Refund & Cancellation Policy

1. Order Cancellation by Customer

You may request cancellation of an order depending on its status:

• Before restaurant acceptance: Orders may be cancelled through the FoodX app or by contacting support at 96522 18689.
• After restaurant acceptance: Cancellation may not be possible once preparation has started. FoodX or the restaurant may approve or deny cancellation requests at their discretion.
• After dispatch: Orders that are out for delivery generally cannot be cancelled.

2. Order Cancellation by Restaurant or FoodX

An order may be cancelled by the restaurant or FoodX due to item unavailability, operational issues, incorrect address details, payment failure, or events beyond reasonable control. If your order is cancelled after payment, a full refund will be initiated for the cancelled items and applicable charges, subject to payment partner processing times.

3. Refund Eligibility

Refunds may be issued in the following situations:

• Order cancelled before preparation or due to non-fulfillment by the restaurant.
• Wrong items delivered, subject to verification through support.
• Missing items from the delivered order, subject to verification.
• Significantly delayed delivery or failed delivery where the order could not be completed.
• Quality issues reported promptly with valid supporting details.

4. Non-Refundable Situations

Refunds may not be provided when:

• The customer provides an incorrect or incomplete delivery address.
• The customer is unavailable at the delivery location after reasonable delivery attempts.
• The issue is reported unreasonably late without sufficient evidence.
• Promotional discounts or coupons were misused or applied in violation of offer terms.
• The complaint relates to taste preferences rather than incorrect or defective items.

5. Refund Method and Timeline

Approved refunds will be processed to the original payment method used for the order. Refund timelines depend on your bank, wallet, or payment provider and may take 5 to 10 business days or longer in some cases. FoodX is not responsible for delays caused by third-party payment processors.

6. Partial Refunds

If only part of an order is affected, FoodX may issue a partial refund for the impacted items and related charges after review by customer support.

7. Replacement or Redelivery

In some cases, FoodX may offer replacement items or redelivery instead of a refund, depending on restaurant availability and the nature of the issue.

8. How to Request a Refund

To request a cancellation or refund, use the order help section in the FoodX app or contact customer support at 96522 18689 with your order ID, issue description, and supporting photos if applicable. Requests should be raised as soon as possible after delivery.

9. Contact Us

For refund or cancellation assistance, contact Arhasri Technologies Pvt Ltd at Nagarjuna nagar, Addanki Bypass Road, Miryalaguda - 508207, phone 96522 18689, or visit www.thefoodx.in.