Refund & Cancellation Policy

Food orders are generally prepared specifically for a customer and are perishable. For this reason, cancellation rights depend upon the stage of an order. This Policy provides a transparent and fair mechanism while protecting customers, Restaurant Partners and Delivery Partners. Nothing in this Policy limits mandatory consumer rights under applicable Indian law.

Where the Platform provides a cancellation option and the Restaurant Partner has not yet accepted or started processing the Order, the customer may generally cancel the Order without a cancellation charge. Any amount already collected will be refunded through the applicable refund mechanism.

Once the Restaurant Partner has accepted the Order, begun preparing food, procured ingredients specifically for the Order or otherwise materially commenced fulfilment, the Order may no longer be freely cancellable. Where cancellation is permitted after this stage, Food O Live may deduct reasonable costs already incurred by the Restaurant Partner or Delivery Partner, where permitted by law and clearly communicated.

An Order may be cancelled due to item unavailability, restaurant closure, operational issues, inability to fulfil the Order, delivery unavailability, serviceability issues, technical failure, suspected fraudulent activity, payment failure or events beyond reasonable control. Where cancellation is not attributable to the customer, the customer will ordinarily receive a refund of amounts collected for the cancelled items or Order.

A refund may not be available, or reasonable costs may be deducted where permitted by law, if delivery fails because the customer provided an incorrect address, changed the address to an unserviceable location, could not reasonably be contacted, refused delivery without a qualifying reason, access to the location was unavailable or required delivery information was not provided. Each case may be assessed on its circumstances.

• The Restaurant Partner cancels the Order.
• The Order cannot be delivered for reasons not attributable to the customer.
• Payment is collected but the Order is not successfully created.
• A materially incorrect item is delivered.
• A paid item is missing.
• Food or packaging is materially damaged or spilled before delivery.
• The customer receives an item materially different from the Order.
• A duplicate payment occurs.
• A verified technical problem causes incorrect billing.
• Another circumstance reasonably warrants a refund under applicable law or Food O Live review.

Complaints relating to spoilage, contamination, foreign objects, significant quality defects, serious packaging failure or food-safety concerns should be reported through Food O Live support as soon as reasonably possible after delivery. For time-sensitive food-quality complaints, customers are encouraged to report the issue within two hours of delivery where practicable. A later complaint will not automatically be rejected where circumstances reasonably justify delayed reporting or applicable law requires otherwise.

Food O Live may reasonably request photographs, videos, packaging photographs, item labels, the order number, a description of the issue or other relevant information to investigate refund claims. Providing evidence helps Food O Live distinguish genuine issues from fraudulent or mistaken claims.

Where part of an Order is missing, Food O Live may, depending on the circumstances, refund the missing item price, arrange replacement where feasible, issue an appropriate credit where accepted by the customer or provide another reasonable resolution.

Where a materially different Order is delivered, customers should contact support promptly. Food O Live may investigate with the Restaurant Partner and Delivery Partner before determining the appropriate resolution.

Estimated delivery time is an estimate and normal operational delays do not automatically entitle a customer to a refund. However, where an Order is excessively delayed or no longer reasonably suitable for delivery, Food O Live may provide cancellation, refund or another resolution depending upon the circumstances.

Approved refunds will ordinarily be returned to the original payment method or another method permitted by law and agreed with the customer. Food O Live will ordinarily initiate approved refunds within 5-7 business days. Final credit timing may vary according to the relevant bank, card network, UPI provider or payment processor.

Where refunds are approved for cash-on-delivery transactions, Food O Live may request suitable banking or payment information necessary to process the refund securely.

Where a refund is issued for an Order purchased using a promotional discount, the cash component may be refunded based on the amount actually paid. Promotional value may not always be redeemable for cash, and re-credit of a coupon or benefit may depend upon the terms of the original offer.

Food O Live may investigate unusually frequent or suspicious refund requests. Accounts involved in fabricated complaints, manipulated evidence, false missing-item claims, chargeback abuse or repeated fraudulent refund activity may be restricted or suspended, subject to applicable law.

• Open the relevant order in Food O Live and use the available Help or Support option, where provided.
• Describe the issue clearly and provide supporting evidence if reasonably requested.
• Food O Live may contact the Restaurant Partner, Delivery Partner or payment provider to investigate.
• You will be informed of the outcome through the Platform, email, SMS or another available support channel.

• Customer Support: [SUPPORT EMAIL] (placeholder — value not yet supplied) / +91 63015 71063
• Grievance Officer: Ch. Vishwesh Kumar Reddy
• Grievance Email: [GRIEVANCE OFFICER EMAIL] (placeholder — value not yet supplied)
• Registered Address: Villa No. 175, Ashoka Ala Maison, Dulapally, Hyderabad, Rangareddy, Telangana, India 500014