1. Customer cancellation
A customer may request cancellation before the restaurant accepts or begins preparing the order. Once preparation has started, cancellation and refund may not be available because the food is made specifically for the order. The app will show cancellation availability where supported.
2. Restaurant or CRAVTO cancellation
An order may be cancelled because items are unavailable, the restaurant cannot fulfil it, a delivery partner cannot be arranged, the address is outside the service area, payment fails, or for safety, fraud-prevention or operational reasons.
3. Refund eligibility
A refund may be issued for a prepaid order cancelled before fulfilment, an order not delivered, a verified duplicate payment, or another verified service failure. For incorrect, missing, damaged or unsuitable items, contact us promptly with the order number and supporting details. Each request is reviewed based on the available records.
4. Refund method and timing
Approved refunds are returned to the original payment method unless another lawful method is agreed. CRAVTO generally initiates an approved refund within 5–7 business days. Your bank or payment provider may take additional time to credit it.
5. Non-refundable situations
A refund may be declined where delivery failed because the customer supplied an incorrect address, could not be contacted, refused a correct order, or where the issue was reported after an unreasonable delay, subject always to applicable law.
6. Raise a request
Email cravto.app@gmail.com with the registered mobile number, order ID, issue description and relevant photographs where applicable.