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 —