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Billing & Cancellation Norms

Cancellation & Refund Policy

Effective Date: September 2026 • Last Updated: September 5, 2026

1. SaaS Wallet Recharges — Strict No-Cash Refund Policy

Prepaid Utility Credits Policy

All monetary wallet recharges and top-ups made by Restaurant Partners onto the KitchenZap platform are strictly non-refundable and non-transferable.

  • Utility Consumption Only: Wallet balances represent closed-loop prepaid utility credits intended solely for automated order fee deductions (₹5, ₹8, ₹10 per accepted order).
  • Account Closure: If a restaurant partner chooses to deactivate or terminate their account, any remaining unutilized wallet balance cannot be encashed or refunded to a bank account. The merchant is advised to keep the service active until the balance is naturally exhausted.
  • Promotional Credits: Any onboarding welcome bonus credits, promotional balances, or goodwill top-ups have zero cash value and are non-refundable under all circumstances.

2. Failed Transactions & Double Billing Reversals

In the rare event of a technical transaction discrepancy during wallet recharge:

• If your bank account was debited but the wallet credits failed to reflect on the dashboard due to a network gateway timeout, the payment aggregator will automatically reverse the funds to your source bank account within 5 to 7 business days.

• If duplicate charges occur for a single recharge intent, please notify us with the Razorpay Payment ID at billing@kitchenzap.in. Upon verification, the duplicate charge will be refunded.

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.