Refund Policy

When you get a full refund

• You cancel before the cut-off time for that meal.
• We cancel your order for any reason.
• Your order was not ready at the pickup point during your slot.
• You were given the wrong item, or an item was missing.
• The food was not in an acceptable condition — spoiled, cold on arrival at the point, or damaged in transit.
• You were charged twice for the same order, or charged for an order never placed.

When we may not refund

• You did not collect your order and did not collect it from the kitchen before the deadline shown in the app. The food was cooked and held for you, so this cost is real.
• You cancelled after the cut-off and the food had already been cooked — see the Cancellation Policy.
• You did not like the dish, having received exactly what was described. Taste is personal and we would rather you told us than paid for something you disliked — tell us in your order feedback and we will take it seriously, but it is not a refund ground on its own.
• Your pickup code was shared with somebody else who collected the order. The code is proof of collection; treat it like a password.
• Repeated claims that we have reasonable grounds to believe are not genuine.

Where only part of an order was affected, we refund that part rather than the whole order.

How to request a refund

• Open the order in the app and use Help & support, or write to support@rasoinow.in.
• Quote your order code — it looks like RSO-XXXXXX and is on the order screen.
• For a quality or missing-item claim, a photo helps us resolve it quickly and helps us fix the underlying problem in the kitchen.

How long it takes

Our decision

We aim to decide within 48 hours of you reporting the problem, and sooner for a clear-cut case such as a missing item.

The money reaching you

Once approved, we initiate the refund immediately. It then depends on your bank or payment provider, which is outside our control:

• UPI: usually 1–3 business days.
• Credit and debit cards: usually 5–7 business days.
• Netbanking: usually 3–7 business days.

Refunds always go back to the original payment method. We cannot redirect a refund to a different account, because our payment partner reverses the original transaction.

Failed payments

If a payment fails but money left your account, no order is created and the amount is auto-reversed by your bank, typically within 5–7 business days. If it has not appeared after 7 business days, contact us with the transaction reference and we will chase it with our payment partner.

Still not resolved?

Escalate to our grievance officer at support@rasoinow.in. Details are on our Contact page.