Cancellation & Refunds Policy

Last Updated: February 12, 2025

1. Order Cancellation

Orders can be cancelled within 5 minutes of placing the order. Once the restaurant has started preparing your food, cancellation is not possible.

1.1 How to Cancel

To cancel an order, go to your Orders page and click "Cancel Order" next to the relevant order. Cancellation is only available if the order status is "Order Placed".

1.2 Cancellation Charges

No cancellation charges apply if cancelled within the permitted time window. If the order has been prepared, cancellation is not possible.

2. Refund Policy

Refunds are processed based on the following conditions:

2.1 Eligible for Refund

  • Order cancelled within the permitted time window
  • Food not delivered due to restaurant/delivery partner issues
  • Quality issues with delivered food (with supporting evidence)
  • Incorrect items delivered
  • Missing items from order

2.2 Refund Process

Approved refunds are processed within 5-7 business days. The refund will be credited to the original payment method used for the order.

2.3 Refund Methods

  • Credit/Debit Cards: 5-7 business days
  • UPI/Wallets: 3-5 business days
  • Net Banking: 5-7 business days

3. Non-Refundable Situations

  • Order delivered successfully as per order details
  • Cancellation request after food preparation has started
  • Delivery failure due to customer unavailability or incorrect address
  • Subjective taste/preference issues

4. Quality Issues

If you receive food that doesn't meet quality standards, please contact us immediately with:

  • Order number
  • Photo/video evidence of the issue
  • Description of the problem

We will investigate and process refunds for genuine quality concerns.

5. Partial Refunds

In case of missing items or partial delivery issues, we may process partial refunds for the affected items only.

6. Contact for Refund Issues

For any refund-related queries or disputes, please contact us at:

  • Email: support@urbanplatter.online
  • Phone: +91 (022) 1234-5678

Please include your order number and relevant details for faster resolution.