Effective Date: [01/04/2025]
Last Updated: [01/04/2025]
At Gromit, we aim to provide a smooth and reliable food delivery experience. However, we understand that sometimes things may not go as planned. This Refund Policy explains when and how you may be eligible for a refund when using the Gromit app or services.
You may cancel your order within a limited time before the restaurant begins preparing your food.
If the order is cancelled before preparation begins, you may be eligible for a full refund.
If the order is cancelled after preparation has started, you may not be eligible for a refund, depending on the vendor’s policy.
Note: Refund eligibility will be clearly shown in the app at the time of cancellation.
If a restaurant is unable to fulfill your order (e.g., due to item unavailability or technical issues), your order may be cancelled.
In such cases, you will receive a full refund.
You may be eligible for a partial or full refund under the following circumstances:
Order not delivered due to issues with the delivery partner or incorrect address (after verification).
Wrong or missing items in your order (subject to photo evidence and verification).
Food is spoiled or unsafe to consume (requires prompt reporting through the app).
To request a refund for delivery-related issues, you must contact Gromit support via the app within 2 hours of receiving (or failing to receive) your order.
If you are charged but:
Your order fails to process, or
You do not receive a confirmation,
You are eligible for a full refund. This typically occurs due to payment gateway failures or network issues. Please allow some time for automatic reversal, or contact support if it does not reflect within 24 hours.
Refunds will be issued to the original method of payment (UPI, wallet, credit/debit card, etc.).
Refunds are typically processed within 5–7 business days, depending on your bank or payment provider.
For wallet credits (if applicable), refunds may be processed instantly.
Refunds may not be granted if:
You provided an incorrect or incomplete delivery address.
You were unavailable to accept the order and did not respond to contact attempts.
The order was delivered correctly, but you changed your mind or disliked the food (subjective taste issues).
You raise a complaint after the complaint window (2 hours) has expired.
You can request a refund by:
Going to the Help & Support section in the Gromit app
Selecting your recent order
Describing the issue clearly and attaching photos (if applicable)
Submitting your request for review
Our support team will review your request and respond within 24–48 hours.
Gromit reserves the right to modify this Refund Policy at any time to reflect changes in service, pricing, legal requirements, or user feedback. Any changes will be updated on this page with a new effective date.
Need help? Visit the Help & Support section in the Gromit app for live assistance.
