Cancellation and Refund Policy

This Policy applies to all user categories across the Cravme software ecosystem:

• Diners & Customers: Individuals placing takeaway, dine-in QR, or home delivery food orders.
• Restaurant & Merchant Partners: Accepting, preparing, and fulfilling orders on biz.cravme.com or Cravme POS software.
• Delivery Partners: Handling logistics dispatches via the Cravme Delivery Partner application.
• SaaS Subscribers: Merchant accounts subscribing to Cravme POS and restaurant operating system software plans.

All online food orders placed through Cravme follow a strict 4-step verification and payment cycle:

1. Order Initiation & Waiting Screen

When a customer submits an order on the Cravme mobile app, web portal, or desktop interface, the order request is transmitted in real time to the selected Restaurant Partner's POS terminal or merchant app. During this time, the customer interface displays a "Waiting for Restaurant Acceptance" screen.

2. Merchant Verification & Acceptance / Rejection Note

The restaurant owner or POS operator receives a notification popup to verify item stock and kitchen preparation capacity:

• If Rejected: The restaurant partner rejects the order request and provides a rejection note (e.g. "Item Out of Stock", "Kitchen Closed"). The customer's order status updates immediately to "Rejected" with the reason note displayed. No payment is charged.
• If Accepted: The restaurant partner approves the order request, and processing proceeds based on the selected payment method.

3. Payment Mode Execution & 5–10 Minute Window

• Online Payment Orders: Upon restaurant acceptance, the customer is granted a 5 to 10 minute payment window to complete payment via UPI, Credit/Debit Card, or Netbanking. Upon successful payment confirmation, the Kitchen Order Ticket (KOT) is generated and kitchen prep commences. If payment is not completed within 5–10 minutes, the order is automatically marked as "Expired / Cancelled".
• Pay on Delivery (POD) Orders: Upon restaurant acceptance of a eligible POD order, kitchen preparation and KOT generation start IMMEDIATELY (no 5–10 minute payment wait required).

1. Zero Cancellation Post-KOT

Once payment is completed (or POD accepted) and the Kitchen Order Ticket (KOT) is sent to the restaurant kitchen, NO CANCELLATIONS OR MODIFICATIONS ARE PERMITTED.

2. No Refunds Upon Insisted Cancellation

If a customer insists on cancelling an order after kitchen preparation has commenced (post-KOT generation), NO REFUND WILL BE ISSUED. A 100% cancellation fee equal to the total order value will be retained to compensate the Restaurant Partner for prepared food items and ingredients.

The Pay on Delivery (POD) / Cash on Delivery (COD) option is subject to platform availability and strict operational restrictions:

1. Late-Night Hours Restriction

Pay on Delivery (POD) is NOT supported for late-night delivery hours (10:00 PM to 6:00 AM) to ensure delivery partner safety and cash handling security. All orders placed during late-night hours MUST be paid online.

2. Unpaid Penalty & Account Freeze Restriction

Pay on Delivery (POD) is NOT supported if there is an active unpaid penalty balance or prior delivery refusal on the customer's account.

3. Refusal Penalty & Mandatory Online Clearance

If a Pay on Delivery (POD) order is accepted or dispatched and the customer subsequently refuses delivery, cancels, or is unreachable at the delivery address:

• The full order value is added to the customer's account as an outstanding unpaid penalty balance.
• Pay on Delivery (POD) is immediately FROZEN / BLOCKED on that account.
• To place future orders, the customer MUST pay online, and checkout mandates clearing the outstanding penalty balance in full along with the new order payment before the new order can be processed.

Cravme or the fulfilling Restaurant Partner may cancel an order under the following circumstances, with a 100% full refund credited to the customer:

1. Item Out of Stock: Key menu items ordered become unavailable prior to kitchen acceptance.
2. Kitchen Capacity / Closing: Restaurant kitchen is closed, overloaded, or unable to fulfill the order.
3. Delivery Area Unserviceable: Extreme weather conditions, civic disruptions, or unavailability of delivery partners in the delivery zone.
4. Fraud / Security Alerts: Automated security systems flag the order or payment transaction as fraudulent or suspicious.

A customer is eligible for a full or partial refund under the following verified conditions:

1. Missing or Wrong Items Delivered

If items delivered are completely missing, incorrect, or mismatched from the order receipt, a pro-rated or full refund for the affected items will be issued upon submitting photographic proof within 2 hours of delivery.

2. Spilled, Damaged, or Inedible Food

If the food packaging is destroyed, severely spilled, contaminated, or unfit for consumption due to transit mishandling, a full or partial refund will be provided following verification by customer support.

3. Excessive Delivery Delays

If an order is delayed beyond 45 minutes past the estimated delivery time (ETA) for reasons solely attributable to Cravme dispatch or delivery partners (excluding extreme weather, heavy rain, or civic blockades), customers may cancel and request a full refund.

4. Non-Delivery

If an order is marked as "Delivered" but was never received by the customer, a full 100% refund is issued following GPS dispatch log verification.

Refunds will NOT be provided under the following conditions:

• Personal food taste, spice level preferences, or subjective dietary dissatisfaction where items were prepared according to the published menu description.
• Incorrect items selected by the customer during checkout.
• Cancellations requested after food delivery has been successfully handed over or post-KOT kitchen generation.
• Fraudulent, abusive, or fake refund claims submitted without valid photo proof or order details.

1. Original Payment Source: Refunds are automatically processed back to the original payment method used during checkout (UPI handle, debit card, credit card, net banking, or digital wallet).
2. Standard Bank Timelines:

• UPI / Instant Payments: Processed within 24 to 48 hours.
• Credit / Debit Cards & Net Banking: Processed within 3 to 7 business days, depending on bank gateway settlement cycles (Juspay, Razorpay).

1. Cravme Wallet / Credits: Instant credit (within 1 to 2 hours) if the customer opts to receive refunds as platform credit for future food orders.

For restaurant merchants subscribing to Cravme POS and restaurant operating software on biz.cravme.com:

1. 14-Day Free Onboarding Trial: No payment is required during the 14-day initial trial period.
2. Monthly Subscription Plans: Monthly software subscription fees are non-refundable once the billing cycle begins. Merchants may cancel auto-renewal at any time prior to the next billing date.
3. Annual Subscription Plans: If an annual SaaS subscription is cancelled within thirty (30) days of purchase and platform usage has not exceeded 5 billing days, a pro-rated refund (minus setup fees) may be issued upon written request to [billing@cravme.com](mailto:billing@cravme.com).

For cancellation assistance, refund status tracking, or billing disputes, contact:

INCOSS Technologies Private Limited

Brand & Service: Cravme

Attn: Billing & Refund Desk

Address:

Indiranagar, 100 Feet Road,

Bengaluru, Karnataka 560038, India

Billing & Refund Support: billing@cravme.com | support@cravme.com

Legal & Privacy: privacy@cravme.com

Help Desk: https://cravme.com/contact

We review and process verified refund requests within two (2) business days.