1. Overview
At Zayka Food, we strive to deliver delicious meals from your favorite local kitchens with speed and reliability. Because food and beverage items are perishable, prepared-to-order commodities, our cancellation and refund policies are structured to be fair to customers while protecting merchant kitchens and delivery personnel from unnecessary waste.
This policy complies with the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020.
2. Customer Order Cancellation Rights
Your ability to cancel an order and receive a refund depends on the order's real-time state in our backend system:
| Order State | Cancellation Eligibility | Refund Amount |
|---|---|---|
| PENDING (Before Restaurant Acceptance) | ✓ Full Cancellation Allowed | 100% Refund |
| ACCEPTED / PREPARING | Kitchen has commenced preparation of perishable ingredients | Cancellation fee up to 100% of food subtotal may apply |
| READY_FOR_PICKUP / DRIVER_ASSIGNED | Food is prepared and driver has been dispatched | No Refund (100% cancellation fee) |
| PICKED_UP / OUT_FOR_DELIVERY | Courier is actively in transit to delivery address | No Refund (100% cancellation fee) |
3. Restaurant Rejection or Inability to Fulfill
If a merchant restaurant is unable to accept or fulfill your order due to item unavailability, kitchen closure, excessive kitchen queue, or technical faults, the order will be marked cancelled immediately by the system, and a 100% full refund (including food subtotal, delivery fee, and platform fee) will be initiated automatically.
4. Damaged Orders, Missing Items & Quality Issues
If your order arrives with missing items, damaged packaging, or incorrect items, you are entitled to redressal:
- Report Timeline: Issues must be reported to Zayka Food support within 2 hours of delivery completion.
- Required Evidence: Please share your Order Number (e.g. FH-XXXXXX) along with clear photographic evidence of the damaged parcel, packaging seal, and invoice receipt to businesscity05@gmail.com.
- Redressal Options: Upon verification with the restaurant and courier partner, we will issue a pro-rata refund for missing/damaged items, or a full refund if the entire meal is rendered inedible.
5. Payment Failures & Duplicate Debits
If an amount is debited from your bank account or UPI app but the order fails to generate on the Platform (payment gateway drop-off):
- The payment gateway and banking network typically auto-reconcile and reverse the transaction within 24 to 48 hours.
- If the debited amount is not refunded within 3 business days, please share your payment gateway transaction reference ID (e.g. Razorpay Payment ID) to our support team for expedited bank reconciliation.
6. Refund Processing Timelines & Methods
Once an approved refund is initiated by Zayka Food:
Statutory Timeline Disclosure:
Refund processing time depends on the original payment method, the payment service provider (e.g. Razorpay), the acquiring bank, and standard interbank settlement clearing cycles.
- UPI Payments: Typically credited within 24 to 48 banking hours.
- Credit / Debit Cards & Net Banking: Typically reflected in bank statements within 3 to 7 business days depending on your issuing bank.
- Cash on Delivery (COD) Refunds: If an approved refund is due for a COD order (e.g. verified missing item after payment), the refund will be transferred directly to your bank account or UPI ID upon verification.
7. Fraudulent or Abusive Refund Claims
Zayka Food utilizes delivery OTP confirmations and courier audit logs to investigate all claims. Users found repeatedly submitting false claims, refusing verified deliveries after courier arrival, or engaging in promotional chargeback abuse may have their accounts suspended and be subjected to recovery of delivery costs.
8. Contact Support & Dispute Escalation
For any refund-related assistance, please email our support desk at businesscity05@gmail.com with your Order ID and contact details.