Refund Policy

1. Purpose

This Refund Policy outlines our commitment to transparency, fairness, and consumer protection in all transactions conducted through the Minta Restro platform (“Platform”).

We aim to resolve concerns efficiently while balancing the interests of customers, restaurant partners, and delivery partners.

2. Scope

This Policy applies to:

  • Food delivery orders
  • Platform service fees
  • Promotional or campaign-related payments

Transactions processed through the Platform are subject to applicable laws and the payment policies permitted under Google Play.

3. Eligibility for Refund

A refund may be issued under the following circumstances:

3.1 Order Cancellation Before Confirmation

  • If an order is cancelled before restaurant confirmation, a full refund will be processed.

3.2 Restaurant Unable to Fulfill Order

  • If the restaurant declines or fails to process the order, a full refund will be issued.

3.3 Incorrect or Missing Items

  • Refunds (partial or full) may be granted after review of supporting details.

3.4 Food Quality Issues

  • Refund eligibility is subject to verification.
  • Supporting images or evidence may be requested.

3.5 Delivery-Related Issues

  • Excessive delays attributable to the platform or delivery partner.
  • Order marked delivered but not received (subject to investigation).

4Non-Refundable Situations

Refunds may not be provided in cases including but not limited to:

  • Change of mind after order preparation
  • Incorrect delivery details provided by the customer
  • Minor taste preferences
  • Abuse of refund policy or repeated fraudulent claims

Minta Restro reserves the right to decline refund requests that violate platform policies.

5. Refund Process

5.1 How to Request

Refund requests must be submitted via:

  • In-app customer support
  • Registered support email
  • Help centre portal

5.2 Review & Verification

All refund requests are subject to review. We may contact:

  • The restaurant partner
  • The delivery partner
  • The customer

to determine eligibility.

6. Refund Timelines

Approved refunds will be processed as follows:

  • Credit/Debit Cards: 5–10 business days
  • Digital Wallets/UPI: 2–7 business days
  • In-app Wallet Credits (if applicable): Immediate or within 24 hours

Actual timelines may vary depending on the financial institution.

7. Mode of Refund

Refunds will generally be processed to:

  • The original payment method, or
  • Minta Restro wallet credits (where applicable and accepted by user)

8. Promotional Offers & Coupons

  • If a promotional code was used, the refund amount may exclude the discount portion.
  • Promotional benefits may be reinstated at Minta Restro’s discretion.

9. Chargebacks & Payment Disputes

If a customer initiates a chargeback through their bank:

  • The matter will be reviewed in accordance with financial regulations.
  • Minta Restro reserves the right to suspend accounts in case of fraudulent disputes.

All payment processing practices comply with secure transaction standards and permitted payment structures under Google Play policies.

10. Partner Responsibility

Restaurants are responsible for:

  • Food preparation quality
  • Accurate packaging
  • Compliance with food safety regulations

Delivery partners are responsible for:

  • Proper handling
  • Timely delivery

Refunds attributable to partner errors may be adjusted in partner settlements as per contractual terms.

11Policy Abuse & Fraud Prevention

Minta Restro monitors refund activity to prevent:

  • Repeated false claims
  • Manipulation of policies
  • Misuse of promotional credits

Accounts engaging in suspicious behaviour may be suspended or permanently restricted.

12. Consumer Protection Compliance

This Refund Policy is designed in alignment with:

  • Applicable consumer protection laws
  • E-commerce regulations
  • Fair trade practices
  • Digital platform standards, including those of Google Play

13. Amendments

Minta Restro reserves the right to amend this Refund Policy at any time. Updated versions will be published on the Platform.

Continued use of the Platform constitutes acceptance of the revised policy.

14. Contact Information

For refund-related inquiries, contact:

Minta Restro Customer Support

Email:support@mintarestro.com