Refund & Cancellation Policy

1 Overview

At PocketRestro, we aim to ensure every order is fulfilled accurately and satisfactorily. We understand that issues can arise, and this policy outlines how we handle them fairly for both customers and restaurant partners.

2 Cancellation by Customer

2.1 Before Restaurant Accepts

You may cancel your order for a full refund if the restaurant has not yet accepted the order. Use the in-app cancellation option or contact us immediately at support@pocketrestro.in.

2.2 After Restaurant Accepts

Once a restaurant has accepted and begun preparing your order, cancellation is generally not possible. In exceptional circumstances, a partial refund may be considered at our discretion.

2.3 No-Show or Incorrect Address

If an order cannot be delivered due to an incorrect address or customer unavailability, no refund will be issued.

3 Cancellation by Restaurant or Platform

If an order is cancelled by the restaurant or by us due to:

• Item unavailability or stock-out
• Restaurant closure or operational issues
• Technical errors resulting in duplicate orders

A full refund will be initiated automatically within 5–7 business days to your original payment method.

4 Eligible Refund Scenarios

Refunds will be considered in the following cases:

• Wrong items delivered (different from what was ordered).
• Missing items from the order.
• Food quality significantly below acceptable standards (with valid proof such as photos).
• Order not delivered but marked as delivered.
• Duplicate payment or overcharge due to technical error.

5 Non-Eligible Refund Scenarios

Refunds will not be entertained for:

• Change of mind after order acceptance.
• Incorrect order details provided by the customer (e.g., wrong customization).
• Dissatisfaction based on personal taste preferences.
• Delays caused by traffic, weather, or factors beyond our control.
• Orders fully consumed before raising a complaint.

6 How to Raise a Refund Request

To raise a refund request:

• Contact us at support@pocketrestro.in within 24 hours of receiving the order.
• Provide your order ID, registered mobile number, and a description of the issue.
• Attach supporting evidence such as photographs where applicable.

We will review your request within 2 business days and notify you of the outcome.

7 Refund Processing

7.1 Approved Refunds

Approved refunds will be credited to your original payment method within 5–7 business days, depending on your bank or payment provider.

7.2 Wallet Credits

In certain cases, we may offer refunds as PocketRestro wallet credits usable on future orders, subject to your agreement.

7.3 Partial Refunds

In cases where only specific items are affected, a partial refund proportional to the affected items will be processed.

8 Contact for Refund Queries

Sandeep Singh (Operating as PocketRestro)

Email: support@pocketrestro.in

Website: pocketrestro.in

Support hours: Monday – Saturday, 9:00 AM – 7:00 PM IST