Cancellation and Refund Policy

Last Updated: Mar 29, 2025

1. Introduction

At DeLaado, we strive to ensure a seamless and satisfying experience for our customers. This Cancellation and Refund Policy (“Policy”) outlines the terms and conditions for canceling orders and requesting refunds through our platform.

2. Order Cancellation

a. Customer-Initiated Cancellations
You may cancel your order before the Restaurant Partner begins preparation. The ability to cancel and the applicable window for cancellation may vary depending on the Restaurant Partner’s specific policy and the status of your order.

b. Restaurant Partner Cancellations
In rare cases, a Restaurant Partner may cancel your order if an item is unavailable or if there are unforeseen circumstances. In such cases, we will notify you promptly and issue a full refund if payment was already made.

3. Refunds

a. Eligibility
Refunds are generally available for orders canceled before the Restaurant Partner begins preparation. Once the order is in progress or out for delivery, refunds may not be applicable unless there is an issue with the order (e.g., incorrect items delivered, quality issues, or order not delivered).

b. Refund Process
For orders paid online (via Razorpay, PayU, or any other payment method), refunds will be processed back to the original payment source within 5–7 business days after approval. If you paid via Cash on Delivery (COD), refunds will be issued via bank transfer or UPI within 1–2 business days after we receive your bank/UPI details.

c. Processing Delays
Refund times may vary depending on your bank or payment provider. You will receive an email or SMS notification once your refund has been initiated.

d. Partial Refunds
In certain cases, partial refunds may be issued (e.g., if part of the order was incorrect or unavailable but the rest was delivered correctly).

4. Dispute Resolution

If you believe you are entitled to a refund and your request has been declined or partially fulfilled, you can escalate the matter by contacting our support team at support@delaado.in. We will review your claim and respond within forty-eight (48) hours.

5. Contact Us

If you have any questions or concerns about this Policy or your refunds, please reach out to us at support@delaado.in or call us at +91 9429693972. We’re here to help!