Orderzy
Policies

Refund Policy

How refunds work for Pay-Per-Order and Pay-At-End, and how we handle the platform fee.

Last updated: 15 August 2026. Effective from the same date.

1. Who this policy applies to

Orderzy is a dine-in ordering platform used by restaurants, cafes, bars, and hotel restaurants in India. This policy applies when you place an order on Orderzy as a diner, or when a restaurant lists on Orderzy as an operator. Restaurants and diners are both users of the platform. Orderzy does not prepare food. Orderzy does not deliver food. Orderzy is the software layer between the diner and the restaurant.

2. How payments work on Orderzy

Two payment modes are available. Every restaurant on Orderzy uses one or both.

  • Pay-Per-Order. The diner pays for each order at the moment they place it. Payment is captured by Cashfree Payments and routed to the restaurant per the platform's payout schedule.
  • Pay-At-End. The diner opens a dining session at the table, orders one or more times during the meal, and pays a single consolidated bill at the end of the visit. Payment is captured by Cashfree Payments and routed to the restaurant per the platform's payout schedule.

In both modes, a small platform fee is added to the bill, sized to the order. The platform fee is disclosed to the diner before they pay and appears as a separate line item on the bill.

3. Refund eligibility

Refunds may be requested in the following situations.

  • Order cancelled by the restaurant before the food is prepared. The diner receives a full refund of the item amount. The platform fee is refunded along with the item amount.
  • Order cancelled by the diner before the restaurant marks it as accepted in the kitchen queue. The diner receives a full refund of the item amount. The platform fee is refunded along with the item amount.
  • Items not delivered at the table or served incorrectly. The restaurant may issue a partial refund covering the missing or incorrect items. The platform fee for those items is refunded pro-rata.
  • Duplicate payment caused by a payment gateway retry. Refunded in full.

4. When a refund is not issued

  • Order was placed, prepared, and served. The diner changed their mind after preparation.
  • The diner did not consume the food but did not raise the issue with the restaurant before leaving the table.
  • Pay-At-End dining session that was closed and settled without a dispute raised at the time of settlement.

5. How to request a refund

Raise a refund request within 24 hours of the order. Contact us over email or WhatsApp with the order number, the reason, and a photograph or short note where relevant.

We acknowledge every refund request within one working day and respond with an outcome within three working days.

6. How refunds reach you

Approved refunds are processed through Cashfree Payments to the original payment method used at the time of the transaction. UPI refunds typically settle within 2 working days. Card and net-banking refunds may take up to 7 working days depending on your bank. Orderzy does not hold refund funds in an intermediate account. Once processed by us, the timeline is set by the payment gateway and your bank.

7. Platform fee treatment

The platform fee is Orderzy's revenue for the transaction. Where the item amount is refunded (full or partial), the platform fee for that portion is refunded along with it. Where the order was delivered as expected and the refund is not being issued, the platform fee is not refunded.

8. Dispute escalation

If we cannot reach a resolution within the timelines above, you may escalate to our Grievance Officer at aditya@orderzy.in. Response within 15 working days is guaranteed under IT Rules 2011 and the Digital Personal Data Protection Act, 2023.

9. Changes to this policy

We may update this policy as the product evolves. Material changes will be reflected in the "last updated" date above. Continued use of Orderzy after a change means acceptance of the updated policy.

10. Contact