Effective Date: 8 September 2025
Owner: Anuja, RabitoEats
This policy applies to all food and grocery (including vegetables, fruits, meat, seafood) orders placed via RabitoEats. By placing an order, users agree to these terms.
1. Cooked Food and Grocery Orders
- One-Minute Free Cancellation Window: Users may cancel any order within 1 minute of placing it, with no penalty and a full refund where applicable.
- No Cancellation After 1 Minute: Once 1 minute has passed from order placement, cancellation is not permitted for both cooked food and grocery/perishable orders. Preparation, packing, and delivery will proceed, and the user is liable for the full order value.
- Incorrect Details/Unavailability: If the order fails due to incorrect details or unreachability, it is treated as an "Authorization Breach" and the user is charged liquidated damages equal to the order amount.
- RabitoEats/Partner Cancellation: If RabitoEats, the restaurant, or store cancels an order (for reasons such as item unavailability, technical errors, or partner issues), the user will receive a full refund with no cancellation fee.
2. Returns, Refunds, and Complaints
- Complaints for Issues: Users must provide proof (photo/video) within 24 hours of delivery for issues including wrong, spoiled, damaged, or expired items. Refunds/replacements are at the discretion of the platform and require partner approval.
- Special Instructions: Instructions are honored on a best-effort basis; refunds are not issued if non-critical instructions are missed.
- Non-Returnable Items: Fresh food, groceries, and perishables are non-returnable except in cases of spoilage, damage, or wrong/expired delivery.
3. Refund Process
- Refund Method: Approved refunds will be credited to RabitoEats user wallet.
- Processing Time: Approved refunds will be processed within 24 hours and typically reflect in the user's account or wallet within 7-15 business days, depending on the payment provider and banks.
4. Customer Support and Disputes
- Queries & Complaints: For queries or disputes, users are encouraged to contact RabitoEats support. All complaints will be reviewed promptly in accordance with this policy.