Cancellation & Refund Policy
Effective Date: September 2026 • Last Updated: September 5, 2026
1. Prepaid Wallet Recharges & First Recharge Policy
The initial ₹2,500 payment is a First Wallet Rechargethat is credited 100% to the Restaurant Partner's KitchenZap wallet balance. It is not an onboarding, setup, or installation fee.
- Utility Consumption Only: Wallet balances represent closed-loop prepaid software utility credits intended solely for automated order fee deductions (₹5, ₹8, ₹10 per accepted order).
- Non-Refundable Balance: All voluntary monetary wallet recharges and top-ups made onto the platform are non-refundable and non-transferable to cash or bank accounts, except in verified technical billing anomalies.
- Account Closure: If a restaurant partner chooses to deactivate or discontinue platform use, unutilized wallet balance cannot be encashed. Merchants are encouraged to continue operations until the prepaid balance is naturally consumed.
- Promotional Credits: Any welcome credits or goodwill top-ups have zero cash value and cannot be refunded or encashed under any circumstances.
2. Failed Transactions & Duplicate Billing Reversals
In the event of a technical transaction discrepancy during wallet recharge:
• Where funds are successfully debited from your bank account but wallet credit is not completed due to network gateway timeouts, the transaction is reversed or refunded according to the applicable payment aggregator (e.g. Razorpay) and banking network processing timelines.
• If duplicate charges occur for a single recharge intent, please notify us with the payment gateway reference or Payment ID at billing@kitchenzap.in. Upon verification, any confirmed duplicate charge will be submitted for gateway reversal.
3. End-Diner Food Order Cancellation Policy
- Before Kitchen Acceptance:If an order is rejected or cancelled by the restaurant before food preparation begins, online payments are reversed back to the diner's source account.
- After Kitchen Acceptance: Once an order is accepted and food preparation has commenced in the kitchen, food orders cannot be cancelled or refunded by the diner.
- Food Quality & Missing Items: Any refunds related to food taste, missing dishes, or incorrect packaging must be raised directly with the restaurant merchant.