Cancellation and Refund Policy

As per the terms used herein shall have the meaning assigned to them under the Terms of Use which govern your use of our website www.myfoodticket.com (the “Website”) and our ‘MyFoodTicket’ application for mobile and handheld devices (the “App”). The Website and the App are jointly referred to as the “Platform”.

1. Customer Cancellation

• Buyer (Client) shall not be entitled to cancel Order once placed. Buyer may choose to cancel Order only within one-minute of the Order being placed. However, subject to Buyer’s previous cancellation history, MyFoodTicket reserves the right to deny any refund to Buyer pursuant to a cancellation initiated by Buyer even if the same is followed by suspension of account, as may be necessary in the sole discretion of MYFOODTICKET.
• If Buyer cancels his/her Order of placing it, MYFOODTICKET shall have a right to collect a penalty of 100% of the Order amount for breach of contract terms as a compensation for the damages suffered by MYFOODTICKET, with a right to either not to refund the Order value in case Buyer’s Order is prepaid or recover from the Buyer’s subsequent Order in case his/her Order is postpaid, to compensate the Merchants.

2. Non-Customer Cancellation

• MYFOODTICKET reserves the right to collect a penalty for the Orders constrained to be cancelled by FLYER EATS for reasons not attributable to MYFOODTICKET, including but not limited to:
  1. failure to contact Buyer by phone or email at the time of the Order booking & order pickup;
  2. Unavailability of all the items ordered by Buyer at the time of booking the Order; or
  3. Unavailability of all the items ordered by Buyer at the time of booking the Order. However, in the unlikely event of an item in an Order being unavailable, MYFOODTICKET will contact the Buyer on the phone number provided to us at the time of placing the Order and inform Buyer of such unavailability. In such an event Buyer will be entitled to cancel the entire Order and shall be entitled to a refund to an amount upto 100% of the Order value.
• In case of cancellations for the reasons attributable to MYFOODTICKET or the Merchant, MYFOODTICKET shall not collect any penalty from the Buyer.

3. Refunds

1. Buyer may be entitled to a refund for prepaid Orders. MYFOODTICKET retains the right to retain the penalty payable by the Buyer from the amount refundable to him/her. The Buyer shall also be entitled to a refund of proportionate value in the event packaging of an item in an Order or the complete Order, is either tampered or damaged and the Buyer refuses to accept at the time of pickup for the said reason;
2. Buyer may be entitled to a refund upto 100% of the Order value if PDP fails to deliver the Order due to a cause attributable to either PDP or MYFOODTICKET, however such refunds will be assessed on a case to case basis by MYFOODTICKET.
3. Our decision on refunds shall be final and binding.
4. All refund amounts shall be credited to Buyer’s account as may be stipulated as per the payment mechanism of Buyer’s choice, the estimated timelines are detailed as below, in case Buyer don't choose to credit it to Buyer’s wallet with his/her MYFOODTICKET Account;

Process	Payment Method	Refund Source	TAT
Order Edit / Cancellation / Compensation / Payment Failure	Net Banking	Source	5-7 Business Days
	Debit/Credit Cards	Source	5-7 Business Days
	UPI	Source	5-7 Business Days
	MYFOODTICKET Wallet	In app	With in 1 hour

5. In case of payment at the time of pickup, Buyer will not be required to pay for:
   1. Orders where packaging is either tampered or damaged at the time of pickup;
   2. Wrong Order being prepared; or
   3. Items missing from Buyer’s Order at the time of pickup.
   Provided the same is communicated to MYFOODTICKET Customer Care through the Platform before the Order is marked Served.
6. Specific Terms with respect to Use of Platform for purchases
   1. Cancellation: As a general rule the Buyer shall not be entitled to cancel his/her Order once placed. If the Buyer cancels his/her Order, MYFOODTICKET shall have a right to collect the Buyer 100% of the Order amount as the cancellation fee, with a right to either not to refund the Order value in case the Buyer’s Order is prepaid or recover from the Buyer’s subsequent Order(s) in case Buyer’s Order is postpaid, to compensate the Merchants and PDPs.
   2. Non-Customer Cancellation: MYFOODTICKET reserves the right to collect the Buyer cancellation fee for the Orders constrained to be cancelled by MYFOODTICKET for reasons not attributable to MYFOODTICKET or Merchant, including but not limited to:
      • failure to contact the Buyer by phone or email at the time of pickup the Order;
      • failure to pickup the Buyer’s Order due to lack of information or authorization from the Buyer at the time of pickup; or
   3. Refunds: The Buyer may be entitled to a refund for prepaid Orders, post deduction of cancellation fee, if any for reasons mentioned above or in a manner as deemed fit by MYFOODTICKET in its sole discretion, if refund has been requested due to the following reasons:
      • If the Merchant cancels the Order due to reasons not attributable to the Buyer, including but not limited to store being closed, non-availability of items, store not servicing online Orders, overcrowding at store, etc.;
      • If MYFOODTICKET cancels the Order due to reasons not attributable to the Buyer.

        The Buyer may be entitled to refund due to the aforesaid reasons upto 100% of the Order value depending upon the nature of issue. MYFOODTICKET reserves the right to consider the cancellation and refund request and determine if such cancellation and refund request satisfy any of the aforesaid conditions, in which case MYFOODTICKET shall process the cancellation request and refund to Buyer.

        Important Note 1: The Buyer shall verify his/her Order and the products before providing QR code to the restaurant/canteen and any issue with respect to the product or Buyer’s Order shall be notified immediately, and cancellation request shall be placed before providing order number/myfoodticket order QR. Once QR is scanned to the restaurant/canteen, it shall be deemed that the Buyer has accepted item of his/her Order and once he/she has accepted, the Buyer cannot cancel the Order and/or claim refund.

        Important Note 2: In case of the complaint of any spurious product, the liability shall solely lie with the Merchant selling the product. MYFOODTICKET is merely facilitating the transactions between the Merchant and the Buyer and therefore, MYFOODTICKET shall assume no liability with respect to the products sold by the Merchant. MYFOODTICKET strictly discourages dealing of any spurious product on its Platform and shall reserve the right to report such incidents to the concerned authorities for appropriate legal actions.