Because we deliver freshly prepared food, cancellations and refunds work a little differently from normal shopping apps. This policy explains exactly when you can cancel and when you will get your money back.
1. Cancelling an Order
| When you cancel | Charge | Refund |
|---|---|---|
| Before the restaurant accepts the order | No charge | 100% refund |
| After the restaurant accepts, but before cooking starts | No charge in most cases | 100% refund |
| After food preparation has started | Full order value may be charged | Usually no refund, as the food is already made and cannot be resold |
| After the order is picked up for delivery | Full order value | No refund |
To cancel, open the app, go to My Orders, select the order and tap Cancel Order. If the cancel button is no longer available, call our support number immediately.
2. When We Cancel an Order
Sometimes an order has to be cancelled from our side — for example if the restaurant is closed or too busy, an item is out of stock, your address is outside our delivery area, or no delivery partner is available. In all such cases you receive a full 100% refund, including delivery charges.
3. When You Are Eligible for a Refund
You can raise a refund request if:
- An item is missing from your order
- You received the wrong item
- The food arrived spilled, damaged or in unhygienic packaging
- The food was stale, spoiled or clearly of unacceptable quality
- The order was never delivered but marked as delivered
- You were charged twice for the same order
4. When a Refund Will Not Be Given
- You simply did not like the taste, or ordered the wrong item by mistake
- You were unavailable at the delivery address, or your phone was switched off / unreachable
- You gave a wrong or incomplete address and the order could not be delivered
- The complaint is raised more than 24 hours after delivery
- The order was already fully consumed, unless a genuine quality or safety issue is proven
- Repeated refund requests that appear to be misuse of the policy
5. How Refunds Are Paid
| Payment method used | Refund goes to | Time taken |
|---|---|---|
| UPI | Same UPI account | 3–5 working days |
| Debit / Credit card | Same card | 5–7 working days |
| Net banking / Wallet | Same bank account or wallet | 5–7 working days |
| Cash on delivery | PawanVeg wallet, or bank transfer on request | 2–4 working days |
Refund requests are reviewed and approved within 48 hours. After approval, the time taken to reach your account depends on your bank or payment provider, and is beyond our control.
6. Partial Refunds
If only a part of your order had a problem, we refund only the value of the affected item(s), along with the proportionate taxes. Delivery charges are refunded only when the whole order is cancelled or was never delivered.
7. Need Help?
- Email: support@pawanveg.in
- Phone: +91 89891 61188
- Support hours: 10:30 AM to 10:30 PM, all days