Before Restaurant Confirmation:
If a customer cancels the order before the restaurant has confirmed or begun preparing it, a full refund will generally be issued.
After Order Preparation Begins:
If the restaurant has already started preparing the food, the app may apply a cancellation fee, or in some cases, no refund may be issued depending on the stage of preparation.
Some platforms apply a small cancellation fee when an order is already being processed by either the restaurant or the delivery partner.
These fees are intended to compensate:
The restaurant for food already prepared or ingredients used
The delivery partner for time spent or travel initiated
The fee amount may vary depending on order type, location, and restaurant policies.
Users may cancel an order only if the restaurant has not confirmed it yet.
Cancellation can be initiated directly from the Order Details section.
Pending / Unconfirmed Orders → Cancellation option available
Confirmed Orders → Cancellation option disabled
However, customers can always reach out through Live Chat or Customer Support if there is any special or urgent reason for cancellation. Support will assist based on eligibility and restaurant policies.
If in-app cancellation is not available, customers may contact support.
Please note that refunds cannot be guaranteed once order preparation has begun.
Full Refund:
Applicable when the order is cancelled before the restaurant confirms it.
Partial Refund:
Possible if cancellation occurs while the order is in progress, depending on preparation status and restaurant rules.
Refund Timeframe:
Refunds are typically processed within a few business days.
Actual timelines may vary by payment method (UPI, wallet, card, etc.).
Cancellation may not be possible in the following cases:
Orders involving custom-made, bulk, or high-value items
Orders from restaurants that follow a strict no-cancellation policy
Orders that are already prepared or near delivery
In such scenarios, the app may not issue refunds.
If you are referring to a particular app or service flow within Chotpot India Technologies Pvt Ltd, we can provide a customised and detailed cancellation guideline for that specific module.
