Zesday — Refund & Cancellation Policy

Version: 2.0 · Effective date: 16 September 2026

This policy explains when you can cancel an order, when you get your money back, and how long refunds take. It forms part of our Customer Terms of Use.

1. Cancelling your order

1.1 Before the restaurant accepts: you can cancel in the app free of charge, with a full refund.

1.2 After the restaurant accepts, but before it starts cooking: you can still cancel in the app. A small fixed cancellation fee may apply at this stage. If it does, the app tells you when you cancel, the fee is shown on your credit note, and the rest of your payment is refunded.

1.3 Once cooking has started: the order can no longer be cancelled from the app. If something has gone wrong, contact in-app Help.

1.4 A cancellation fee is never more than the amount you paid.

2. When the restaurant or Zesday cancels

2.1 If you paid online and the restaurant declines your order, does not respond in time, or cannot fulfil it, the order is cancelled and you get a full refund automatically — you do not need to ask, and no fee applies.

2.2 The same applies if we cancel your order — for example because no delivery partner is available, the address cannot be reached, or we suspect fraud.

2.3 We never replace an item with something else without your consent.

3. Problems with your order

If items are missing or wrong, the quantity is clearly incorrect, the food is spoiled or unsafe, or delivery is unreasonably late through the restaurant's or delivery partner's fault, you may be eligible for a full or partial refund. Report it through in-app Help soon after delivery, with a photo where you can.

4. How refunds are paid

4.1 Online payments are refunded to the payment method you used.

4.2 Zesday Wallet credit used on the order goes back to your Wallet straight away.

4.3 Refunds to your card, UPI or bank account normally reach you within 5–7 business days of being issued, depending on your bank. If a refund has not arrived after that, contact in-app Help and we will give you the bank reference number so you can trace it with your bank.

4.4 Cash-on-delivery orders: nothing is charged until delivery. If we agree a refund on a cash order, we credit it to your Zesday Wallet.

4.5 Tips are refunded whenever the whole order is cancelled or refunded.

5. Who pays for a refund

Refunds are funded by whoever was responsible: the restaurant for wrong, missing or poor-quality food; the delivery partner for undelivered or tampered orders; and Zesday for platform errors. The cost is always shown on that party's statement — nobody pays for someone else's mistake without it being disclosed.

6. Misuse

We monitor for repeated or false refund claims. Where we confirm abuse, we may refuse the claim, remove promotional credit, or restrict the account, as set out in the Customer Terms of Use.

7. Your legal rights

This policy is in addition to your rights under the Consumer Protection Act, 2019. You can raise a complaint under our Grievance Redressal Policy and, if you are not satisfied, approach the Consumer Disputes Redressal Commission.