Refund Policy

1. Customer cancellation

You may cancel an order while it is still cancellable in the service (typically before the restaurant has finished preparation for pickup).

• If the order is paid and preparation has not started (status before preparing): you are eligible for a refund of the paid order amount to the original payment method, subject to platform-fee rules below.
• If the order is paid and preparation has already started (status preparing): you may still be able to cancel in some cases, but no refund is available because the restaurant has begun preparing the food.
• Unpaid or pending-payment orders that you abandon or cancel are not charged.

2. Restaurant cancellation

If the restaurant cancels an accepted paid order (for example item unavailable), PackKardo initiates a refund of the paid amount to your original payment method, subject to platform-fee rules below and payment-partner processing.

3. No-show / uncollected orders

Once your order is marked ready, you should collect it within a reasonable pickup window shown in the app.

If you do not arrive (customer no-show) or leave the order uncollected after a reasonable time, the restaurant may dispose of the food. No refund is due for customer no-show or uncollected ready orders, except where required by law or where PackKardo grants a goodwill exception.

4. Payment failures and duplicate payments

If payment fails, the order is not completed as a paid order and you are not charged for that failed attempt.

If you are charged more than once for the same order (duplicate payment), contact support with your phone number and payment references. We will reconcile with the payment gateway and refund any duplicate charge to the original method.

5. Wrong order, missing items, food quality

Report issues promptly via Help in the app (wrong item, missing item, quality, foreign object, illness-related concerns).

PackKardo will help coordinate with the restaurant. Outcomes may include a restaurant remake, a partial or full refund of the paid amount, or another goodwill resolution — decided case by case. These are not automatic PackKardo Credits.

Food quality, allergens, hygiene, and preparation remain the restaurant’s responsibility as described in the Terms.

6. Platform fee

Platform fees shown at checkout are non-refundable except where required by applicable law or where PackKardo determines otherwise (for example certain restaurant-side cancellations before preparation).

7. Refund timelines

When a refund is approved, we initiate it through Razorpay (or the payment partner used for that order).

• You may see refund_initiated or refunded status in the app once processing starts.
• Bank, UPI, or card settlement to your account typically takes a few business days after initiation, depending on your bank or wallet.
• If automatic refund fails (refund_failed), contact support — we will follow up manually.

8. PackKardo Credits

PackKardo does not currently issue PackKardo Credits, promo wallets, or store credit as a refund method. Approved refunds go to the original payment method only.

9. Contact

Refund questions: admin@packkardo.com, or Help in the app.