Cancellation and Refund

1. Cancellation by User:

a. Cancellation Consequences: If you cancel an order, or in cases where your actions lead to a cancellation (such as providing incorrect details or being unreachable at the time of delivery), this will be considered a breach of your authorization for us to place the order with the Restaurant Partners/Stores on your behalf (referred to as “Authorization Breach”). In such events, you will be charged liquidated damages equal to the value of the order. We reserve the right to recover these damages by any means deemed suitable, including deducting the amount from subsequent orders.

b. Responsibility for Incorrect Information: If a cancellation occurs due to incorrect information provided by you (e.g., wrong contact details or delivery address), or your unavailability or non-responsiveness at the time of delivery, it will also be considered an Authorization Breach, and you will be liable for liquidated damages as stated above.

2. Cancellation by OrderBro:

a. OrderBro-Initiated Cancellations: There might be instances where OrderBro is unable to process your order or must cancel your order due to reasons such as technical issues, non-availability of ordered items, or other factors attributable to OrderBro, our Restaurant Partners, or Delivery Partners. In such cases, you will not be charged a cancellation fee.

b. Refunds for OrderBro-Initiated Cancellations: If your order is cancelled after the payment has been charged, and you are deemed eligible for a refund, the appropriate amount will be reversed back to you. The refund process will be initiated by OrderBro.

3. Refunds and Resolutions:

a. Restaurant Partner/Store’s Discretion: No replacement, refund, or any other resolution will be offered without the explicit consent of the concerned Restaurant Partner/Store.

b. Complaints and Evidence: If you have a complaint regarding your order, such as food spillage, foreign objects in food, incorrect order delivery, or substandard quality, you must provide evidence of the issue to receive any resolution.

c. Adherence to Instructions: You are not entitled to a refund if the instructions provided with your order are not precisely followed. Restaurant Partners/Stores aim to follow your instructions on a best-effort basis.

d. Refund Process: All refunds will be processed through the same channel that was used for payment unless the refund is provided in the form of credits. The timeline for the refund to be reflected in your account will depend on the respective bank’s policies.