Refund & Cancellation Policy
Last Updated: December 25, 2025
Quick Summary: You can cancel your order free of charge before the restaurant accepts it. After acceptance, cancellations are not permitted. Refunds for eligible issues are processed to your original payment method. COD refunds go to your Zenzio wallet. Contact support@zenzio.in within 24 hours of delivery for any issues.
Order Cancellation
When can you cancel?
Orders may be cancelled only before the restaurant accepts the order. Once a restaurant accepts and begins preparation, the order cannot be cancelled.
How to cancel:
- Open the Zenzio app
- Navigate to "My Orders"
- Select the active order
- Tap "Cancel Order" (only visible before restaurant acceptance)
Cancellation via phone or email is not accepted. All cancellations must be made through the app.
Non-Cancellable Situations
Cancellations are not permitted in the following situations:
- After the restaurant has accepted and begun preparing your order
- After a Rakshi delivery executive has been assigned
- After the order has been picked up for delivery
- For orders placed with misuse of promotional codes
If you placed an order by mistake after the cancellation window, please contact support immediately - we will do our best to assist, but we cannot guarantee cancellation after restaurant acceptance.
Restaurant-Initiated Cancellations
If a restaurant cancels your order due to:
- Unavailability of items
- Temporary kitchen closure
- Capacity issues
You will receive a full refund to your original payment method within the standard refund timeline. You will also receive an in-app notification explaining the cancellation.
Refund Eligibility
Refunds are provided in the following situations:
Eligible for refund:
- Wrong items delivered (items not matching your order)
- Missing items from your order
- Significantly degraded food quality (verified by our support team)
- Restaurant-initiated cancellations
- Technical errors causing duplicate charges
- Order cancelled before restaurant acceptance
Not eligible for refund:
- Taste preferences or personal dissatisfaction
- Incorrect delivery address provided by the customer
- Failed delivery due to customer unavailability
- Orders cancelled after restaurant acceptance
- Partially consumed orders
How to Raise a Refund Request
Step 1: Contact Zenzio support within 24 hours of delivery for delivery issues or missing items.
Step 2: Provide your order ID and describe the issue clearly. Photo evidence helps speed up the process.
Contact options:
- In-app support chat (fastest response)
- Email: support@zenzio.in
- Phone: +91 6374207587 (Mon–Sat, 9 AM–9 PM IST)
Step 3: Our team will review your request within 24–48 hours and communicate the decision.
Step 4: Approved refunds are processed within the timeline for your payment method (see below).
Refund Timelines
Refund timelines depend on your original payment method.
All refund timelines are from the date of refund approval by Zenzio. Bank processing times may vary. If you do not receive your refund within the stated timeline, contact your bank or payment provider directly, then reach out to us if the issue persists.
| Payment Method | Timeline | Notes |
|---|---|---|
| UPI / Net Banking | 5–7 business days | Returned to source account |
| Debit / Credit Card | 7–10 business days | Returned to source card |
| Zenzio Wallet Credits | Instant | Credited immediately |
| Cash on Delivery (COD) | 24–48 hours | Credited to Zenzio wallet |
Partial Refunds
Partial refunds are issued when:
- Only specific items from an order are wrong or missing
- A discount was applied to the original order (refund is calculated proportionally)
Partial refund amounts are calculated based on the actual cost of the affected items, including applicable taxes. Delivery charges are not refunded in partial refund cases.
COD Orders
For Cash on Delivery orders, refunds cannot be returned as cash. All refunds for COD orders are credited to the customer's Zenzio wallet within 24-48 hours.
Zenzio wallet credits:
- Can be used on any future Zenzio order
- Have no expiry date
- Cannot be transferred to another account
- Cannot be withdrawn as cash
Still Need Help?
Our support team is available Monday–Saturday, 9:00 AM–9:00 PM IST. Email us at support@zenzio.in or call +91 6374207587.