Refund Policy

1. Overview

At Pickfoo, we are committed to ensuring a satisfying food delivery experience for every customer. We understand that issues can occasionally arise — from missing items to delivery failures — and we have designed this Refund Policy to address such situations fairly and transparently.

Refunds at Pickfoo are issued only when there is a valid, verified reason. We evaluate each request on its merits, and our team makes every effort to resolve issues promptly and equitably. This Policy applies to all orders placed through the Pickfoo mobile application and website by customers in India.

This Refund Policy should be read together with our Terms & Conditions and Privacy Policy, which are available on the Pickfoo Platform.

2. General Principles

Our refund decisions are guided by the following principles:

• Refunds are granted only when there is a genuine, valid reason attributable to Pickfoo, the Restaurant Partner, or the Delivery Partner — not for customer change of mind
• Each refund request is reviewed individually by our customer support team
• Pickfoo's decision on all refund matters is final and binding
• Customers are expected to raise issues in good faith; any attempt to abuse the refund process will result in account suspension
• Refunds will not be granted for issues arising solely from the customer's own actions, such as providing an incorrect address or being unavailable at the time of delivery

3. Refund Eligibility — Scenario Guide

The table below summarises the most common scenarios and whether a refund may be applicable. All decisions remain subject to review and verification by our team.

The above table is a general guide only. Pickfoo reserves the right to make exceptions or apply different treatment based on the specific circumstances of each case.

4. How to Raise a Refund Request

To request a refund, please follow these steps:

Step 1 — Contact Us

Reach out to our customer support team through any of the following channels:

• In-app: Go to 'My Orders' → Select the order → Tap 'Report an Issue'
• Email: Send your request to contact@pickfoo.in with your Order ID and issue details

Step 2 — Describe the Issue Clearly

Provide the following details in your request:

• Your registered mobile number or email address
• Order ID (found in your order confirmation or 'My Orders' section)
• A clear description of the issue
• Supporting evidence where applicable (see Section 5)

Step 3 — Review by Our Team

Our customer support team will review your request, verify the details against order records, and may contact you for additional information if required.

Step 4 — Resolution

Once a decision is made, we will notify you via the app or email. If your refund is approved, it will be processed as described in Section 6.

5. Evidence & Proof Requirements

The type of proof required depends on the nature of the issue:

5.1 Photo or Video Evidence Required

For the following issues, we request photographic or video evidence to help us investigate fairly:

• Wrong item delivered (photo of the item received)
• Damaged packaging or spillage (photo of the packaging/food)
• Poor food quality such as undercooked, contaminated, or visibly spoiled food (photo)

Please submit evidence at the time of raising your request. Evidence submitted after the initial complaint may not be accepted.

5.2 Description Sufficient

For the following issues, a clear written description of the problem is generally sufficient:

• Missing items in your order
• Order not delivered
• Significant delivery delay
• Restaurant or Pickfoo-initiated cancellation

5.3 No Evidence Required

For system-confirmed issues such as a failed delivery confirmed by our tracking system or a restaurant-side cancellation reflected in our records, no additional evidence will be required from the customer.

Submitting fabricated, edited, or misleading evidence is a serious violation of our Terms & Conditions and may result in permanent account suspension and legal action.

6. Refund Method & Processing Time

6.1 Refund Methods

Upon approval, customers may choose how they wish to receive their refund:

• Pickfoo Wallet Credits: Refund is credited instantly to your Pickfoo Wallet and can be used on your next order
• Original Payment Method: Refund is returned to the debit/credit card, UPI, or bank account used for the original payment

6.2 Processing Time

While Pickfoo processes refunds instantly upon approval, the actual credit to your bank account or card depends on your bank's processing timelines. If you do not receive your refund within 5 business days, please contact your bank before reaching out to us.

7. Non-Refundable Situations

Refunds will not be issued in the following circumstances:

• Customer placed the order by mistake and preparation has already begun
• Customer was unavailable at the delivery address despite multiple attempts by the Delivery Partner
• Customer provided an incorrect or incomplete delivery address
• Customer disliked the taste or flavour of correctly prepared food (taste is subjective and not a defect)
• Customer requested items not on the menu or made special customisation requests that the restaurant cannot accommodate
• Refund request raised for the same order more than once
• Issues caused by force majeure events such as extreme weather, natural disasters, or internet outages
• Delivery fees are non-refundable except in cases where the order was not delivered at all

8. Partial Refunds

In many situations, a partial refund may be more appropriate than a full refund. Partial refunds are typically applied when:

• Only some items in the order were affected (e.g., one wrong item out of three)
• The food was delivered but with minor issues that do not warrant a full refund
• The delivery was significantly delayed but the order was eventually received
• Packaging was damaged but the food inside was unaffected

The partial refund amount is determined at Pickfoo's discretion based on the value of the affected portion of the order and the severity of the issue. Our goal is always to arrive at a fair resolution for both the customer and our restaurant partners.

9. Refunds as Pickfoo Wallet Credits

In some cases, Pickfoo may offer Wallet credits as a goodwill gesture or compensation even where a full cash refund may not be applicable. The following terms apply to refund credits:

• Wallet credits issued as refunds do not expire (unless otherwise stated at the time of issue)
• Credits can be used on any future Pickfoo order
• Credits have no cash value and cannot be transferred or withdrawn
• If your account is terminated for policy violations, any unused Wallet credits will be forfeited

10. Repeated or Fraudulent Refund Claims

Pickfoo takes refund integrity seriously. We monitor refund patterns across accounts to ensure fair usage of our refund process. The following actions may be taken if misuse is detected:

• Warning issued to the account
• Refund request declined without further review
• Account suspended or permanently terminated
• Legal action pursued where fraud is suspected

If you believe your account has been flagged incorrectly, please contact our Grievance Officer at contact@pickfoo.in with your account details and a description of the situation.

11. Contact & Escalation

If you are not satisfied with the resolution provided by our customer support team, you may escalate your concern to our Grievance Officer:

We will acknowledge your escalation within 48 hours and aim to resolve it within 15 business days.

We value your trust in Pickfoo and are committed to making every experience right. Thank you for being a Pickfoo customer.