1. Cancelling an order (customer)

• Before the restaurant accepts / starts preparing: you may cancel free of charge and receive a full refund of any amount paid.
• After preparation has started: the order generally cannot be cancelled. If you cancel, a charge up to the full order value may apply because the food has been made and cannot be resold.
• After the order is dispatched / out for delivery: it cannot be cancelled and is non-refundable, except in the quality/service situations in Section 5.

Cancellation windows are shown in the app at the time of ordering.

2. Cancellations by the restaurant or Zyumm

An order may be cancelled by the restaurant or by us — for example, if an item is unavailable, the kitchen is closed or overloaded, your address is outside the serviceable/deliverable area, a payment or fraud check fails, or due to events beyond reasonable control. In such cases you receive a full refund of any amount paid for that order.

3. When you are eligible for a refund

You are generally eligible for a full or partial refund where:

• The order was cancelled before preparation, or cancelled by the restaurant/us.
• Items were missing, incorrect, or materially different from what you ordered.
• The food was spilled, damaged, spoiled, or of clearly unacceptable quality on arrival.
• The order was not delivered, or was undeliverable due to no fault of yours.
• You were charged incorrectly (e.g. a duplicate or failed transaction).

Refund amounts (full or partial) are determined case-by-case based on the issue, and may be issued as a refund to your original payment method or, where you prefer and it is available, as Zyumm wallet credit.

4. Refund method & timeline

• Online payments: refunds are made to the original payment method/source. Once approved, they are typically initiated within 24–48 hours and may take 5–7 business days to reflect, depending on your bank/payment provider.
• Wallet credit: credited to your Zyumm account, usually instantly after approval.
• Cash on delivery: where a refund is due, it is issued to your wallet or a bank/UPI account you provide.

5. Quality or service issues

If something is wrong with your order, please report it promptly — ideally within 1 hour of delivery — through in-app support with details and, where possible, photos. We will investigate with the restaurant/delivery partner and, if the claim is valid, issue an appropriate full or partial refund or replacement.

6. Non-refundable situations

• Change of mind after the food has been prepared or dispatched.
• Incorrect delivery address or unavailability of the customer, a wrong/switched-off phone, or refusal to accept a correctly delivered order.
• Minor differences in taste, portion or presentation that are subjective.
• Fraudulent, abusive or repeated non-genuine refund claims.

7. How to raise a cancellation or refund request

Use Help & Support in the app for the relevant order, or email support@zyumm.com. If you are not satisfied with the resolution, you may escalate to our Grievance Officer (details below). Nothing in this policy limits your rights under the Consumer Protection Act, 2019.