Refund Policy

You are eligible for a full or partial refund in the following situations:

• Order not delivered: Your order was confirmed and payment was collected, but the order was never delivered.

• Wrong items delivered: You received items that do not match your order.

• Missing items: One or more items from your order were not included.

• Significantly substandard quality: Food was spoiled, contained foreign objects, or was dangerous to consume (photographic evidence required).

• Payment deducted but order not placed: A technical error resulted in payment being deducted without an order being created.

Refunds will not be provided in the following cases:

• Change of mind after the order has been prepared or picked up.

• Incorrect address provided by the customer leading to delivery failure.

• Customer not available to receive the order after multiple attempts.

• Delay due to reasons beyond our control (e.g., traffic, weather, force majeure).

• Food quality issues reported more than 2 hours after delivery.

Within 2 minutes of order placement: Full refund, no questions asked.

After 2 minutes, before restaurant accepts: Full refund minus ₹10 processing fee.

After restaurant accepts, before preparation begins: Full refund minus ₹30 cancellation fee.

Once preparation has begun: No refund available unless at OrdNow's discretion.

To request a refund, go to Account → My Orders → Select Order → Report an Issue. Provide a clear description and photographic evidence where applicable.

Our team reviews refund requests within 24 hours. For straightforward cases (e.g., non-delivery), refunds are processed within 4 hours.

OrdNow Wallet: Instant credit upon approval.

UPI: 1–3 business days.

Debit/Credit Card: 3–5 business days (depending on your bank).

Net Banking: 3–5 business days.

Cash on Delivery orders: Refund to OrdNow Wallet (cannot be refunded to cash).

If you are dissatisfied with the refund decision, you may escalate to our Grievance Officer at grievance@ordnow.com. Decisions by the Grievance Officer are final at the platform level, after which you may approach the consumer forum.