusal: Refusing to accept properly prepared and timely delivered food without a legitimate defect.
Incorrect Address Details: Inability to deliver due to inaccurate or incomplete delivery details entered by the customer.
Unreachable Customer: Failure of delivery because the customer remains unreachable after reasonable attempts and fair waiting periods.
Customer Ordering Mistakes: Erroneous selection of food items or customizations made by the customer during ordering.
Subjective Taste Preferences: Complaints based purely on individual taste or personal preference without any underlying safety or quality defects.
Fraudulent Claims: Claims determined by fair investigation to be fabricated or submitted with altered/tampered evidence.
Statutory Protection: Non-refundable clauses do not waive statutory consumer rights for genuine service failures or food defects.
6. Duplicate Payments & Failed Transactions
Deduction Without Order Confirmation: If payment is deducted but no order is created, funds are verified and reversed.
Double Deductions: Excess funds deducted twice for a single order are refunded in full.
Failed Transactions: Failed payments are typically reversed automatically by the payment gateway or bank; customers can escalate with reference IDs if delayed.
7. Refund Request Submission & Grievance Redressal
How to Submit: Lodge claims directly through the FodyGo App with Order ID, registered phone number, reason, detailed description, and photo/video evidence.
ecommended Submission Window: Quality, damage, or missing item issues should ideally be reported within two (2) hours of delivery for swift resolution (statutory legal rights remain protected).
Grievance Turnaround: Per Indian E-Commerce regulations, refund and order grievances are acknowledged within 48 hours and resolved within one (1) month.
Protection of Genuine Claims: Prior refund history will never be used as a reason to dismiss or prejudge a new genuine complaint.
