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Refund Policy

Cancellations and Refunds

  • Cancellation
  • As a general rule you shall not be entitled to cancel your order once you have received confirmation of the same. If you cancel your order after it has been confirmed, Foodtango shall have a right to charge you a cancellation fee of a minimum INR 75 up to the order value, with a right to either not to refund the order value or recover from your subsequent order, the complete/ deficit cancellation fee, as applicable, to compensate our restaurant and delivery partners. Foodtango shall also have right to charge you a cancellation fee for the orders canceled by Foodtango for the reasons specified under clause 1(iii) of this cancellation and refunds policy. In case of cancellations for the reasons attributable to Foodtango or its restaurant and delivery partners, Foodtango shall not charge you any cancellation fee.
  • However, in the unlikely event of an item on your order being unavailable, we will contact you on the phone number provided to us at the time of placing the order and inform you of such unavailability. In such an event you will be entitled to cancel the entire order and shall be entitled to a refund in accordance with our refund policy.
  • We reserve the sole right to cancel your order in the following circumstance:
    • in the event of the designated address falls outside the delivery zone offered by us;
    • failure to contact you by phone or email at the time of confirming the order booking;
    • failure to deliver your order due to lack of information, direction or authorization from you at the time of delivery; or
    • unavailability of all the items ordered by you at the time of booking the order; or
  • Refunds
    • You shall be entitled to a refund only if you pre-pay for your order at the time of placing your order on the Platform and only in the event of any of the following circumstances:
      • your order packaging has been tampered or damaged at the time of delivery
      • us cancel your order due to (A) your delivery location following outside our designated delivery zones; (B) failure to contact you by phone or email at the time of confirming the order booking; or (C) failure to contact you by phone or email at the time of confirming the order booking; or
    • Our decision on refunds shall be at our sole discretion and shall be final and binding.
    • All refund amounts shall be credited to your account within 3-4 business days in accordance with the terms that may be stipulated by the bank which has issued the credit/debit card.
  • In case of payment at the time of delivery, you will not be required to pay for:
    • orders where the packaging has been tampered or damaged by us;
    • wrong order being delivered; or
    • items missing from your order at the time of delivery.

Terms of service

  • You agree and acknowledge that we shall not be responsible for:
    • The services or goods provided by the Merchant including, but not limited, serving of food orders suiting your requirements and needs;
    • The Merchant’s services or goods not being up to your expectations or leading to any loss, harm or damage to you;
    • The availability or unavailability of certain items on the menu; or
    • The Merchant serving the incorrect orders.
  • The details of the menu and price list available on the Platform are based on the information provided by the Merchants and we shall not be responsible for any change or cancellation or unavailability.
  • You may not be able to avail our Services if your delivery location is outside our current scope of Service. We will keep you informed of the same at the time of confirming your order booking.
  • You understand that delivery periods quoted to you at the time of confirming the order is an approximate estimate and may vary. We will not be responsible for any delay in the delivery of your order.
  • You order will be only delivered to the address designated by you at the time of placing the order on the Platform. We reserve the right to cancel the order, in our sole discretion, in the event of any change to the place of delivery and you shall not be entitled to any refund for the same. Delivery in the event of change of the delivery location shall be at our sole discretion.
  • You shall undertake to provide adequate directions, information and authorizations to accept delivery. In the event of any failure to accept delivery, failure to deliver within the estimated time due to your failure to provide appropriate instructions or authorizations, then such goods shall be deemed to have been delivered to you and all risk and responsibility in relation to such goods shall pass to you and you shall not be entitled to any refund for the same. Our decision in relation to this shall be final and binding.
  • You understand that our liability ends once your order has been delivered to you.
  • Services provided:
    • You confirm that we shall not be responsible for any deficiency in payment of consideration payable towards the goods purchased from the Services.
    • Each purchase on the Service shall contain necessary instructions to redeem the Services. The terms of the Services shall be governed by these Terms of Use and any other terms as set out in such document confirm such sale of Service. You shall not be entitled to receive any credit, refund or cash back for the value of the goods sold if you fail to redeem the goods within the expiry date or in accordance with the terms therein.
    • You agree and acknowledge that neither us nor the Merchant shall be liable in the event of you failing to adhere to the Terms of Use.
    • You might be required to provide your credit or debit card details to the approved payment gateways while making the payment. In this regard, you agree to provide correct and accurate credit/ debit card details to the approved payment gateways for availing the Services. You shall not use the credit/ debit card which is not lawfully owned by you, i.e. in any transaction, you must use your own credit/ debit card. The information provided by you will not be utilized or shared with any third party unless required in relation to fraud verifications or by law, regulation or court order. You will be solely responsible for the security and confidentiality of your credit/ debit card details. We expressly disclaim all liabilities that may arise as a consequence of any unauthorized use of your credit/ debit card.
  • We do not offer any refunds against goods already purchased from the Platform unless an error that is directly attributable to us has occurred during the purchase of such products or services.
  • We constantly strive to provide you with accurate information on the Platform. However, in the event of an error, we may, in our sole discretion, contact you with further instructions.
  • If you use the Platform, you do the same at your own risk.

You agree that the Services shall be provided by us only during the working hours of the relevant Merchants

 

Cancellation and Refund Policy

Any Capitalized terms used but not defined herein shall have the meaning assigned to them under the Terms of Use which govern your use of our website www.foodtango.in (the “Website”) and our ‘Foodtango’ application for mobile and handheld devices (the “App”). The Website and the App are jointly referred to as the “Platform”.

Customer Cancellation

    • As a general rule Buyer shall not be entitled to cancel Order once placed. Buyer may choose to cancel Order only within one-minute of the Order being placed. However, subject to Buyer’s previous cancellation history, Foodtango reserves the right to deny any refund to Buyer pursuant to a cancellation initiated by Buyer even if the same is within one-minute followed by suspension of account, as may be necessary in the sole discretion of Foodtango.
    • If Buyer cancels his/her Order after one minute of placing it, Foodtango shall have a right to collect a penalty of 100% of the Order amount for breach of contract terms as a compensation for the damages suffered by Foodtango, with a right to either not to refund the Order value in case Buyer’s Order is prepaid or recover from the Buyer’s subsequent Order in case his/her Order is postpaid, to compensate the Merchants and PDPs.


 

Non-Customer Cancellation

Foodtango reserves the right to collect a penalty for the Orders constrained to be cancelled by Foodtango for reasons not attributable to Foodtango, including but not limited to:

      • in the event if the address provided by Buyer is either wrong or falls outside the delivery zone;
      • failure to contact Buyer by phone or email at the time of delivering the Order booking;
      • failure to deliver Buyer Order due to lack of information, direction or authorization from Buyer at the time of delivery; or
      • unavailability of all the items ordered by Buyer at the time of booking the Order; or
      • unavailability of all the items ordered by Buyer at the time of booking the Order. However, in the unlikely event of an item in an Order being unavailable, Foodtango will contact the Buyer on the phone number provided to us at the time of placing the Order and inform Buyer of such unavailability. In such an event Buyer will be entitled to cancel the entire Order and shall be entitled to a refund to an amount upto 100% of the Order value.

In case of cancellations for the reasons attributable to Foodtango or the Merchant or PDP, Foodtango shall not collect any penalty from the Buyer.


 


 

Refunds

Buyer may be entitled to a refund for prepaid Orders. Foodtango retains the right to retain the penalty payable by the Buyer in Section I(2) from the amount refundable to him/her. The Buyer shall also be entitled to a refund of proportionate value in the event packaging of an item in an Order or the complete Order, is either tampered or damaged and the Buyer refuses to accept at the time of delivery for the said reason; Buyer may be entitled to a refund upto 100% of the Order value if PDP fails to deliver the Order due to a cause attributable to either PDP or Foodtango, however such refunds will be assessed on a case to case basis by Foodtango. Our decision on refunds shall be final and binding. All refund amounts shall be credited to Buyer’s account as may be stipulated as per the payment mechanism of Buyer’s choice, the estimated timelines are detailed as below, in case Buyer don't choose to credit it to Buyer’s wallet with his/her Foodtango Account;

 

Note : for Refund in any case customer need to share us images of the issue or Video to be eligible.
 

Process

Payment Method

Refund Source

TAT

Order Edit/Cancellation/Compensation/Payment Failure

Net Banking

Source

5-7 Business Days

Debit/Credit Cards

UPI

Wallets

In case of payment at the time of delivery, Buyer will not be required to pay for: Orders where packaging is either tampered or damaged at the time of delivery; Wrong Order being delivered; or Items missing from Buyer’s Order at the time of delivery. Provided the same is communicated to Foodtango Customer Care through the Platform before the Order is marked delivered.


 

Specific Terms with respect to Use of Platform for purchase of alcoholic beverages

Cancellation: As a general rule the Buyer shall not be entitled to cancel his/her Order once placed. If the Buyer cancels his/her Order, Foodtango shall have a right to collect the Buyer 100% of the Order amount as the cancellation fee, with a right to either not to refund the Order value in case the Buyer’s Order is prepaid or recover from the Buyer’s subsequent Order(s) in case Buyer’s Order is postpaid, to compensate the Merchants and PDPs.

Non-Customer Cancellation: Foodtango reserves the right to collect the Buyer cancellation fee for the Orders constrained to be cancelled by Foodtango for reasons not attributable to Foodtango or Merchant, including but not limited to:

in the event if the address provided by the Buyer is either wrong or falls outside the Foodtango’s delivery zone; failure to contact the Buyer by phone or email at the time of delivering the Order; failure to deliver the Buyer’s Order due to lack of information, direction or authorization from the Buyer at the time of delivery; or the Buyer’s failure to provide a valid OTP to the PDP for receiving delivery
 

Refunds: The Buyer may be entitled to a refund for prepaid Orders, post deduction of cancellation fee, if any for reasons mentioned above or in a manner as deemed fit by Foodtango in its sole discretion, if refund has been requested due to the following reasons:

If the Order could not be delivered within 2 hours; If the Merchant cancels the Order due to reasons not attributable to the Buyer, including but not limited to store being closed, non-availability of items, store not servicing online Orders, overcrowding at store, etc.; If Foodtango cancels the Order due to reasons not attributable to the Buyer, including but not limited to non-availability of PDPs, etc.

The Buyer may be entitled to refund due to the aforesaid reasons upto 100% of the Order value depending upon the nature of issue. Foodtango reserves the right to consider the cancellation and refund request and determine if such cancellation and refund request satisfy any of the aforesaid conditions, in which case Foodtango shall process the cancellation request and refund to Buyer.

 

    • Important Note 1: The Buyer shall verify his/her Order and the products before providing OTP to the PDP and any issue with respect to the product or Buyer’s Order shall be notified immediately, and cancellation request shall be placed before providing OTP to the PDP. Once OTP is provided to the PDP, it shall be deemed that the Buyer has accepted delivery of his/her Order and once he/she has accepted delivery, the Buyer cannot cancel the Order and/or claim refund.


 

    • Important Note 2: In case of the complaint of any spurious product, the liability shall solely lie with the Merchant selling the product. Foodtango is merely facilitating the transactions between the Merchant and the Buyer and therefore, Foodtango shall assume no liability with respect to the products sold by the Merchant. Foodtango strictly discourages dealing of any spurious product on its Platform and shall reserve the right to report such incidents to the concerned authorities for appropriate legal actions.


 

Flip order cancellation policy

Cancellation of a Pick-up and Drop order after the delivery partner has reached the location but has not picked up the items may invite a cancellation fee in the range of Rs. 20 to Rs. 35. Cancellation of a Pick-up and Drop order after the delivery executive has picked up the delivery items will result in a cancellation fee being charged equivalent to the entire service fee.