Refund Policy

Last updated: May 18, 2026

At Eater-Z, freshness and food safety are non-negotiable. Because we deal in perishable goods, refunds are handled with care and in line with FSSAI guidelines and consumer protection norms.

1. Cancellations Before Dispatch

Orders may be cancelled free of charge before they enter the "Packing" stage in the app. Once packing begins, cancellation may not be possible; if allowed, a packaging fee may apply.

2. Eligible Refund Scenarios

Full or partial refunds may be approved when you report within 2 hours of delivery with photo/video evidence for:

• Products delivered warm or outside the stated temperature range.
• Incorrect item, missing quantity, or weight shortfall beyond tolerance.
• Visible spoilage, off-odour, or damaged/leaking packaging on arrival.
• Order not delivered within the guaranteed slot (where a guarantee applies).

3. Non-Refundable Cases

• Change of mind after successful delivery.
• Products stored improperly or consumed before reporting an issue.
• Minor colour or marbling variation natural to fresh meat.
• Delivery failure due to incorrect address, unavailability, or refusal without valid cause.

4. Refund Process

Approved refunds are credited within 5–7 business days to the original payment method. Wallet credits may be offered as an instant alternative where available.

5. How to Raise a Request

Use in-app Help → Report Issue, or email support@eaterz.in with order ID, photos, and a brief description. Our team may arrange pickup of the disputed product for quality investigation.

6. Chargebacks

Please contact us before initiating a bank chargeback — we resolve most cases within 24–48 hours. Unfounded chargebacks may lead to account suspension.