Cancellation & Refund

Effective Date: 29th April 2026

This Cancellation & Refund Policy (“Policy”) is a legally binding agreement between you (“User”, “Customer”) and Resto Foods Private Limited (“Resto”, “we”, “our”, “us”), governing all orders placed via the Resto platform (website and mobile application).

By accessing or using the Resto platform and placing an order, you acknowledge that you have read, understood, and agreed to this Policy.

This Policy applies to all users accessing services through the Resto website and mobile application.

1. Platform Role and Responsibility

Resto operates as an intermediary technology platform connecting users with independent restaurant partners and delivery partners.

• Resto does not manufacture, prepare, or package food
• Responsibility for food quality, hygiene, and preparation lies solely with the restaurant partner
• Delivery services may be carried out by independent or third-party delivery partners

2. Order Acceptance and Binding Contract

• Once a restaurant accepts an order, it becomes a binding contract
• Restaurants begin preparation immediately upon acceptance
• Cancellation is not permitted after acceptance, except under conditions defined in this Policy

3. Cancellation Policy

3.1 Before Order Acceptance

• Orders may be canceled without restriction
• Full refund will be initiated

3.2 After Order Acceptance

Cancellation is not permitted except in the following cases:

• Restaurant fails to process the order within a reasonable timeframe
• Delivery partner is not assigned within system-defined limits
• Technical errors or duplicate orders

All such decisions are made at the sole discretion of Resto.

3.3 Automatic Cancellation

Orders may be automatically canceled in the following scenarios:

• Restaurant does not accept the order within a defined timeframe
• Delivery partner is not assigned within system limits
• Payment failure or non-confirmation
• Detection of duplicate or suspicious orders

4. Delivery Failure Policy

4.1 Customer Unreachable

• Delivery partners will attempt contact multiple times
• If the customer is unreachable, the order may be marked as delivered or failed
• No refund shall be applicable

4.2 Incorrect Address

• If an incorrect or incomplete address is provided, delivery failure is the responsibility of the customer
• No refund shall be issued

4.3 Refusal to Accept Order

• If the customer refuses to accept the order, it will be treated as completed
• No refund shall be provided

5. Refund Eligibility

Refunds may be processed in the following situations:

6. Proof-Based Claims

To ensure fair usage:

• Claims must be raised within 2 hours of delivery
• Supporting proof (photo or video) is mandatory
• Resto reserves the right to approve, partially approve, or reject claims

All decisions made by Resto shall be final and binding.

7. Refund Evaluation Criteria

Refund decisions are based on:

• Order history
• Frequency of complaints
• Severity of the issue
• Supporting evidence

Resto reserves the right to limit or reject repeated or suspicious claims.

8. Non-Refundable Charges

The following charges are non-refundable unless the order is canceled:

• Platform convenience fees
• Delivery charges (if delivery has been attempted)
• Surge pricing charges
• Packaging charges defined by the restaurant

9. Wallet, Coupons and Offers

• Refunds will be processed only on the actual amount paid
• Coupons or promotional discounts may not be reinstated
• Wallet refunds (if applicable) will be credited within 24 hours and may be restricted to platform usage

10. Partial Order Fulfillment

If certain items are unavailable:

• The restaurant may proceed with available items or cancel the entire order
• Refunds will be processed only for unavailable items

11. Delivery Time Disclaimer

• Delivery times are estimates only
• Delays may occur due to traffic, weather, demand, or restaurant-related factors
• No compensation is guaranteed for delivery delays

12. Contactless Delivery

• Orders may be delivered to a designated drop location
• Responsibility transfers to the customer upon delivery
• Resto is not liable for theft or damage after delivery

13. High-Risk Orders

Resto reserves the right to:

• Verify high-value orders
• Request additional confirmation
• Cancel suspicious transactions

14. Account Misuse and Penalties

Resto may suspend or restrict accounts for:

• Excessive refund requests
• Fraudulent claims
• Payment misuse
• Abuse of platform services

15. Chargebacks

If a chargeback is initiated without contacting Resto:

• The account may be restricted or suspended
• The user may be required to provide justification or settle outstanding dues

16. Force Majeure

Resto shall not be liable for delays or cancellations due to events beyond its control, including but not limited to:

• Natural disasters
• Government restrictions
• Network or system failures
• Strikes or lockdowns

17. Limitation of Liability

Resto’s maximum liability shall be limited to the total order value paid by the user.

Resto shall not be liable for indirect, incidental, or consequential damages, including dissatisfaction or loss of opportunity.

18. Dispute Resolution and Jurisdiction

All disputes shall be subject to the exclusive jurisdiction of courts located in Vijayapura, Karnataka, India.

Users agree to attempt resolution through Resto support before initiating legal proceedings.

19. Policy Updates

Resto reserves the right to modify this Policy at any time. Updated versions will be published on the platform with a revised effective date.

20. Contact Information

Resto Foods Private Limited
Phone: +91 9422799291
Email: refund@resto.com.co
Website: https://resto.com.co
Ordering Site: https://order.resto.com.co

Registered Office:
SY NO 37/R, P. NO 14 & 15, Ekta Nagar, Bijapur AMC, Vijayapura – 586108, Karnataka, India