Refund Policy

Last Updated: August 1, 2025

This Refund Policy outlines the terms and conditions under which a user may be eligible for a refund on an order placed through the Eatnear.in Platform. We act as a facilitator and aim to mediate fair resolutions between customers and our partner businesses.

1. Eligibility for a Refund

You may be eligible for a full or partial refund if:

• Incorrect Order: You received an item that was significantly different from what you ordered (e.g., received a vegetarian dish instead of a non-vegetarian one).
• Missing Items: An item you paid for was missing from your order.
• Poor Food Quality: The food you received was of unacceptable quality (e.g., undercooked, spoiled, or contaminated).
• Order Cancellation by Business: The restaurant or business canceled your order after payment was successfully processed.
• Platform Error: Your order was not fulfilled due to a technical error on the Platform.

2. Non-Refundable Scenarios

You are generally not eligible for a refund if:

• You simply changed your mind after the order was accepted by the business.
• The food quality is a matter of personal preference (e.g., too spicy or not spicy enough, unless specifically instructed).
• You provided an incorrect delivery address and the order was already dispatched.
• You were unavailable to receive a takeaway order during the specified pickup window.

3. How to Request a Refund

• Immediate Notification: You must notify our customer support team immediately (within 30 minutes of receiving the order) by contacting us at [email protected] or through our in-app support chat.
• Provide Evidence: You must provide clear and verifiable evidence of the issue, such as photographs of the incorrect or poor-quality food.
• Cooperate with Our Team: Our team will investigate the issue by contacting the business. You agree to cooperate with our investigation.

4. Refund Process

Upon verification of the issue, we will work with the business to process your refund. The final decision on the refund amount and eligibility rests with the business, with Eatnear.in acting as the final arbiter.

If a refund is approved, it will be processed within 5-7 business days. The refund will typically be credited back to your original payment method. In some cases, we may offer a refund in the form of Platform credit.

5. Order Cancellation by User

You may cancel an order only if the restaurant has not yet accepted it. Once the restaurant accepts the order and begins preparation, cancellations may not be possible, and you will not be eligible for a refund.