Food Booking Terms and Conditions

Introduction

Welcome to Railofy!

Thanks for choosing to use our services (‘Services’). The Services are provided by Hotplate by Railofy which is a brand of Rodeo Travel Technologies Private Limited, a company registered under the Indian Companies act.

We believe in honest and transparent business systems, and our intention is to bring the most ethical work practices. Therefore, it is our request to every user and visitor of our website i.e. railofy.com to read all the below mentioned terms and conditions carefully.

By ordering any product or Services from this Website or its phone applications or through our call center number displayed on this website, you agree to be bound by these Terms and Conditions. Moreover, our Services are very diverse, therefore, sometimes additional terms or service requirements may apply for some services. Any such additional terms will be available with the relevant Services, and those additional terms become part of your agreement with us if you use those Services.

1. Order Booking and Processing

  1. All orders booked on this website or through its call center number or WhatsApp is actually a contract for the supply of Food Delivery between you and the Restaurant.
  2. Customers are requested to check all the information and details they are filling in while booking the orders. Please note it is the customer’s responsibility to check the information that they have entered, and correct any errors before clicking on the 'Book Order' button since once a customer clicks on this, an order ID is created and input errors cannot be corrected.
  3. If at any time prior to you clicking on the 'Book Order' button, you decide that you do not wish to proceed with your order, you should close the application window.
  4. Once the order is placed, no modifications can be made. You must cancel the current order and place a new order as per your choice, depending on the restaurant's time frame.
  5. In case a customer selects 'Cash on Delivery' (COD) after clicking on the 'Book Order' button, Railofy will begin processing your order and we will send you a notification by WhatsApp that your order is being processed. For orders placed using 'Cash on Delivery' (COD) that exceed Rs 1000, our customer support team will contact the passenger to collect an advance payment (full or partial) to confirm the order.
  6. For online payment orders, on receipt of your payment, Railofy will begin processing your order and we will send you notification by WhatsApp that your order is being processed. Communication will be produced automatically so that you have confirmation of your order details. You must inform us immediately if any details are incorrect. The fact that you receive an automatic confirmation does not necessarily mean that either we or the Delivery Restaurant will be able to fill your order.
  7. Please note that once you have made your order and your payment has been authorized you will not be able to cancel your order according to details mentioned in our cancellation policy.

2. Order Cancellation

  1. Orders can be canceled up to [1-2 hours] before the outlet begins preparing the food, based on the outlet's cut-off time. Once the outlet has started preparing the food, the user cannot cancel the order.
  2. Cancellations made within [1-2 hours] of the delivery or pickup time will not be eligible for a refund.
  3. To cancel your order, please contact us at [Email: customer.support@railofy.com, Phone: 8828800218] with your order details.
  4. Cancellations can also be made through our website/app by navigating to the Booking section > Food Orders section and clicking on the cancel option.

3. Refund Policy

Cancellation:

  1. Orders canceled within the acceptable time frame ([1-2 hours] before food preparation starts based on the outlet's cut-off time) will be refunded in full.
  2. Orders canceled after the acceptable time frame will not be eligible for a refund.

Undelivered Orders:

  1. If an order is booked via the Railofy App and we are unable to deliver the food for any reason (except if the user is not found on the seat or rejects the order at the time of delivery).
  2. Order which Railofy fails to deliver from end will be eligible for refund provided they are booked from the Railofy app or website.

Processing Refunds:

  1. Refunds will be processed immediately once claimed where as in certain cases may take upto 5-7 business days of receiving the cancellation request.
  2. Refunds will be credited to the user's selected account via a Razorpay link.

Steps to Claim Refund:

  1. Once the order is canceled or undelivered, users will receive a Razorpay link via SMS or WhatsApp to the number used while booking the order.
  2. Click on the link, then verify your number with OTP.
  3. After verifying the number, the user can select the suitable wallet UPI (PhonePe, GPay, Paytm, etc.) or fill in the bank details where the user wants the refund credited.
  4. Once the details are verified by Razorpay, the refund will be credited within 5-7 days to the account or details entered by the user.

Non-Refundable Situations:

  1. Orders not canceled within the specified time frame.
  2. Situations where the customer rejects the order or is not available to receive the order at the designated time and location.
  3. Any other scenarios outlined at the time of purchase.

Note: The Delivery Guarantee offer (extra Rs 100) will not be applicable for orders rejected by the user, if the user is not found, canceled orders, or any orders placed after the cut-off time.

4. Quality Assurance and Complaints

  1. If you receive food that is incomplete, defective, or not up to standard, please contact us immediately at Email: customer.support@railofy.com, Phone: +91 8828800218
  2. Complaints must be made within [24 hours] of receiving the order to be eligible for a refund or compensation.
  3. Photos of the defective food are mandatory to process the complaint.

Resolution Process:

  1. We will review your complaint and, if valid, provide you with a refund or compensation as per the situation.
  2. Photos of the defective food are mandatory to process the complaint.

5. Changes to This Policy

  • We reserve the right to make changes to this cancellation and refund policy at any time.
  • Any changes will be updated on our website/app, and it is the customer's responsibility to review the policy periodically.

6. Contact Information

For any questions or to initiate a cancellation or refund, please contact us at:

  • Email: customer.support@railofy.com
  • Phone: +91 8828800218

Thank you for choosing Railofy. We appreciate your understanding and cooperation.