REFUND AND CANCELLATION POLICY

This policy governs the terms for order cancellation, refund processing, and complaint resolution related to orders placed through the [Redway] platform.

1. Order Cancellation Policy

1.1. Cancellation by the Customer

- If the order is placed but not yet accepted by the restaurant (Pending Acceptance): 100% Refund.

- If the order is accepted by the restaurant and food preparation has started (Accepted/In Preparation): No Refund. The full order amount will be charged.

- If the order is handed over to the Delivery Partner (Dispatched/In Transit): No Refund. The full order amount will be charged.

Exceptions: A full refund will be processed if the estimated delivery time significantly exceeds the time frame initially committed at the time of placing the order (as determined by [Your App Name]).

1.2. Cancellation by [RedWay] or Restaurant

100% Refund will be processed if an order is cancelled due to:

- Unavailability of the ordered item(s) at the restaurant.

- Non-availability of a delivery partner to execute the delivery.

- Restaurant inability to process the order.

- Customer address falling outside the defined delivery zone.

2. Refund and Complaint Policy

Customers may be eligible for a full or partial refund for the following reasons, provided the complaint is lodged within 60 minutes of receiving the order:

- Incorrect/Missing Item(s): Partial refund equal to the value of the missing or incorrect item. Customer must share clear photographs of the delivered order.

- Food Quality Issues: Full or Partial Refund (based on investigation) for stale, spoiled, or contaminated food. Customer must share clear photographs and a detailed written description of the issue.

- Tampered Packaging: Full Refund if the packaging seal is broken or appears to be tampered with. Customer must refuse to accept the delivery or provide immediate photographic evidence.

- Excessive Delivery Delay: Partial refund of the delivery charge, at the discretion of [Your App Name]. Only applicable if the delay is significant and caused by the platform or delivery partner.

3. General Refund Terms

1. Investigation: All refund requests are subject to verification and investigation by the [Your App Name] customer support team, which may involve communication with the respective restaurant.

2. Refund Mode: Refunds will be credited to the original mode of payment (e.g., Credit Card, Debit Card, UPI, etc.).

3. Timeline: Once the refund is approved and initiated, the amount will typically reflect in the customer's account within 5 to 7 working days, depending on the bank processing timelines.

4. Rejection: Refund requests may be rejected if:

    - The complaint is raised after the 60-minute window.

    - No sufficient supporting evidence (photo/video) is provided.

    - The customer provides an incorrect address or contact information resulting in non-delivery.

4. Contact Information

For any cancellations, refunds, or support queries, please contact us at:

- Email: [Contact@redway.in]

- WhatsApp: [2269621795]