Cancellation and Refund Policy
This policy explains when you can cancel an OonDrop order and how refunds work. It is part of the Terms of Use of AIIBLUE TECHNOLOGIES PRIVATE LIMITED.
1. Cancelling an order yourself
- You can cancel an order in the app free of charge until the restaurant starts preparing it (while it is waiting or accepted).
- Once the restaurant has started preparing, the order cannot be cancelled in the app, because the food is being made for you. Contact support in the chat if something has gone wrong.
- A scheduled order can be cancelled for a full refund until the restaurant starts preparing it.
- A group order that is not fully paid in time is cancelled and every paid share is refunded.
2. When the restaurant rejects your order
A restaurant may reject a new order, for example when items are out of stock, the kitchen is too busy, or it is closing. You are told the reason in the app. If you paid online or from the wallet, you get a full refund.
3. Problems with your order
Report the problem in the in-app support chat, with the order.
- Item missing or wrong: choose the items in the chat and add a photo. Refunds up to Rs 200 per order (a limit OonDrop can change) are given at once by the help bot, by default to your OonDrop wallet. A small number of such refunds are allowed in 30 days; anything more is checked by our team.
- Quality, spillage or anything else: our support team checks it and decides on a refund or another remedy.
- Please report problems as soon as possible after delivery.
4. When delivery cannot be completed
If the delivery partner reaches your address but cannot hand over the order (for example you cannot be reached), they report it after waiting. OonDrop support then marks the order delivered or Delivery failed.
- Delivery failed cancels the order. A cash on delivery order is not collected.
- For an order paid online or from the wallet, the current rule is a full refund, including the tip. OonDrop may change this rule; the rule shown in the app at the time applies.
- For a prepaid order you asked to be left at your door or with security, the delivery is complete when the partner takes the drop-off photo.
5. How refunds are paid
- Refunds go back the way you paid: to your UPI, card or bank account through Razorpay, or to your OonDrop wallet if you paid from it. Self-service refunds from the help bot go to your wallet by default.
- Cash on delivery orders are refunded to your OonDrop wallet.
- Wallet refunds are instant. Refunds to UPI, cards or bank accounts usually reach you in 5 to 7 working days, depending on your bank.
6. What is not refunded
- OonDrop Pass: not refunded once bought, and not refunded when you delete your account, except where the law requires.
- Wallet balance: cannot be withdrawn as cash. It is forfeited if you delete your account.
- Tips: refunded only with a failed delivery as above; otherwise every tip goes to the delivery partner.
- Fees on an order that was delivered as ordered.
7. OonDrop Mart products
Packaged products sold by ROYAL CHOLA FOODS PRIVATE LIMITED can be reported as missing, wrong, damaged or past their expiry date in the support chat, the same way.
8. Contact
Use the in-app support chat first. If you are not satisfied, contact our Grievance Officer (see the Grievance Redressal and Contact page).