Refund & Cancellation

Refund & Cancellation Policy

We want every order to be perfect. If something goes wrong, here's exactly how we make it right.

Effective Date: April 26, 2026 · Version 1.0

5–7 Business Days

Standard refund processing time to your original payment method.

Secure Refunds

All refunds are processed through our secure, PCI-DSS compliant payment gateway.

Instant Delito Credits

Opt for Delito Credits as an instant alternative to bank refunds, valid for 90 days.

Report Within 24 Hours

Issues like wrong or poor-quality food must be reported within 24 hours of delivery.

Part A — Customer Refund Policy

Order not delivered but marked as delivered by the delivery partner
Incorrect item(s) delivered — item received does not match what was ordered
Missing item(s) — part of your order was not included in the delivery
Food received was spoiled, tampered with, or unfit for consumption
Duplicate payment charged for the same order
Successful payment made but order not confirmed or processed by the system
Order cancelled by the customer within the 2-minute free cancellation window after placement

Refunds will NOT be issued in the following circumstances:
• Customer changes their mind after the 2-minute free cancellation window has expired
• Customer ordered the wrong item, quantity, or restaurant
• Refund complaint raised more than 24 hours after the order was marked as delivered
• Order marked as delivered with confirmed customer sign-off or OTP verification
• Subjective dissatisfaction with taste, spice level, portion size, or presentation that matches the menu description
• Delivery delayed due to factors beyond Delito's control, including traffic, weather, road closures, or natural disasters
• Account suspended or terminated at the time of the refund request

Step 1: Open the Delito app and navigate to 'My Orders'.
Step 2: Select the relevant order and tap 'Report an Issue'.
Step 3: Choose the appropriate issue category (Missing Item, Wrong Item, Not Delivered, etc.).
Step 4: Provide a brief description and attach photo evidence where applicable (especially for wrong or spoiled food complaints).
Step 5: Submit the request. You will receive an acknowledgment within 2 hours.
Step 6: Delito's support team will investigate and communicate the resolution within 24–48 hours.
Refund requests can also be raised by contacting our support team at support@delito.com or through the in-app chat.

Original Payment Method: Refunds for card, UPI, net banking, and wallet payments are credited back to the original payment source within 5–7 business days.
Delito Credits: In certain cases, Delito may offer instant Delito Credits (app wallet) as an alternative to bank refunds. Credits are valid for 90 days from the date of issuance.
Cash on Delivery (COD): Refunds for COD orders are issued as Delito Credits to your in-app wallet, as cash refunds cannot be processed digitally.
Duplicate Payments: Duplicate payment refunds are processed within 3–5 business days to the original payment source.

Upon receiving a refund request, Delito will:
• Review the order details, delivery logs, and GPS data
• Contact the restaurant partner and/or delivery partner for their account of events
• Assess any photographic or video evidence submitted by the customer
• Cross-verify with payment gateway records in the case of payment disputes
Delito's decision on refund eligibility, following a thorough investigation, is final. We reserve the right to deny refunds where evidence suggests misuse of the refund process.

Delito monitors refund request patterns to detect abuse. If a customer account shows an unusually high frequency of refund requests or patterns indicative of fraudulent claims, Delito reserves the right to:
• Reject refund requests without investigation
• Place restrictions on the customer's ability to place future orders
• Permanently suspend the customer's account
• Recover amounts previously refunded in cases where fraud is confirmed

When a customer refund is approved by Delito following an investigation, the refund amount may be recovered from the vendor's settlement in the following cases:
• Wrong item dispatched due to restaurant error
• Item confirmed as missing at the time of packaging by restaurant staff
• Food quality complaint upheld upon investigation where the issue is attributable to preparation or packaging
• Order cancelled after acceptance due to stock unavailability or kitchen closure without timely notification
• Post-acceptance cancellation by the restaurant without valid reason

Chargebacks are deducted from the vendor's next applicable weekly settlement.
Vendors will receive a detailed settlement statement reflecting all chargeback deductions with order references.
Vendors may dispute a chargeback by raising a ticket at vendors@delito.com within 7 days of receiving the settlement statement.
Delito will review the dispute and provide a resolution within 10 business days.

• Order cancelled by the customer before restaurant preparation has commenced
• Delivery failure caused solely by the delivery partner (e.g., accident, non-delivery)
• Platform technical error resulting in order duplication or system failure
• Force majeure events such as natural disasters, bandhs, or government-imposed curfews

Deductions from a Delivery Partner's earnings may be made in the following situations:
• Failure to remit Cash on Delivery (COD) amounts — the full COD amount will be recovered from earnings
• Order confirmed as delivered but GPS and customer records indicate non-delivery — subject to investigation
• Damage to food or packaging caused by negligent handling during delivery
• Fraudulent order completion (marking orders as delivered without actual delivery)
• Outstanding amounts for Delito-issued delivery equipment not returned upon termination

COD amounts must be remitted as per the process specified in the Delivery Partner app.
Failure to remit COD amounts within the stipulated time will result in immediate deduction from earnings and may result in account suspension.
Repeated COD non-remittance will be treated as fraud and may result in permanent account termination and legal action.

Delito reserves the right to amend this Refund Policy at any time. Users will be notified of material changes via the app or email at least 7 days before the changes take effect.
This policy is governed by the laws of India. Disputes arising from refund decisions shall be resolved as per the dispute resolution mechanism stated in the respective Terms and Conditions.
Delito's decision on all refund and chargeback matters, following a fair investigation, is final and binding.
Effective Date: April 26, 2026 · Version 1.0

Our support team is available Monday–Sunday, 8:00 AM – 11:00 PM IST.

Vendors: vendors@delito.com · Delivery Partners: riders@delito.com