Refund & Cancellation Policy

1. Cancelling an order

Cancellation is available from the order screen in the app while the order is in an eligible stage.

2. If the vendor cancels or rejects

If a vendor rejects your order (e.g. an item is unavailable) or cannot fulfil it, you receive an automatic full refund of the amount paid, and any subsidy consumed is re-credited. You will be notified in-app.

3. Failed or duplicate payments

If money is debited but no order is created (a payment failure or timeout), the amount is automatically refunded to the source by our payment partner. Duplicate charges for the same order are refunded in full once identified. If a refund does not appear within the timeline below, contact support with your payment reference.

4. Refund method & timelines

• Refunds are always made to the original payment method (UPI, card, netbanking or wallet) via Razorpay.
• Refunds are initiated by FoodValve within 24–48 hours of approval.
• Banks typically credit the amount within 5–7 business days of initiation; some card issuers may take longer.
• We do not offer cash refunds. Spot (counter) purchases paid in cash are handled directly by the vendor at the counter.

5. Subsidy reversal

When a refunded order consumed an employer meal subsidy, the subsidy amount is re-credited to your available balance (daily and monthly caps are restored accordingly). Subsidy amounts are never paid out in cash — they return as subsidy only.

6. Subscriptions & bulk orders

• Meal subscriptions can be paused, skipped or cancelled before the site's daily cut-off; skipped days are not charged.
• Bulk / event orders follow the cancellation terms confirmed at booking; cancellations after vendor preparation has begun may be partially or fully chargeable.

7. Food quality complaints

Food is prepared by independent vendors. If you receive an incorrect, incomplete or unsatisfactory order, report it from the app (Order → Help) or contact support@foodvalve.com within 24 hours of pickup, ideally with a photo. Verified complaints are resolved with a replacement or a full/partial refund, in coordination with the vendor. Serious food-safety issues are escalated per our Grievance Redressal process.

8. Uncollected orders

Prepared orders are held for pickup for the window shown at the counter/site (typically until the counter's closing). Orders not collected within the window may be disposed of for food-safety reasons and are not refundable. See the Delivery & Pickup Policy.

9. Getting help

Email support@foodvalve.com with your order ID, or use in-app support. We acknowledge refund requests within 48 hours and resolve most within 7 business days. Unresolved complaints can be escalated via our Grievance Officer.