Refund & Cancellation Policy

Because food items are freshly prepared and perishable, order cancellations are subject to strict time limits:

• Before Preparation: You may cancel your order only if the restaurant has not yet accepted or started preparing it (typically within 60 seconds of order checkout).
• After Preparation Starts: Once preparation has commenced, the order cannot be cancelled, modified, or refunded. If you cancel or refuse delivery after this point, you will still be charged the full amount.

Occasionally, an order may be cancelled on our end or by our partner outlets. This can happen due to:

• Unavailability of required food items or ingredients.
• Technical glitches, unexpected power cuts, or kitchen equipment failures at the outlet.
• Force majeure situations (severe storms, road blockades, local strikes).

Note: If the restaurant or Zwet Food cancels your order, you are entitled to a 100% refund of any online payments made, which will be credited automatically.

You are eligible to receive a refund or credit under the following valid scenarios:

• Wrong Item: The kitchen prepared and delivered a completely different dish than ordered.
• Missing Item: One or more items in a multi-item order were left out of the delivery package.
• Food Damage: The packaging or food container was severely damaged during transit, rendering it inedible.
• Food Spillage: Major contents spilled out of their containers during rider transit.
• Order Never Delivered: The delivery rider failed to drop off the order.
• Duplicate Payment: Your bank account was debited twice due to payment gateway transaction failures.
• Outlet Inability: The restaurant was unable to prepare or prepare on time.

Refunds will NOT be approved under the following customer-driven scenarios:

• Change of Mind: You decide you do not want the food after preparation has started.
• Incorrect Address: You provided an inaccurate drop-off location or chose the wrong village during checkout.
• Customer Unavailable: The delivery partner arrived at your location but was unable to reach you by phone, or you failed to answer the door within 10 minutes.
• Invalid Refusal: You refused to accept the order at your door without a valid reason (e.g. demanding a refund because you ordered by mistake).
• Minor Delays: Short delays (15-20 minutes) caused by bad weather, railway level crossing shutdowns, or traffic congestion.

We take food standards very seriously. If you have complaints about taste, quality, undercooked food, or foreign objects, our policies dictate:

• Timely Reporting: You must report the quality issue to our support team as soon as possible, ideally within 2 hours of delivery.
• Photo Evidence: You will be required to share clear photos of the affected food item and its original packaging via WhatsApp or Email.
• Fair Review: Every complaint will be reviewed in coordination with the partner kitchen before approving a refund or credit.
• Anti-Fraud Measures: Fraudulent claims, fake photos, or repeated false complaints to obtain free meals will result in instant, permanent account suspension.

In cases of wrong or missing items, or mild spillage where you still prefer to receive your meal, Zwet Food may offer a Replacement instead of a direct refund. If you opt for replacement:

• The partner kitchen will immediately prepare a fresh, correct dish.
• A delivery rider will prioritize bringing the replacement to your address free of charge.
• If a replacement is not feasible (e.g. restaurant closing time or item out of stock), a full refund will be processed instead.

The safety of our delivery fleet is non-negotiable. Delivery partners are authorized to refuse doorstep transit if:

• The drop-off point is completely dark, isolated, lacks proper pathways, or is physically hazardous.
• The customer demands delivery to an illegal, restricted, or dangerous location.
• The delivery partner faces physical threats, verbal abuse, or harassment from the customer or locals.

Result: In these situations, the order may be cancelled for safety reasons. No refund will be given if the safety risk is caused by the customer's choice of location or behavior.

Once a refund is approved by our support team, the turnaround times for the funds to reflect are:

• UPI (GPay, PhonePe, Paytm, etc.): 1 to 2 business days.
• Credit/Debit Cards: 5 to 7 business days (subject to banking cycles).
• NetBanking: 3 to 5 business days.
• Zwet Coins: Instant credit to your profile wallet (usable on your next order).
• Cash on Delivery (COD) refunds: Eligible COD refunds will be issued as Zwet Coins in your profile wallet, or sent to your bank account via UPI transfer.

Zwet Food Delivery and its partner kitchens are not liable for failure or delays in service caused by events beyond our reasonable control. This includes natural disasters (heavy rains, flooding), strikes, government lockouts/restrictions, transport breakdowns, level crossing blocks, or regional internet failures. In such cases, refunds will be evaluated on a case-by-case basis.

To report an issue and request a refund or replacement, please reach out to our grievance desk with your Order ID:

Zwet Food Delivery reserves the right to amend this Refund & Cancellation Policy at any time. Updates will be published directly on this page with the revised date. Your continued use of our platform constitutes agreement to the updated terms.