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Refund policy

This Refund and Cancellation Policy governs cancellations and refunds for orders placed on dineverse.in or our mobile application (collectively, the “Platform”). By placing an order, you agree to this Policy.

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

1. Order Cancellation by Customer

  • You may cancel an order through the Platform (via the “Cancel Order” option) or by contacting customer support.
  • Cancellation is subject to the order status at the time of request:
    • Before Restaurant Acceptance / Confirmation: Full refund (minus any applicable payment gateway charges, if any).
    • After Restaurant Acceptance but before Preparation Starts: Partial or full refund at Dineverse’s discretion. A cancellation fee may apply to cover restaurant costs.
    • After Food Preparation Has Started or Order is Dispatched: Generally, no cancellation is allowed. If exceptionally permitted, a cancellation fee of up to 100% of the order value may be charged to compensate the Restaurant Partner and Delivery Partner for ingredients, preparation, and effort.
  • Frequent cancellations may lead to temporary suspension of your account or restriction on future cancellations.

Note: Once the order is out for delivery or delivered, cancellation is not possible.

2. Refunds for Customer-Initiated Cancellations

  • Refunds (where applicable) will be processed to the original payment method.
  • Timeline: Refunds are usually credited within 5–10 business days, depending on your bank or payment gateway (UPI, cards, wallets, etc.). Cash-on-Delivery (COD) refunds may be issued as platform credits or wallet balance.
  • Dineverse reserves the right to deduct any applicable cancellation fee or platform charges before issuing a refund.
  • No refund will be provided for orders cancelled due to incorrect delivery address, unavailability of the customer at the delivery location, or failure to respond to confirmation calls.

3. Refunds for Quality / Service Issues (Post-Delivery)

You may raise a complaint for the following issues within 30 minutes of delivery (or as per the time window shown in the app):

  • Wrong item delivered
  • Missing items
  • Poor food quality / taste / hygiene issues
  • Damaged / tampered packaging
  • Significant delay in delivery (beyond estimated time, where attributable to us)

Process:

  • Upload clear photos/videos as proof along with the complaint.
  • Dineverse will review the complaint on a case-to-case basis in consultation with the Restaurant Partner where required.
  • If the complaint is found valid, we may offer:
    • Full or partial refund
    • Platform credits / coupon for future orders
    • Replacement (subject to restaurant willingness and feasibility)

Important: No replacement, refund, or resolution will generally be provided without the Restaurant Partner’s confirmation/permission. Our decision on refunds shall be final and binding.

We do not provide refunds for:

  • Change in taste preferences or expectations
  • Minor variations in portion size or presentation
  • Instructions not followed exactly (followed on best-efforts basis)
  • Issues caused by customer instructions (e.g., special requests)

4. Platform or Restaurant-Initiated Cancellations

Dineverse or the Restaurant Partner may cancel an order in the following cases:

  • Restaurant is unable to fulfill the order (out of stock, closed unexpectedly, etc.)
  • Technical issues, payment failure, or suspected fraudulent activity
  • Non-compliance with food safety or legal requirements

In such cases, you will receive a full refund (no cancellation fee) to your original payment method.

5. Refund Processing & Mode

  • Refunds for prepaid orders will be credited back to the same payment source.
  • Wallet / Dineverse Credits (if offered) will be credited instantly or within 24 hours.
  • We use best efforts to process refunds quickly, but actual credit depends on your bank/payment provider.
  • GST and other taxes included in the order will be refunded proportionately where applicable.

6. Non-Refundable Items

  • Platform convenience fees, delivery charges, and packaging charges may not be refunded in certain cases.
  • Tips given to Delivery Partners are non-refundable.

7. How to Raise a Refund Request

  • Go to My Orders → Select the order → “Help” or “Raise Issue”
  • Contact customer support via chat, call, or email at info@dineverse.in
  • Provide order ID, details of the issue, and supporting evidence.

All complaints must be raised within the stipulated time mentioned above. Late complaints may not be entertained.

8. General Terms

  • Dineverse reserves the right to modify this Policy at any time. Continued use of the Platform after changes constitutes acceptance of the revised Policy.
  • In case of any dispute, the decision of Dineverse shall be final.
  • This Policy is governed by the laws of India and subject to the exclusive jurisdiction of courts in Pune, Maharashtra.

Contact Us

For any queries regarding cancellations or refunds, 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