Cancellation and Refund Policy – For Customer

Note: Timely food works without application in which QR code associated with food menu after scanning and add the item to delivery through WhatsApp notification, where customer WhatsApp number will be shared with verified restaurant partner.

You must notify the participating restaurant immediately if you decide to cancel your order, preferably by phone, and quote your order number. If the restaurant accepts your cancellation, no cancellation fee applies. If the restaurant refuses cancellation, (e.g. preparation of order placed by you has been completed and/or delivery personnel has already been dispatched), we will not be able to refund any order, which has been already dispatched. As a general rule, you shall not be entitled to cancel your order once you have received confirmation of the same from the restaurant. Usually, this is within 5 minutes of placing an order.

If the cancellation was made in time and once the restaurant has accepted your cancellation, we will refund or re-credit your debit or credit card with the full amount within 14 days which includes the initial delivery charge (where applicable) which you paid for the delivery of the Goods or the Services, as applicable. We may cancel a contract/order if the product is not available for any reason. We will notify you if this is the case and return any payment that you have made.

However, in the unlikely event of an item on your order being unavailable, merchant will contact you on the phone number at the time of placing the order and inform you of such unavailability. In such an event you will be entitled to cancel the entire order and shall be entitled to a refund in accordance with our refund policy.

In the unlikely event that the Participating Restaurant delivers a wrong item, you have the right to reject the delivery of the wrong item and you shall be fully refunded for the missing item/order within 14 days by the restaurant.

If the Participating Restaurant can only do a partial delivery (as a few items might not be available), its staff should inform you or propose a replacement for the missing items. We are not responsible for wrong or partial delivery. The issue has to be settled directly with the Participating Restaurant.

 You can register a complaint with us and if we have similar complaints from other users, Timely Foods will ensure that such practices are not followed. Any restaurant found continuously following such practices, even after giving regular warnings and improvement opportunities, the restaurant will be removed or blocked from continuing to serve through Timely Foods.