Refund & Cancellation Policy

Last Updated: September 16, 2026

This Refund & Cancellation Policy explains the circumstances in which an order placed through Bewafa Food Delivery may be cancelled or refunded.

1. Customer Cancellation

Customers may request cancellation through the application, where the cancellation option is available.

Cancellation may not be possible after the restaurant has started preparing the order.

Where food preparation has already started, a refund may not be available except where required by applicable law or where Bewafa approves a refund based on the circumstances.

2. Cancellation by Bewafa or Restaurant

An order may be cancelled because of:

• Restaurant rejection

• Item unavailability

• Delivery partner unavailability

• Incorrect or incomplete information

• Payment failure

• Technical issues

• Operational problems

• Safety concerns

• Suspected fraudulent activity

• Circumstances beyond reasonable control

Where an order is cancelled by Bewafa or the restaurant before preparation/delivery in circumstances where the customer is entitled to a refund, the applicable amount may be refunded.

3. Refund for Missing Items

If an item is missing from an order, customers should report it to customer support promptly.

After verification, Bewafa may provide:

• Refund for the missing item

• Replacement

• Account credit

• Another appropriate resolution

4. Incorrect Items

If you receive an incorrect item, contact customer support as soon as possible.

We may request photographs or other information to verify the complaint.

Depending on the circumstances, a refund, replacement, credit, or other resolution may be provided.

5. Damaged or Spilled Food

If food is delivered substantially damaged or spilled, please report the issue promptly after delivery.

The complaint may be reviewed based on the available evidence.

6. Food Quality Complaints

Food-quality complaints may be reviewed with the relevant restaurant or food partner.

Refunds for subjective dissatisfaction, taste preferences, portion expectations, or similar matters are not automatically guaranteed.

Each complaint may be assessed based on its circumstances.

7. Duplicate Payments

If you are charged more than once for the same order due to a payment-processing issue, the duplicate amount may be refunded after verification.

8. Failed Orders

If payment is successfully deducted but the order is not successfully created, the amount may be automatically reversed or refunded according to the payment provider's processing procedures.

9. Refund Method

Approved refunds will generally be processed to the original payment method or through another appropriate method.

For Cash on Delivery orders, an alternative refund method may be requested where necessary.

10. Refund Processing Time

Once a refund is approved, the time required for the amount to appear in your account may depend on the payment provider, bank, card issuer, UPI provider, or other financial institution.

Bewafa does not control the processing time of external financial institutions.

11. Promotional Orders

If an order uses a coupon, discount, cashback, promotional credit, or other offer, the refund may be calculated based on the actual amount paid and the applicable promotional terms.

Promotional benefits may not be refundable or reinstated after cancellation or refund.

12. Fraudulent or Abusive Claims

Bewafa may investigate repeated or suspicious refund requests.

Accounts involved in fraudulent refund claims, payment abuse, fake complaints, or other misuse may be restricted or suspended.

13. How to Request a Refund

Customers should contact Bewafa customer support through the available support options in the application or website and provide:

• Order ID

• Description of the issue

• Relevant photographs or evidence, where applicable

• Any other information reasonably requested

14. Final Resolution

Refunds and other resolutions are subject to verification, the circumstances of the order, applicable law, and the policies applicable to the particular transaction.

Nothing in this policy limits any rights that cannot legally be excluded under applicable law.