Refund & Cancellation Policy

1. Order Cancellation

Customer-Initiated Cancellation

You may cancel your order at no charge if the cancellation is made before the restaurant accepts the order (typically within 2 minutes of placing). Once a restaurant has accepted and started preparing your order, cancellation may not be possible.

To cancel, go to My Orders in the Craveze app and tap Cancel Order. The option is available only while the order is in "Pending" status.

Restaurant or Platform-Initiated Cancellation

If a restaurant cannot fulfil your order (due to items being unavailable, restaurant being closed, or other operational issues), your order will be cancelled and you will receive a full refund automatically.

If Craveze cancels your order due to payment failures, suspected fraud, or technical issues, a full refund will be issued to your original payment method.

2. Refund Eligibility

You are eligible for a full or partial refund if:

• You received the wrong items or incorrect quantities
• Items were missing from your order
• The food quality was significantly below standard (spoiled, contaminated, or inedible)
• The order was not delivered within 90 minutes of the estimated delivery time
• The restaurant cancelled your order after acceptance
• You were charged multiple times for the same order (duplicate payment)
• Your payment was deducted but no order was placed (payment failure on our end)

Refund claims must be raised within 24 hours of the order delivery time through the app or by emailing support@craveze.com.

3. Non-Refundable Situations

Refunds will not be issued in the following circumstances:

• You changed your mind after the restaurant accepted and began preparing the order
• You provided an incorrect delivery address
• You were unavailable at the delivery location and the delivery was cancelled as a result
• The complaint is raised more than 24 hours after the order
• Promotional or discounted orders where the specific offer terms exclude refunds
• Craveze Wallet balance — wallet credits are non-transferable and non-refundable to bank accounts

4. Refund Timeline

Timelines above are from the date of refund approval. Bank processing times may vary. If you have not received your refund within the stated period, please contact your bank before reaching out to us.

5. Refund Method

Refunds are processed to the original payment method used at the time of purchase. We do not issue refunds to a different card, account, or payment method than the one originally used.

If your original payment method is no longer valid (e.g., expired card), please contact us at support@craveze.com so we can arrange an alternative.

6. How to Claim a Refund

You can raise a refund request through any of the following channels:

1. In-App: Go to My Orders → Select the order → Tap "Report an Issue" → Describe the problem and submit.
2. Email: Send details (order ID, issue description, photos if applicable) to support@craveze.com.
3. Chat: Use the in-app support chat to speak with our team.

Our support team will review your request and respond within 24 hours on business days (Monday to Saturday, 10 AM to 7 PM IST). Approved refunds are processed within 1 business day of approval.

7. Contact Us