Cancellation & Refund Policy

This policy explains when customers may cancel food orders placed through CRAVTO, applicable charges, and how eligible refunds are handled. Any applicable charge will be shown before cancellation confirmation.

Cancellation charges depend on the order status when the cancellation is confirmed and accepted by the CRAVTO system.

Eligible food value is the food subtotal after applicable coupon discounts, excluding delivery charges. The ₹300 maximum at the Picked Up and Out for Delivery stages applies only to restaurant compensation; rider compensation is additional and will be shown separately.

Customers may request cancellation using the Cancel Order option on an eligible active order. Before confirming, CRAVTO will display the current status, applicable charge, restaurant and rider components where applicable, and the estimated refund for prepaid orders. The final status and charge will be validated at confirmation. If the charge changes, the customer must review and confirm the updated amount.

Customers will not be charged a customer-initiated cancellation fee where CRAVTO determines that cancellation resulted from a restaurant, delivery partner or platform failure, including unavailable items, inability to arrange delivery, or an order that cannot be fulfilled. Circumstances may be reviewed using order records.

For an eligible cancelled prepaid order, the refundable amount is determined after applicable cancellation charges. Refunds require approval and processing through an available supported payment method. Processing times depend on the payment provider and bank. A refund is not complete until the payment provider processes it. Where automated refunds are not yet available, customers should contact support for assistance; the app may restrict cancellation until an appropriate refund process is available.

Any applicable COD cancellation charge will be disclosed before the customer confirms cancellation. CRAVTO will communicate the available method of settling such a charge. No undisclosed cancellation fee will be imposed. Where a collection method is unavailable, cancellation may require support assistance.

For customer-initiated cancellation at Picked Up or Out for Delivery, the applicable charge includes the rider’s full agreed delivery earning in addition to restaurant compensation. The rider amount will be displayed before confirmation.

Delivered orders cannot be cancelled through the standard cancellation process. For missing or incorrect items, quality concerns, or delivery issues, contact CRAVTO Support for review.

Customers may contact support if they believe a charge was applied incorrectly. CRAVTO will review the order status, reason, payment records and relevant circumstances, and make corrections where appropriate under applicable law.

CRAVTO may update this policy and publish the revised effective date on this website. Changes will not retrospectively increase cancellation charges already confirmed by customers.

Nothing in this policy limits customers’ rights under applicable Indian law.