At Grubwala, we understand the importance of trust and transparency when it comes to online payments. As a payment gateway, Razorpay is committed to providing a seamless payment experience for our customers. However, given the nature of our business and the fact that we are dealing with perishable items, we have certain terms and conditions in place for cancellations and refunds.

Cancellation Policy: Cancellation is only possible within 1 (one) minute of placing the order for instant orders and within 1 (One) hour for pre-order setups. Once an order has been confirmed, it cannot be cancelled as we are dealing with perishable food items that cannot be returned or exchanged. If the vendor cancels the order, a full refund will be immediately provided to the source account.

Refund Policy: If the customer cancels the order, they have two options: either take the credits in the Grubwala wallet or get a refund to the source account for the instant orders. Refunds to the source account may take up to 48 hours to reflect, while refunds for pre-order cancellations can be taken directly into the wallet immediately or in the source account by contacting Grubwala customer care.

Please note that refunds will only be processed if the cancellation is made within the specified time frames. Once the order has been confirmed and delivered, it cannot be cancelled or refunded. However, if there is an issue with the quality or quantity of the food items received, customers are encouraged to reach out to Grubwala customer support at the earliest. In such cases, Grubwala will investigate the issue and take appropriate action to resolve the matter to the best of their ability. Grubwala does not take any responsibility for the quality of the food provided by the vendor (Chef) as Grubwala is merely an aggregator and can refuse to refund any amount if the cancellation is not made within the specified time frames and the quality of the vendor (Chef) is in question.

Please note that refunds will only be processed if the issue is reported within 24 hours of delivery. If the issue is reported after this time period, Grubwala reserves the right to refuse a refund. Additionally, refunds will only be processed for the value of the food items in question. Any delivery or packaging charges will not be refunded. Grubwala reserves right to refuse the refund

How to Initiate a Refund: To initiate a refund, customers can contact Grubwala customer support via phone or email. The customer support team will assist in investigating the issue and processing the refund, if applicable. Customers must provide photographic evidence of the issue in question, along with a brief description of the problem, to initiate the refund process.