Refund & Cancellation Policy

1. Overview

TastyRoll is an online food-delivery platform. Orders placed through TastyRoll are processed through the applicable online payment system.

This Refund & Cancellation Policy explains when an order may be cancelled, when a refund may be provided, how refunds are credited, and how customers can report an issue with an order.

Refund decisions may depend on the stage of the order, the reason for the cancellation or complaint, and the circumstances of the particular case.

2. Online Payments

TastyRoll currently operates as an online-payment food ordering platform. Cash on Delivery (COD) is not available.

Online payments are processed through the applicable payment service used by TastyRoll, currently Razorpay.

Payment processing may also be subject to the terms and processing procedures of the relevant payment provider.

3. Customer Cancellation Before Restaurant Acceptance

If a customer places an order and the restaurant has not yet accepted the order, the customer may cancel the order directly through the Customer App, where the cancellation option is available.

In an eligible cancellation at this stage, the amount paid by the customer for the order will be credited to the customer's TastyRoll Wallet.

The wallet balance may then be used to place another TastyRoll order or, where eligible, withdrawn through the available bank-account or UPI withdrawal options.

4. Restaurant Cancellation Before Acceptance

A restaurant may also cancel an order before accepting it.

When an order is cancelled by the restaurant at this stage, the customer's eligible paid amount will be credited to the TastyRoll Wallet.

The customer may use the wallet balance for another order or withdraw eligible funds through the available withdrawal methods.

5. Orders After Restaurant Acceptance

Once a restaurant has accepted an order, cancellation and refund handling may depend on the current stage of the order and the reason for the request.

Customers may report an issue through the support or order-reporting functionality available in the application.

The request may be reviewed by the TastyRoll administration team before a cancellation, refund or settlement decision is made.

6. Order Issues and Support Requests

If an issue occurs after an order has progressed beyond the direct cancellation stage, the customer can submit a report or support ticket through the TastyRoll application.

The customer should provide the reason for the request and any relevant information that may help TastyRoll review the issue.

TastyRoll may review the order details, delivery status, payment information, restaurant information and other relevant records before making a decision.

7. Admin Review and Settlement

Where an order issue requires review, the TastyRoll administration team may determine whether the order should be cancelled, refunded or settled based on the circumstances of the case.

If the customer's request is found to be valid, an eligible refund or settlement amount may be credited to the customer's TastyRoll Wallet.

Depending on the circumstances, the resolution may be a full refund or a partial refund.

8. Issues After Delivery

A customer may report a valid issue even after an order has been delivered, subject to the applicable support time limits.

The customer must provide the reason for the complaint. TastyRoll may review the available order and support information to determine whether the complaint is valid.

If the complaint is found to be valid, TastyRoll may provide an appropriate refund or settlement, including a full or partial refund depending on the circumstances.

9. Partial Refunds

In some situations, TastyRoll may provide a partial refund instead of a full refund.

The amount of the refund may depend on the circumstances of the complaint, the responsibility of the parties involved, the service provided and the extent of the issue.

Where a customer is responsible for part of the issue, or where the circumstances do not justify a full refund, TastyRoll may determine an appropriate partial refund.

10. Delivery Fees, Taxes and Other Charges

The treatment of delivery fees, taxes, platform charges or other applicable charges may depend on the reason for cancellation or refund and the circumstances of the order.

Accordingly, these amounts may or may not be included in a refund depending on the particular case.

The final eligible refund amount will be determined according to the applicable order and settlement decision.

11. Orders Using Coupons or Discounts

If a customer places an order using a coupon, discount or promotional benefit, any refund will generally be based on the actual amount paid by the customer for the order, rather than the original pre-discount order value.

Promotional benefits themselves do not automatically become refundable cash or wallet balance.

12. Refunds to the TastyRoll Wallet

Eligible refunds approved by TastyRoll are credited to the customer's TastyRoll Wallet.

Under normal system operation, an approved wallet refund is intended to become available within seconds.

The wallet balance may be used for another TastyRoll order.

Where withdrawal is available and the balance is eligible for withdrawal, the customer may choose to withdraw the amount using the available bank-account or UPI method.

13. Wallet Withdrawal

Customers may be able to withdraw eligible wallet funds to a bank account or through UPI.

When a customer requests a withdrawal, TastyRoll may require payment information such as:

• Account holder name
• Bank name
• Bank account number
• IFSC
• UPI ID, where applicable

Withdrawal availability may depend on the eligibility and status of the wallet balance.

14. Payment Completed but Order Was Not Created

In some technical situations, a payment may be successfully processed while the corresponding order cannot be created because of an internet connection problem, application error or another technical issue.

In such cases, the payment status may need to be reviewed against the order and payment records.

Where a payment is not associated with a successfully created order, TastyRoll will handle the amount through the applicable payment or refund process.

If the amount is not automatically resolved, the customer may contact TastyRoll Support so that the payment can be reviewed and the appropriate resolution can be provided.

15. Failed or Interrupted Payments

If an online payment fails or is interrupted, the customer should first check the order status in the TastyRoll application before attempting another payment.

If money appears to have been deducted from the customer's account but the payment or order status does not resolve correctly, the customer should contact TastyRoll Support.

TastyRoll may review the payment status and related transaction information and provide the applicable resolution.

16. Refund and Support Time Limits

Order-related support requests are subject to the applicable time limits in the TastyRoll application.

• For delivered orders, an order-related ticket may generally be raised within 3 days of delivery.
• For cancelled or undelivered orders, an applicable support request may generally be raised within 7 days of the relevant order event.
• The broader order-related ticket system may allow requests for up to 90 days from the order date where applicable.
• Settlement and support-related records may be retained for up to 180 days for operational and dispute purposes.
• A customer may create a maximum of 10 support tickets per month under the application's anti-spam limits.

These limits may be applied to prevent abuse and to ensure that order-related issues can be reviewed while the relevant information is still available.

17. Refund Amount

The amount refunded depends on the specific situation.

For eligible cancellations before restaurant acceptance, the paid amount applicable to the cancelled order is credited to the customer's wallet.

For issues requiring administrative review, the final refund or settlement amount may be different depending on the circumstances and responsibility of the parties involved.

18. Refund Review

Submitting a support request does not automatically guarantee a refund.

Where an order requires review, TastyRoll will assess the available information and determine the appropriate resolution based on the circumstances.

TastyRoll may reject a refund request where the available information does not support the reported issue or where the request does not meet the applicable conditions.

19. Contact TastyRoll

If you have an issue with a payment, cancellation, refund or order settlement, please use the support functionality available in the TastyRoll application where applicable.

For general refund-related questions, you may also contact TastyRoll at:

20. Changes to This Policy

TastyRoll may update this Refund & Cancellation Policy when our payment systems, order processes, refund procedures or applicable requirements change.

Any updated version will include a revised "Last updated" date.