This Cancellation Policy governs the cancellation of orders placed on dineverse.in or our mobile application (collectively, the “Platform”). By placing an order, you agree to the terms of this Policy.

Dineverse acts solely as an intermediary between Customers, Restaurant Partners, and independent Delivery Partners. All orders are placed on a principal-to-principal basis between the Customer and the Restaurant Partner.

1. General Rule on Cancellations

As a general rule, once an order is placed on the Platform, it cannot be cancelled freely. Cancellations are subject to the order status, Restaurant Partner’s decision, and this Policy. Frequent cancellations may result in temporary or permanent restrictions on your account.

2. Customer-Initiated Cancellations

You may request cancellation through the “Cancel Order” option in the app/website or by contacting customer support.

Cancellation eligibility and charges depend on the order stage:

• Before Restaurant Acceptance/Confirmation: You can usually cancel the order. A full refund (minus any payment gateway or platform charges, if applicable) may be processed, subject to our Refund Policy.
• After Restaurant Acceptance but Before Food Preparation Starts: Cancellation may be allowed at Dineverse’s or the Restaurant Partner’s discretion. A cancellation fee may apply to cover partial costs incurred by the restaurant.
• After Food Preparation Has Started or Order is Dispatched/Out for Delivery: Cancellation is generally not permitted. If exceptionally allowed, a cancellation fee of up to 100% of the order value may be charged. This compensates the Restaurant Partner for ingredients and preparation time, and the Delivery Partner for their efforts.

Note: Once the order is marked as “Delivered” or the Delivery Partner has reached the location, cancellation is not possible.

3. Platform or Restaurant-Initiated Cancellations

Dineverse or the Restaurant Partner may cancel your order in the following cases (no cancellation fee will be charged to you):

• Restaurant is unable to accept or fulfill the order (e.g., item out of stock, restaurant closed, technical issues).
• Suspected fraudulent activity, payment failure, or violation of Platform rules.
• Non-compliance with food safety, legal, or hygiene requirements.
• Significant delays or operational issues attributable to Dineverse or the Restaurant Partner.

In such cases, you will be notified and entitled to a full refund (processed as per our Refund Policy).

4. How to Cancel an Order

• Log in to the Platform → Go to “My Orders” → Select the relevant order → Tap “Cancel Order” (if available).
• Provide a reason for cancellation (optional but helps us improve).
• For urgent requests, contact customer support via in-app chat, call, or email.

We will inform you of the cancellation status and any applicable fees/refunds promptly.

5. Consequences of Cancellation

• Fees: Any cancellation fee (where applicable) will be deducted from the refund amount or recovered from future orders.
• Refunds: Refunds, if eligible, will be processed to the original payment method within 5–10 business days (or as per payment provider timelines). Wallet credits may be issued instantly in some cases.
• Account Impact: Repeated or abusive cancellations may lead to warnings, temporary suspension, or permanent ban from the Platform.

For detailed refund timelines and exceptions, please refer to our Refund and Cancellation Policy (or Refund Policy).

6. Non-Cancellable Orders

The following orders cannot be cancelled by the customer:

• Orders that have been prepared and/or dispatched.
• Bulk or scheduled orders (where explicitly mentioned).
• Orders where the customer provides incorrect address/details or is unreachable at delivery time.

7. Changes to This Policy

Dineverse reserves the right to modify this Cancellation Policy at any time. The updated policy will be posted on the Platform with the new “Last Updated” date. Your continued use of the Platform after changes constitutes acceptance of the revised Policy.

8. Governing Law

This Policy shall be governed by the laws of India. Any disputes shall be subject to the exclusive jurisdiction of the courts in Pune, Maharashtra.

Contact Us

For any queries regarding order cancellation, please reach out to us:

Dineverse Solutions Private Limited 304, Lunkad Sky Station, Konark Nagar, Viman Nagar, Pune, Maharashtra 411014

Email: info@dineverse.in Phone: 7607437896