Refund & Cancellation Policy

1. Introduction

This Refund & Cancellation Policy (“Policy”) explains the conditions under which Orders placed through the Spinacho Platform may be cancelled and when refunds may be approved. Spinacho is a brand owned and operated by Nutriwave Spinacho Foods Private Limited and operates as an FSSAI Licensed e-Commerce Food Business Operator.

Since most products offered through the Platform are freshly prepared, made-to-order, and perishable, cancellation and refund requests are subject to the conditions set out in this Policy. This Policy should be read together with the Terms & Conditions of the Platform.

2. Scope

This Policy applies to:

• Customer initiated Order cancellations.
• Restaurant Partner initiated Order cancellations.
• Refund requests.
• Failed payment transactions.
• Duplicate payments.
• Replacement or compensation requests where applicable.

This Policy applies to all Orders placed through the Platform.

3. Customer Cancellation

3.1 Before Restaurant Partner Acceptance

A Customer may cancel an Order before it has been accepted by the Restaurant Partner. Where payment has already been successfully processed, the eligible amount shall be refunded to the original payment method in accordance with the applicable payment processing timelines.

3.2 After Restaurant Partner Acceptance

Once an Order has been accepted by the Restaurant Partner and food preparation has commenced, cancellation requests may not be accepted due to the perishable nature of food products. Cancellation after acceptance may only be permitted where:

• Required under Applicable Law;
• Approved by the Restaurant Partner; or
• Expressly authorised by Spinacho.

4. Cancellation by Restaurant Partner

A Restaurant Partner may cancel an Order where:

• An ordered item is unavailable;
• Operational constraints prevent fulfilment;
• Food cannot be prepared safely; or
• Unforeseen circumstances affect operations.

Customers will be informed through the Platform wherever reasonably practicable. Eligible refunds shall be processed in accordance with this Policy.

5. Cancellation by Spinacho

Spinacho reserves the right to cancel an Order where reasonably necessary, including but not limited to:

• Suspected fraudulent activity;
• Payment verification failure;
• Duplicate Orders;
• Technical errors;
• Incorrect pricing;
• Legal or regulatory requirements; or
• Circumstances beyond reasonable control.

Where payment has already been received, eligible refunds shall be initiated.

6. Refund Eligibility

Refunds may be approved where:

• An Order is cancelled before preparation begins;
• Payment is successfully processed but the Order cannot be fulfilled;
• Duplicate payment is received;
• The Customer receives an incorrect Order;
• Paid items are missing from the delivered Order;
• An Order cannot be delivered due to operational failure attributable to the Restaurant Partner, Spinacho, or an authorised delivery provider; or
• Other circumstances where Spinacho determines that a refund is appropriate under Applicable Law.

Each request shall be reviewed individually based on the available information.

7. Partial Refunds

Where only part of an Order is affected, Spinacho may approve a partial refund corresponding to the affected item(s) instead of refunding the full Order value.

8. Situations Where Refunds May Not Be Available

Refunds may not be approved where:

• Food preparation has already commenced and the Customer chooses to cancel the Order;
• The Customer provides an incorrect or incomplete delivery address;
• Delivery cannot be completed because the Customer is unavailable or cannot be contacted;
• Dissatisfaction relates solely to personal taste or preference;
• Minor variations occur in presentation, packaging, or appearance that do not materially affect the quality or safety of the product; or
• The refund request is found to be fraudulent or misleading.

9. Duplicate Payments

If a Customer is charged more than once for the same Order and the duplicate payment is successfully verified, the excess amount paid shall be refunded.

10. Failed Payment Transactions

Where payment is debited but an Order is not successfully placed due to a technical issue, the transaction will be reviewed. Where applicable, the amount shall be refunded through the original payment method in accordance with the payment service provider's procedures.

11. Refund Method

Approved refunds shall ordinarily be processed through the original payment method used for the transaction. Where permitted by Applicable Law and agreed by the Customer, refunds may alternatively be provided as:

• Platform Credits;
• Wallet Credits (if introduced by the Platform); or
• Replacement Orders.

12. Refund Processing Time

After approval, refunds are generally processed as follows:

Actual timelines depend upon the Customer's bank or payment service provider.

13. Review of Refund Requests

Spinacho reserves the right to verify all refund requests. Verification may include review of:

• Order records;
• Payment records;
• Delivery records;
• Restaurant Partner information;
• Photographs or supporting evidence provided by the Customer; and
• Internal Platform records.

Providing false, misleading, or fraudulent information may result in rejection of the refund request and appropriate action under the Terms & Conditions.

14. Promotional Offers & Discounts

Where an Order has been placed using: promotional offers; referral benefits; coupon codes; Platform Credits; or any other discount, the refund amount shall be calculated after taking into account the applicable promotional terms. Promotional benefits may not be reinstated following cancellation unless expressly stated otherwise.

15. Force Majeure

Spinacho shall not be responsible for cancellations, delays, or failures caused by circumstances beyond its reasonable control, including but not limited to: natural disasters; floods; severe weather; pandemics; strikes; internet outages; government restrictions; civil disturbances; or other force majeure events. Refund decisions in such circumstances shall be made based on the facts of each case and Applicable Law.

16. Policy Updates

Spinacho reserves the right to amend this Policy from time to time. The updated version shall be published on the Platform together with the revised “Last Updated” date. Continued use of the Platform after publication constitutes acceptance of the updated Policy.