Food-order cancellation and live cancellation quote
Rasoo.in uses a stage-based cancellation model. Before a customer confirms cancellation, the customer dashboard shows the current cancellation charge and eligible refund calculated from the order stage and the active versioned policy. The amount is not hidden after confirmation and the recorded policy version remains linked to the order.
Typical order stages
- Before restaurant acceptance: the default Rasoo.in policy applies no customer cancellation charge.
- Food preparation started: a configurable part of the food subtotal may become non-refundable because ingredients and preparation have already been committed.
- Food ready / rider assigned: a higher configurable cancellation charge may apply and an eligible restaurant/rider compensation record may be created.
- After rider pickup: the configured food cancellation charge and eligible delivery-fee charge may apply because preparation and delivery work have materially progressed.
Exact percentages and rider/restaurant compensation are controlled by Rasoo.in Administration and may change prospectively through a new policy version. The live quote shown immediately before cancellation is the operative amount for that cancellation request.
Who caused the cancellation matters
If the restaurant rejects, times out or cannot fulfil an accepted order, the default Rasoo.in model does not charge the customer a cancellation fee and the restaurant does not receive customer-cancellation compensation. If a rider-attributable failure prevents fulfilment, the default model also does not charge the customer; documented prepared-food compensation may still be considered for the restaurant. Repeated restaurant rejection, delay or problem orders may reduce organic visibility and trigger Admin review. Any financial rejection penalty remains an Admin-controlled, manually reviewed settlement action and is disabled by default until separately reviewed and enabled.
Restaurant and rider compensation
When a customer cancels after preparation has materially begun, Rasoo.in may record a stage-based restaurant compensation amount rather than treating the entire customer charge as platform income. Rider cancellation compensation may also be recorded after assignment or pickup where configured. These records appear in the relevant settlement or rider earning ledger and remain subject to fraud, duplicate-payment, support and compliance review.
Quality, missing item or non-delivery
Report a missing item, wrong item, material quality concern or non-delivery promptly with the order reference and supporting details. After verification, we may provide replacement, partial refund, full refund or account credit, as appropriate and subject to applicable law.
Tiffin plans
A prepaid tiffin plan cancelled before its first scheduled meal is eligible for a full refund. After service has started, any approved refund is calculated on the unused prepaid portion after excluding meals already prepared, delivered or validly scheduled before the cancellation request. Promotional credits are not redeemable for cash.
Failed or duplicate payments
If money is debited but the order is not created, first check your order history and bank statement. Automatically reversed transactions usually return according to the bank or UPI provider's timeline. For a verified duplicate payment, we will initiate a refund for the duplicate amount.
Refund method and timeline
Approved online-payment refunds are initiated to the original payment method. After initiation, the amount commonly reflects within 5–7 working days, though the final credit time is controlled by the bank, card network, UPI provider or payment gateway. Cash-on-delivery refunds may be settled by bank transfer, UPI or another mutually agreed method after verification.
How to request
Contact us with the order reference, registered mobile number, reason and supporting photos where relevant. Do not share OTP, CVV, UPI PIN or passwords.
Dashboard complaint and refund review
A customer may raise an order-linked complaint from the dashboard and request an eligible refund. The restaurant may accept, reject or recommend a partial/full amount with a reason; this recommendation is not the final payment-gateway action. Rasoo.in administration reviews the order timeline, evidence, partner response, rider activity and payment record before the final decision.
Minimum refund request and payout adjustment
Where a monetary refund is selected, the minimum refund amount supported by the dashboard is ₹15 and the amount cannot exceed the paid order total. An approved refund attributable to a restaurant may be reflected as an adjustment in a later partner payout statement. A rejected complaint includes a recorded reason.
Refund destination
Depending on eligibility and customer consent, an approved amount may be returned to the original payment source, credited as a non-withdrawable Rasoo Wallet promotional balance, or processed manually. Gateway and bank processing timelines apply. Wallet credits cannot be withdrawn or transferred.