Refund & Cancellation Policy

SECTION A – INTRODUCTION

1. Introduction

Welcome to Express Foodie.

This Refund & Cancellation Policy explains the rules and conditions related to order cancellations, refunds and payment related matters for services provided by EXPRESS FOODIE LLP ("Express Foodie", "we", "our" or "us").

By placing an order through the Express Foodie mobile application or official website, you agree to this Refund & Cancellation Policy.

2. Company Information

Company Name:
EXPRESS FOODIE LLP

LLPIN:
ACY-6617

Registered Office:
Govindgarh (Jaipur)
Rajasthan – 303712
India

Email:
support@expressfoodie.in

3. Scope of this Policy

This Refund & Cancellation Policy applies to:

Express Foodie Customer Mobile Application
Express Foodie Official Website
Food Orders
Online Payments
Cash on Delivery (COD) Orders
Refund Requests
Order Cancellation Requests

4. Relationship with Other Policies

This Refund & Cancellation Policy should be read together with the Express Foodie Privacy Policy, Terms & Conditions and any other applicable Express Foodie policies published from time to time.

In the event of any inconsistency between this Policy and any other applicable Express Foodie policy, agreement or mandatory requirement under applicable law, the applicable law or the specific policy governing the relevant subject matter shall prevail to the extent of such inconsistency.

5. Policy Updates

EXPRESS FOODIE LLP reserves the right to modify or update this Refund & Cancellation Policy at any time.

Any significant changes may be communicated through:

Mobile Application
Official Website
Notifications
Other official communication channels

Continued use of our services after such changes constitutes acceptance of the updated policy.

SECTION B – CUSTOMER CANCELLATION

1. Cancellation Before Restaurant Acceptance

Customers may cancel an order within one (1) minute from the time the order is placed through the Express Foodie Platform, subject to the cancellation option being available on the Platform.

Once one (1) minute has elapsed from the time the order is placed, the customer may no longer cancel the order through the standard customer cancellation facility, except where cancellation is otherwise permitted under this Policy, applicable Express Foodie policies, or applicable law.

If an online payment has already been made, any refund arising from an eligible cancellation will be processed in accordance with this Refund & Cancellation Policy.

2. Cancellation After Restaurant Acceptance

Once a restaurant accepts an order, cancellation may no longer be available.

This is because the restaurant may begin preparing the order immediately after acceptance.

3. Cancellation After Delivery Partner Assignment

If a Delivery Partner has already been assigned or the order is under preparation, cancellation requests may be reviewed based on:

Order status
Operational requirements
Applicable company policies
Other relevant circumstances

Refund eligibility in such cases will be determined according to the facts and circumstances of the order.

4. Customer Responsibility

Customers are responsible for:

Reviewing order details before confirming the order.
Providing accurate delivery information.
Using the cancellation feature responsibly.

Repeated misuse of cancellation features or violations of company policies may result in restrictions, account deactivation or other actions as permitted by applicable laws and company policies.

5. Limitation

EXPRESS FOODIE LLP reserves the right to refuse cancellation requests where:

The restaurant has already accepted the order.
The order is already under preparation.
Delivery services have substantially commenced.
Cancellation is not permitted under applicable policies.

Any decision regarding cancellation or refund shall be made in accordance with company policies and applicable laws.

SECTION C – RESTAURANT CANCELLATION

1. Restaurant Order Rejection

Restaurants may reject an order under certain circumstances, including but not limited to:

Food item unavailability
Restaurant temporarily closed
Operational limitations
Unexpected service interruptions
Other legitimate business or operational reasons

Restaurants are responsible for accepting or rejecting orders within the operational requirements of the platform.

2. Refund for Restaurant Rejection

If an order is rejected by the restaurant after successful online payment, the customer may be eligible for a refund.

Approved refunds will generally be processed through the original payment method used for the transaction.

Refund timelines may vary depending on:

Payment provider
Banking systems
Applicable financial processes

3. Cash on Delivery (COD) Orders

If a Cash on Delivery (COD) order is rejected by the restaurant, no payment will be charged to the customer.

The customer may place another order from the same or a different restaurant, subject to availability.

4. Service Availability

Restaurant availability may vary depending on:

Operating hours
Food availability
Restaurant capacity
Operational conditions

EXPRESS FOODIE LLP does not guarantee that every restaurant or food item will always be available on the platform.

5. Company Rights

EXPRESS FOODIE LLP reserves the right to:

Review restaurant related cancellations
Restrict or suspend restaurants violating platform policies
Modify restaurant availability on the platform
Take reasonable actions necessary to maintain service quality and customer experience

SECTION D – AUTOMATIC ORDER REJECTION

1. Automatic Rejection of Orders

In certain situations, an order may be automatically rejected if the restaurant does not respond to the order request within the required operational time.

Automatic rejection helps maintain service efficiency and prevents unnecessary waiting for customers.

2. Customer Notification

If an order is automatically rejected, customers may receive:

Order cancellation notification
Updated order status
Refund information (where applicable)
Customer support assistance, if required

Notifications may be sent through:

Mobile Application
Push Notifications
Official communication channels

3. Refund Eligibility

If an online payment has been successfully completed and the order is automatically rejected, the customer may be eligible for a refund according to this Refund & Cancellation Policy.

Approved refunds are generally processed through the original payment method.

4. Cash on Delivery (COD)

For Cash on Delivery (COD) orders that are automatically rejected, customers will not be charged any amount.

5. Limitation of Liability

EXPRESS FOODIE LLP makes reasonable efforts to ensure smooth order processing.

However, automatic rejection may occur due to:

Restaurant unavailability
Operational issues
Technical interruptions
Network related issues
Other circumstances beyond reasonable operational control

EXPRESS FOODIE LLP shall not be liable for losses arising solely from such automatic rejections, except as otherwise required by applicable law.

6. Policy Updates

EXPRESS FOODIE LLP reserves the right to modify or update automatic order rejection processes and related policies from time to time in order to improve customer experience and operational efficiency.

SECTION E – PAYMENT FAILURE

1. Payment Failure

In certain situations, online payments may fail due to reasons beyond the control of EXPRESS FOODIE LLP.

These situations may include:

Banking issues
Network interruptions
Technical issues
Payment gateway related problems
Other operational or system related reasons

2. Failed Transactions

If a payment transaction fails:

The order may not be confirmed.
Customers may be required to retry the payment.
Customers may choose another available payment method, if applicable.

3. Amount Deducted but Order Not Confirmed

In certain cases, the payment amount may be deducted from the customer's account but the order may not be successfully created due to technical or operational issues.

In such situations:

The transaction may be automatically reversed.
Customers may become eligible for a refund according to this Refund & Cancellation Policy.
Customers may contact customer support if the issue remains unresolved.

4. Customer Responsibility

Customers are advised to:

Verify payment details before making payments.
Ensure sufficient balance or payment limits.
Use authorized payment methods only.
Retain payment confirmations and transaction references for future assistance.

5. Company Responsibility

EXPRESS FOODIE LLP makes reasonable efforts to provide secure and reliable payment services.

However, EXPRESS FOODIE LLP shall not be liable for:

Bank related failures
Network failures
Third-party payment gateway interruptions
Delays caused by financial institutions
Circumstances beyond reasonable control

except where required under applicable laws.

6. Support for Payment Issues

Customers experiencing payment related issues may contact:

In-App Support
Official Customer Support
Other official communication channels provided by EXPRESS FOODIE LLP

We will make reasonable efforts to assist customers in resolving payment related concerns.

SECTION F – REFUND METHOD & REFUND TIMELINE

1. Refund Method

Approved refunds are generally processed through the original payment method used by the customer during the transaction.

Refunds may be processed through:

UPI
Debit Cards
Credit Cards
Bank Accounts
Other eligible payment methods

EXPRESS FOODIE LLP does not provide cash refunds for online payments unless otherwise required by applicable laws or company policies.

2. Refund Timeline

Refund processing times may vary depending on:

Payment provider
Banking systems
Financial institutions
Applicable payment methods

Generally:

UPI refunds may take approximately 1 to 3 working days.
Debit Card and Credit Card refunds may take approximately 5 to 7 working days.

Actual timelines may vary depending on external financial institutions and payment providers.

3. Refund Status

Customers may receive refund related updates through:

Mobile Application
Push Notifications
Official communication channels

Customers may also contact customer support to inquire about refund status.

4. Delayed Refunds

If a refund is delayed beyond the expected timeframe, customers are encouraged to:

Check with their bank or payment provider.
Verify transaction status.
Contact EXPRESS FOODIE LLP customer support.

We will make reasonable efforts to assist customers in resolving refund related issues.

5. Final Decision

Refund eligibility and approval are subject to:

Order details
Payment status
Applicable company policies
Operational requirements
Applicable laws

EXPRESS FOODIE LLP reserves the right to review refund requests and make decisions based on the facts and circumstances of each case.

6. Changes to Refund Process

EXPRESS FOODIE LLP reserves the right to modify refund methods, timelines and related procedures from time to time.

Any significant changes may be communicated through the application, website or official communication channels.

SECTION G – REFUND NOT AVAILABLE

1. Situations Where Refund May Not Be Available

Refunds may not be available in certain situations, including but not limited to:

Orders that have already been accepted and prepared by the restaurant.
Orders that have already been successfully delivered.
Orders where delivery could not be completed due to incorrect or incomplete customer information.
Cases where customers are unavailable or unreachable during delivery.
Situations involving misuse of the platform or violation of company policies.
Other circumstances where services have already been substantially performed.

2. Partial or Conditional Refunds

Certain refund requests may be reviewed on a case-by-case basis.

Depending on the circumstances, EXPRESS FOODIE LLP may:

Approve a full refund.
Approve a partial refund.
Decline the refund request.

Any decision regarding refunds shall be based on:

Order details
Payment status
Operational requirements
Applicable company policies
Applicable laws

3. Fraudulent or Misleading Claims

Refunds may be refused if:

False information is provided.
Fraudulent activities are suspected.
Customers misuse refund facilities.
Customers violate applicable policies or Terms & Conditions.

EXPRESS FOODIE LLP reserves the right to investigate suspicious activities and take appropriate actions where necessary.

SECTION H – CONTACT SUPPORT & POLICY UPDATES

1. Customer Support

Customers may contact EXPRESS FOODIE LLP for assistance regarding:

Refund requests
Cancellation requests
Payment related issues
Failed transactions
Order related concerns
Other refund or cancellation related questions

Customers may contact us through:

In-App Support
Official Email
Other official communication channels provided by EXPRESS FOODIE LLP

2. Contact Information

Company Name:
EXPRESS FOODIE LLP

LLPIN:
ACY-6617

Registered Office:
Govindgarh (Jaipur)
Rajasthan – 303712
India

Email:
support@expressfoodie.in
privacy@expressfoodie.in

3. Policy Updates

EXPRESS FOODIE LLP reserves the right to modify or update this Refund & Cancellation Policy at any time.

Any significant changes may be communicated through:

Mobile Application
Official Website
Notifications
Other official communication channels

Continued use of our services after such changes constitutes acceptance of the updated Refund & Cancellation Policy.

4. Relationship with Other Policies

This Refund & Cancellation Policy should be read together with:

Privacy Policy
Terms & Conditions
Delivery Policy

In the event of any inconsistency, EXPRESS FOODIE LLP reserves the right to interpret and apply policies in accordance with applicable laws and operational requirements.

SECTION I – FINAL PROVISIONS

1. Company Rights

EXPRESS FOODIE LLP reserves the right to review refund and cancellation requests in accordance with:

Applicable laws
Operational requirements
Company policies
Order and payment details

All decisions made by EXPRESS FOODIE LLP regarding refunds and cancellations shall be subject to applicable laws and reasonable business practices.

2. No Waiver

Failure by EXPRESS FOODIE LLP to enforce any provision of this Refund & Cancellation Policy shall not constitute a waiver of any rights under this Policy.

3. Severability

If any provision of this Refund & Cancellation Policy is found to be invalid or unenforceable under applicable law, the remaining provisions shall continue to remain valid and enforceable.

4. Entire Policy

This Refund & Cancellation Policy, together with the Express Foodie Privacy Policy, Terms & Conditions and any other applicable Express Foodie policies published from time to time, constitutes the complete policy governing refunds, cancellations and related matters for services provided by EXPRESS FOODIE LLP.