This Refund & Cancellation Policy applies to orders placed on the Dishtro Platform, operated by Axicon Ads Services Pvt. Ltd.. Because food is perishable and prepared fresh on demand, cancellations and refunds are handled with specific conditions, explained below.
1. Cancelling an order
- Before the restaurant accepts / starts preparing: you can cancel free of charge directly from the app, and any amount paid online will be refunded in full.
- After preparation has started: cancellation may not be possible. If we are able to cancel, a charge may apply to cover food already prepared, and refunds may be partial or unavailable.
- After the order is out for delivery: orders generally cannot be cancelled at this stage.
2. Cancellation by a restaurant or Dishtro
Occasionally, an order may be cancelled by the restaurant or by us — for example, due to item unavailability, kitchen closure, the delivery location being unreachable, or operational issues. In such cases, any amount you paid online will be refunded in full to your original payment method or Dishtro wallet.
3. When you're eligible for a refund
You may be eligible for a full or partial refund (or a wallet credit, where applicable) in situations such as:
- The order was not delivered to you.
- Items were missing from your order.
- You received the wrong items.
- There was a genuine, verifiable quality issue with the food (e.g., spilled, stale, or significantly different from what was ordered).
- You were charged incorrectly.
We may ask for details such as photos or a description to help us verify and resolve the issue fairly.
4. When refunds are not applicable
Refunds may not be provided where:
- The order was cancelled after the restaurant had begun preparing the food (subject to Section 1).
- An incorrect or incomplete delivery address was provided by you.
- You were unavailable to receive the order despite reasonable attempts to deliver, or you refused to accept it without valid reason.
- The complaint is based purely on subjective taste preferences rather than a genuine quality defect.
- There is evidence of misuse, fraud, or repeated unreasonable refund claims.
5. Refund method & timeline
- Online payments: approved refunds are credited back to your original payment method (UPI, card, etc.). Depending on your bank or payment provider, this typically takes 5–7 business days to reflect.
- Dishtro wallet: where you choose or where applicable, refunds may be credited to your Dishtro wallet instantly or within a short period, for faster use on your next order.
- You will be notified once a refund has been initiated.
6. Cash on Delivery (COD) orders
For eligible refunds on COD orders, the refund amount will be credited to your Dishtro wallet or to a bank account/UPI ID you provide, as applicable. No charge is made for a COD order that is cancelled before it is dispatched.
7. Wallet & promotional balances
Refunds credited to your Dishtro wallet can be used towards future orders. Promotional credits, cashback, or coupon discounts are non-refundable and non-transferable, and are governed by their specific terms. Where an order paid partly with a coupon/credit is refunded, the refund is processed proportionally and the promotional portion is generally not returned as cash.
8. How to raise a refund or complaint
To request a refund or report an issue with an order:
- Open the Dishtro app and go to the relevant order in Order History.
- Use the Help / Report an issue option and describe the problem.
- Alternatively, email us at support@dishtro.in with your order number and details.
Please raise issues as soon as possible — ideally within 24 hours of delivery — so we can investigate effectively. Our team reviews each request and aims to respond within 24–48 hours.
9. Contact us
For any questions about this policy, reach out to:
- Email: support@dishtro.in
- Phone: +91 62655 08136
- Address: Axicon Ads Services Pvt. Ltd., Ward No. 1, Orchha Road, Prithvipur, Madhya Pradesh, India — 472336