Refund & Cancellation Policy
Clear guidelines on order cancellations, emergency handling, deposit returns, and refund processing timelines for Customers, Kitchens, and Riders.
🔄 How ApnaMenu's 2-Step Ordering Protects You
Customer places order without paying advance money.
Kitchen accepts based on live ingredient availability.
Customer completes payment via Razorpay to lock order.
Kitchen prepares fresh food; rider dispatches to door.
Customer Order Cancellation Rules
🟢 Pre-Payment Cancellation (100% Free)
A customer can freely cancel an order request at zero penalty or charge at any point before making payment. Even if the kitchen has already accepted your request, you can cancel before completing payment. If you do not pay within the allotted timer after seller acceptance, the order is automatically cancelled.
🔴 Post-Payment Cancellation Policy
Once online payment is completed, the Kitchen Partner immediately begins custom, perishable food preparation. Therefore, in-app customer cancellation is strictly disabled once paid.
In rare, severe emergencies, you must contact ApnaMenu Admin Support immediately. Cancellation approval after cooking has begun is at the sole discretion of the platform and may incur up to a 100% cancellation charge to compensate the home chef for food wastage.
Kitchen Partner / Seller Cancellation Policy
To protect customer trust and reliability, Kitchen Partners are strictly prohibited from cancelling an order once the customer has completed payment.
Emergency Protocol for Kitchens:
In unforeseen catastrophic emergencies (such as sudden kitchen gas failure, severe accident, or equipment damage), the Kitchen Partner must immediately notify ApnaMenu Admin Support.
✓ Full Refund Guarantee: If an order is cancelled by the Admin due to a seller emergency, the customer is issued an immediate 100% Full Refund.
Post-Delivery Refund Eligibility & Claim Window
Customers are entitled to a full or partial refund in the following verified circumstances upon delivery:
Wrong Item Delivered
Completely different food item than ordered.
Missing Items
Partial refund for unfulfilled dish items.
Spoiled / Unfit Food
Food arrived damaged, contaminated, or spilled.
Delivery Partner (Rider) Security Deposit Refund
₹500 Deposit Return Process:
The ₹500 deposit required for receiving orders is 100% refundable upon voluntary account closure.
- Rider submits an account deactivation or deposit refund request to Admin.
- Admin verifies that all Cash-on-Delivery (COD) collections have been reconciled and there are no active in-progress deliveries.
- The ₹500 deposit is transferred directly to the Rider's registered UPI / Bank account within 24 to 48 hours.
Refund Processing Timelines (Razorpay)
Once a refund is approved by ApnaMenu Admin Support, the payment reversal is initiated immediately through Razorpay.
- Refund Destination: Refunded directly to the original payment source (UPI account, Credit Card, Debit Card, or Netbanking).
- Bank Processing: Depending on your banking institution, it typically takes 5 to 7 business days for the refunded amount to reflect on your bank or card statement.