Transparent, Fair Cancellations & Refunds
At Sri Dungargarh Setu ("SETU"), we strive to ensure a smooth, delightful experience across food orders and local merchant deliveries. This policy outlines conditions under which orders can be cancelled and how refunds are initiated and processed.
Order Cancellation by Customer
Because freshly prepared food items and perishable groceries are processed immediately upon receipt by local restaurants:
You may cancel your order free of charge within 60 seconds of placing it, provided the restaurant has not yet accepted or started food preparation. A 100% refund is issued.
Once the merchant has accepted the order and started cooking, cancellation is no longer possible because perishable ingredients have been committed.
Cancellation by Merchant or SETU
An order may occasionally be cancelled by the merchant or platform due to:
- Selected items being sold out or out of stock at the restaurant.
- Unforeseen weather conditions, road closures, or delivery partner unavailability.
- Incorrect delivery address provided outside the service radius of Sri Dungargarh.
In all cases of cancellation by the merchant or platform, a full 100% refund will be credited back automatically.
Refund Eligibility for Order Issues
You may be entitled to a full or partial refund in the following instances:
- Missing or Wrong Items: If delivered food differs from your ordered items or items are missing.
- Damaged or Tampered Packaging: If the food package was severely spilled, crushed, or tampered with during transit.
- Major Delivery Delays: If delivery is delayed significantly beyond the quoted delivery window due to courier negligence.
Note: To claim a refund for missing or defective items, please share an image of the received order via WhatsApp or support ticket within 2 hours of delivery.
Refund Processing Timelines
Approved refunds are credited directly back to your original payment method:
| Payment Method | Refund Timeline | Destination |
|---|---|---|
| UPI (Google Pay, PhonePe, Paytm) | 2 to 24 Hours | Linked Bank Account |
| Debit / Credit Cards | 3 to 7 Business Days | Issuing Bank Card |
| Net Banking | 3 to 5 Business Days | Source Bank Account |
Support & Grievance Contact
If your refund has not been received within the stipulated timeline or you need assistance with an order: