CANCELLATION POLICY
WE UNDERSTAND AND AGREE THAT NOTHING IN THIS WORLD IS PERMANENT, AND SO IS OUR CUSTOMER’S PLAN OF JOURNEY, THEREFORE, WE HAVE DESIGNED A CANCELLATION POLICY WHICH WILL HELP ACCOMMODATE ANY SUCH CHANGE IN PLAN OR MOOD.
  • We allow our customers to cancel their orders up till 2 hours before the actual pre decided delivery timings between 9am to 11pm on any working day. For example – If your actual pre decided delivery time is 6pm, then you may cancel your order on or before 4pm on the same day. However if your deliver time is 9:30am, then you’ll have to do the same on or before 11pm on a day before.
  • The cut off time in terms of bulk / group orders is 12 hours before the scheduled delivery time or 9pm on the previous day, whichever is earlier.
  • In the interest of the customer’s privacy and genuineness of the cancellation, we would prefer to cancel orders only if requests come from the mobile numbers used for order bookings along with the order ID or through registered customer user Ids. However, if the customer is unable to access both the tools, then our team would first verify the customer through some basic questions and then process the cancellations.
  • Any change in order will apply cancellation of the original order, and hence a new order ID will be generated.
  • In the event of no show from the customer at the time of delivery, then it’ll be treated as cancelled post 2 hour cut off time and customers will not be eligible for any refund.
  • An SMS will be sent to the customers on the event of cancellations of orders at the mobile number shared by the customer with Railofy.
Refund on Cancellations on Pre-paid Bookings
If the payment is made by the customer in advance then he may be eligible for refunds as per following terms.
  • Orders cancelled before 24 hours of scheduled delivery time will be eligible for 100% refunds.
  • Orders cancelled between 24 hours and before 2 hours of scheduled delivery time, then we’ll reimburse the entire amount after deducting 10% order cancellation charges.
  • No order will be cancelled post 2 hour cut off time, and therefore no refunds.
  • In the event of no show from the customer at the time of delivery, then it’ll be treated as cancelled post 2 hour cut off time and customers will not be eligible for any refund.
  • In case of all orders booked by customers themselves through our website, all refunds would take place in the accounts used by customers for order booking.
  • In case of all orders booked through our authorized agents, all refunds will be available from the same agent only.
Refund on Cancellations on Pre-paid Bulk order (Group Order) Bookings
We provide additional discounts for bulk / group order bookings to our customers, and moreover we believe that our customers would too understand that it takes lot of preparation and co-ordination for delivering food to a large number of people. Therefore, if the payment is made by the customer in advance then he may be eligible for refunds as per following terms.
  • Orders cancelled before 24 hours of scheduled delivery time will be eligible for 100% refunds.
  • Orders cancelled between 24 hours and before 12 hours of scheduled delivery time, then we’ll reimburse the entire amount after deducting 10% order cancellation charges.
  • No order will be cancelled post 12 hour cut off time, and therefore no refunds.
  • In the event of no show from the customer at the time of delivery, then it’ll be treated as cancelled post 12 hour cut off time and customers will not be eligible for any refund.
  • In case of all orders booked by customers themselves through our website, all refunds would take place in the accounts used by customers for order booking.
  • In case of all orders booked through our authorized agents, all refunds will be available from the same agent only.