Welcome to AVFood (operated by [Your Company Name] ). This Refund and Returns Policy explains the circumstances under which you may be eligible for a refund, replacement, or cancellation of your food and grocery orders placed through our mobile application and website (https://www.avfood.in).

Since AVFood is a delivery logistics platform and does not cook, prepare, or pack any items, our refund policy is designed to be fair while acknowledging that we are not the source of the products.

1. CANCELLATION POLICY

a. Customer-Initiated Cancellations

• Before Order Acceptance: You may cancel your order free of charge within 2 minutes of placing it, provided the restaurant/store has not yet accepted the order.
• After Order Acceptance: Once the restaurant or store has accepted your order, cancellations are not permitted as the preparation or packing process has already begun.
• After Pickup: Once our delivery partner has picked up your order, cancellations are not permitted under any circumstances.

b. Restaurant/Store-Initiated Cancellations

• If the restaurant or store cancels your order due to unavailability of items or other reasons, you will receive a full refund to your original payment method within 3-7 business days.

c. AVFood-Initiated Cancellations

• We reserve the right to cancel orders if we detect fraudulent activity, suspicious payment behavior, or if the delivery location is deemed unsafe or inaccessible. In such cases, a full refund will be issued.

2. REFUND ELIGIBILITY

You may be eligible for a refund in the following situations:

a. Order Not Delivered

• If our delivery partner fails to deliver your order within a reasonable time frame (exceeding the estimated delivery time by 45 minutes or more) and you choose to cancel, you will receive a full refund.
• If the delivery partner attempts delivery but is unable to reach you due to incorrect address, unavailability, or non-response, no refund will be issued.

b. Incorrect Order Received

• If you receive a completely different item than what you ordered (e.g., wrong dish, wrong grocery product), we will investigate. If confirmed, you may be eligible for a full refund or replacement (subject to restaurant/store availability).

c. Missing Items

• If items are missing from your delivery, please report it immediately. After verification with the restaurant/store and delivery partner, we will issue a pro-rata refund for the missing items.

d. Damaged or Spoiled Items (Groceries)

• If grocery items are delivered damaged, spoiled, or expired, please report it with photographic evidence within 2 hours of delivery. We will investigate and may issue a refund or replacement at our discretion.

e. Quality Issues (Food)

• Since we do not prepare food, we do not issue refunds for subjective quality concerns such as taste, portion size, or personal preference. However, if the food is delivered cold, stale, or clearly inedible, we may issue a partial refund after review.

3. NON-REFUNDABLE SITUATIONS

Refunds will not be issued in the following cases:

• Change of Mind: If you simply change your mind after the order has been accepted or delivered.
• Delay Due to External Factors: Delays caused by traffic, weather, festivals, strikes, or other force majeure events.
• Incorrect Address: If you provide an incorrect or incomplete delivery address.
• Unavailability at Doorstep: If you are not available to receive the delivery and the partner has to return the order.
• Taste or Preference: Disliking the taste, portion size, or presentation of food items.
• Missing Items Without Proof: If you report missing items without providing order details or if the report is made after 2 hours of delivery.

4. REFUND PROCESS

Step-by-Step Process:

1. Report the Issue: Contact our support team within 2 hours of delivery for food issues or 24 hours for grocery issues.
2. Provide Evidence: Share your order ID, clear photos (for damaged/spoiled items), and a brief description of the problem.
3. Investigation: Our team will investigate by coordinating with the restaurant/store and delivery partner. This may take 1-3 business days.
4. Approval/Rejection: If your claim is approved, we will initiate the refund. If rejected, we will explain the reason.
5. Refund Issuance: Refunds will be processed to your original payment method or as wallet credits (your choice).

Contact for Refund Requests:

• Email: refunds@avfood.in
• Phone: [Your Contact Number]
• In-App: Visit the “Help & Support” section in the app.

5. REFUND TIMELINE

Note: The actual timeline may vary depending on your bank or payment gateway.

6. REPLACEMENT POLICY

In some cases, we may offer a replacement instead of a refund:

• Wrong Item Received: If the item is available and the restaurant/store agrees to prepare a replacement, we will arrange a new delivery at no extra cost.
• Damaged Groceries: If the store has the same item in stock, we may send a replacement delivery.

Replacements are subject to availability and are offered at our sole discretion.

7. CASH ON DELIVERY (COD) REFUNDS

If you paid via COD and are eligible for a refund:

• The refund will be issued as AVFood Wallet Credits (which can be used for future orders).
• We do not issue cash refunds for COD orders due to operational constraints.

8. DISPUTE RESOLUTION

If you are not satisfied with the resolution provided by our support team, you may escalate the matter:

• Escalation Email: grievance@avfood.in
• We aim to resolve all escalated disputes within 7 business days.

If the dispute remains unresolved, you may approach the appropriate consumer forum or ombudsman under the laws of India.

9. CHANGES TO THIS POLICY

We reserve the right to update or modify this Refund and Returns Policy at any time without prior notice. Any changes will be effective immediately upon posting on this page. We encourage you to review this policy periodically.

10. CONTACT US

If you have any questions or concerns about this Refund and Returns Policy, please contact us:

• Email: admin@avfood.in
• Phone: 7973684679
• Address: Gandhi Chowk, Ahmedgarh, Punjab, India 148021

DISCLAIMER: AVFood is a delivery logistics platform. We do not cook, prepare, manufacture, or pack any food or grocery items. We act solely as an intermediary to pick up orders from partner restaurants and stores and deliver them to customers. All refund decisions are made in good faith and are subject to verification.