MealVersity Customer Cancellation & Refund Policy

Entity: MealVersity Technologies Private Limited
CIN: U62099WB2025PTC284465
Effective Date: 1 August 2026
Last Updated: 1 August 2026
Registered Office: 59 Uttar Sithi Road, Barasat, Kazipara, North 24 Parganas – 700125, West Bengal, India
Contact: business@mealversity.com | +91 8900099783

Introduction

This Cancellation and Refund Policy ("Policy") applies to customer orders placed through the MealVersity Technologies Private Limited ("MealVersity") application or website (the "App"), and forms part of MealVersity's Terms and Conditions.

1. Customer Cancellation Before Preparation

A customer may cancel an order through the app while:

The order is pending, placed or accepted;
The restaurant has not started preparing the food; and
The order has not already been cancelled, delivered or refused.

Eligible cancellations will be confirmed in the app. For prepaid orders, the eligible captured amount will be refunded according to this Policy. No payment refund is required for an unpaid COD order.

2. Cancellation After Preparation Starts

Once the restaurant begins preparing the food, ordinary customer cancellation is unavailable because the food is perishable and is being prepared specifically for that order.

MealVersity may nevertheless review cancellation requests involving:

Material restaurant or platform delay
Restaurant inability to fulfil the order
Unavailable items or unauthorised item substitution
Duplicate order or payment
Material pricing error or incorrect delivery information
Food-safety concerns or statutory cancellation rights

3. Monthly Cancellation Limit

The current MealVersity system permits a maximum of two ordinary customer-initiated cancellations per calendar month. This limit does not apply where cancellation is caused by:

Restaurant, rider or platform fault
Item or restaurant unavailability
Duplicate payment or duplicate order
Payment captured without successful order creation
Unauthorised substitution or pricing error
Food-safety concerns or statutory consumer rights

4. Cancellation by Restaurant or MealVersity

A restaurant or MealVersity may cancel an order when:

An item is unavailable or restaurant is closed
Delivery address is outside an active service zone
No safe or reasonable delivery is possible
Material pricing or technical error occurs
Payment verification fails or fraud is suspected
Exceptional weather or operational safety conditions prevent fulfilment

If a prepaid order is cancelled by the restaurant or MealVersity before delivery, the customer receives a full refund of the eligible amount paid. Such cancellation will not count against the customer's monthly limit.

5. Cancellation Charges

MealVersity will not impose an undisclosed cancellation charge. Any applicable cancellation charge must:

Be displayed before the customer confirms the order
Be reasonable, proportionate, and compliant with consumer law
Not apply to cancellations caused by the restaurant, rider or MealVersity

6. Payment Captured but Order Not Created

If an online payment is captured but no MealVersity order is successfully created:

MealVersity will verify the payment with the payment provider.
MealVersity may restore/create the order if it remains valid and the customer agrees.
Otherwise, the full captured amount will be refunded immediately.
Duplicate payments will be separately reconciled and refunded.

7. Complaints Eligible for Refund Review

A delivered order may qualify for full or partial refund review for:

Missing items or wrong item/order
Bad food quality, cold food, or stale food
Damaged, leaking or tampered packaging
Foreign object or suspected contamination
Incorrect veg/non-veg classification or short quantity
Materially late delivery or non-delivery despite being marked delivered
Duplicate or incorrect charge

8. Complaint Reporting Window

Customers should report delivered-order complaints within 24 hours of delivery through MealVersity support. This 24-hour window is standard for prompt in-app investigation, but does not remove statutory rights relating to latent contamination, food poisoning, or payment fraud.

9. Evidence Requirements

MealVersity may reasonably request:

Order ID & description of the issue
Photographs or videos of the affected food and packaging
Payment proof

Evidence will not be required where collecting or preserving it would be unsafe or reasonably impossible.

10. Full and Partial Refunds

MealVersity may approve:

Full order refund or item-level refund
Reversal or restoration of a coupon
Replacement or redelivery, with customer agreement

The approved refund amount cannot exceed the amount actually paid in the original transaction.

11. Refund Method for Prepaid Orders

Approved prepaid refunds will normally be returned to the original payment method (bank account / UPI / card). A customer may voluntarily choose a MealVersity coupon instead if desired.

12. Refund Method for COD Orders

For an approved complaint concerning a completed COD order, MealVersity offers:

Verified UPI or bank transfer
Another legally approved monetary payout method
A MealVersity coupon (where the customer voluntarily accepts it)

13. Refund Processing Time

MealVersity will initiate an approved refund within 3 business days of approval.
The payment provider or issuing bank typically reflects the refund within 3–7 business days in total.
If a refund fails, MealVersity will retry or arrange an alternative approved method.

14. Coupon and Promotional Orders

When an order using a coupon or promotional offer is cancelled:

The cash amount paid by the customer will be refunded according to this Policy.
A reusable coupon may be restored or reissued where appropriate.

15. Delivery Delay

A displayed delivery time is an estimate. Minor delays do not automatically qualify for refunds. Material delays may qualify for cancellation or partial/full refunds depending on food condition and delay duration.

16. Failed Delivery or Customer Refusal

If delivery fails due to restaurant, rider or platform fault: customer receives full refund without penalty.
If a customer refuses delivery without valid reason: MealVersity reviews rider location & contact evidence before applying any disclosed fee.

17. Duplicate Refunds and Chargebacks

MealVersity will not issue duplicate refunds for the same transaction. If a customer receives a bank chargeback, amounts will be reconciled to prevent double recovery.

18. Refund Rejection

A refund request may be rejected if the order was delivered correctly with no valid deficiency, or if submitted evidence is false or inconsistent. MealVersity will provide a concise reason for any rejection.

19. Complaint Tracking and Escalation

Each complaint receives a trackable support ticket acknowledged within 48 hours and resolved within one month.

20. Contact Information

Customer Support Email: business@mealversity.com
Customer Support Phone: +91 8900099783
Support Hours: 24 hours a day, 7 days a week

Grievance Officer: Tarik Anowar
Designation: Founder, CEO & Director
Email: business@mealversity.com
Telephone: +91 8900099783
Postal Address: 59 Uttar Sithi Road, Barasat, Kazipara, North 24 Parganas – 700125, West Bengal, India

— End of Cancellation and Refund Policy —

MealVersity Technologies Private Limited · CIN: U62099WB2025PTC284465