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  • Check our FAQ section for common questions
  • Track your order in real-time from the app
  • Use promo codes for discounts on your orders
  • Contact restaurants directly for order modifications

Return & Refund Policy

Our commitment to ensuring your complete satisfaction with every order. Learn about our refund process, eligibility, and timelines.

Refund Policy Overview

At Kravito, we strive to ensure complete customer satisfaction with every order. Our refund policy is designed to be fair, transparent, and customer-friendly while balancing the interests of our restaurant partners and delivery executives.

Quick Refund Access: You can request refunds directly through the Kravito app by navigating to Your Orders → Select Order → Help → Request Refund.

Our Commitment

We understand that sometimes things don't go as planned. Whether it's missing items, quality issues, or delivery problems, we're here to make it right. Our customer support team reviews each case individually to ensure fair resolution.

Refund Eligibility

When You're Eligible for a Refund

You may be eligible for a full or partial refund in the following circumstances:

Situation Refund Type Documentation Required
Order cancelled by restaurant Full refund None
Significant delay in delivery (45+ minutes) Partial refund (20-50%) None
Missing items from order Value of missing items + delivery fee Photos of received items
Wrong items delivered Value of wrong items + replacement Photos of wrong items
Food quality issues Full or partial refund Photos/video of issue
Order not delivered Full refund None

Important: Refund requests must be submitted within 2 hours of order delivery. Late requests may not be processed.

Refund Process

Getting a refund is simple and straightforward. Follow these steps:

1
📱

Report Issue

Go to Your Orders in the Kravito app, select the problematic order, and tap "Help" to report your issue.

2
📝

Provide Details

Select the issue type and provide necessary details. Upload photos if applicable for faster resolution.

3
⏱️

Review Process

Our team reviews your request, typically within 2-4 hours. We may contact you for additional information.

4
✅

Resolution

Once approved, refund is processed to your original payment method or as Kravito Cash.

Pro Tip: Providing clear photos of the issue (wrong items, quality problems, etc.) significantly speeds up the refund process.

Refund Timeline

Once your refund is approved, the processing time varies based on your payment method:

🏦

Credit/Debit Cards

5-10 business days depending on your bank's processing time. The refund will appear on your next statement.

📱

Digital Wallets (GPay, PhonePe, etc.)

24-48 hours. Refunds are typically processed instantly or within one business day.

💳

UPI Payments

1-3 business days. Refunds are processed directly to your linked bank account.

💰

Kravito Cash

Instant. Refunds to Kravito Cash wallet are processed immediately upon approval.

Note: For cash on delivery orders, refunds are processed to your Kravito Cash wallet or bank account based on your preference.

Order Cancellation & Refunds

Cancellation by Customer

You can cancel your order without any charges under these conditions:

  • Within 2 minutes of placing order: Full refund guaranteed
  • Before restaurant confirms: Full refund in most cases
  • After restaurant confirmation: Partial refund may apply (restaurant preparation costs)
  • After food is prepared: Cancellation may not be possible

Cancellation by Kravito/Restaurant

In rare cases, we might need to cancel your order due to:

  • Restaurant closure or technical issues
  • Item unavailability
  • Weather conditions or safety concerns
  • Suspected fraudulent activity

In such cases, you will receive a full refund automatically within 2 hours.

Partial Refunds

In some situations, you may be eligible for a partial refund instead of a full refund:

Situation Refund Amount Conditions
Minor delivery delay (15-30 minutes) 10-25% of order value As Kravito Cash
One missing item from large order Value of missing item + Delivery fee refund
Packaging damage (food intact) 15% of order value As Kravito Cash
Minor food quality issue 30-50% of item value Based on severity

Non-Refundable Items & Situations

Important: The following situations typically do not qualify for refunds:

  • Change of mind after food is prepared
  • Personal taste preferences (too spicy, not as expected, etc.)
  • Minor delivery delays during peak hours or bad weather
  • Customization charges for special requests
  • Tips given to delivery partners
  • Orders where the customer provided incorrect address
  • Customer unavailable at delivery location
  • Refund requests submitted after 2 hours of delivery

Food Quality Issues

We take food quality and safety seriously. If you receive food that is:

  • Undercooked or overcooked
  • Stale or spoiled
  • Contaminated with foreign objects
  • Not as described in the menu

Please follow these steps immediately:

  1. Stop consuming the food
  2. Take clear photos of the issue
  3. Contact support within 1 hour of delivery
  4. Preserve the food for inspection if requested

Quality Guarantee: For verified food quality issues, we provide a full refund plus a complimentary replacement or voucher for your next order.

Missing or Wrong Items

Missing Items

If your order arrives with missing items:

  • Check your entire order carefully upon delivery
  • Contact support immediately with order details
  • We'll refund the value of missing items plus applicable delivery charges
  • Option for redelivery of missing items when available

Wrong Items

If you receive incorrect items:

  • Do not open sealed containers if possible
  • Take photos of the wrong items received
  • Contact support for resolution
  • We'll arrange for correct item delivery or provide full refund

Delivery Issues

Late Delivery

While we strive for timely delivery, sometimes delays occur due to:

  • Traffic conditions
  • Weather situations
  • High order volumes
  • Restaurant preparation delays

Refund eligibility for delays:

  • 15-30 minutes late: 10% refund as Kravito Cash
  • 30-45 minutes late: 25% refund as Kravito Cash
  • 45+ minutes late: 50% refund to original payment method
  • Order not delivered: Full refund

Failed Delivery

If the delivery partner cannot complete delivery due to:

  • Incorrect address provided
  • Customer unavailable
  • Inaccessible location
  • Refusal to accept order

You may be charged a failed delivery fee of ₹50-100, and no refund will be provided for the food cost as it cannot be resold.

Frequently Asked Questions

How long does it take to process a refund? ▼

Refund approval typically takes 2-4 hours. Once approved, processing times vary: Digital wallets (1-2 days), Credit/Debit cards (5-10 business days), UPI (1-3 days), Kravito Cash (instant).

Can I get a refund if I don't like the food? ▼

We don't provide refunds for subjective taste preferences (too spicy, not as expected, etc.). However, if the food is genuinely of poor quality, undercooked, or spoiled, we'll process a full refund upon verification.

What if the restaurant refuses to issue a refund? ▼

Kravito has a customer-first policy. If your refund request is valid per our policy, we'll process the refund regardless of restaurant approval and handle the restaurant relationship separately.

Can I request a refund for a cash on delivery order? ▼

Yes, for COD orders, refunds are processed to your Kravito Cash wallet or bank account based on your preference. You'll need to provide bank details for direct bank transfers.

What should I do if my refund hasn't arrived after 10 days? ▼

First, check your Kravito Cash balance as refunds are sometimes processed there. If not received, contact our support with your order details and refund approval reference number for escalation.

Contact Support

If you need assistance with refunds or have questions about our policy, our support team is here to help:

📱

In-App Support

Go to Help & Support in the Kravito app for instant assistance

24/7 Available

📞

Phone Support

+1 (800) 123-4567

Mon-Sun, 7AM-11PM

📧

Email Support

refunds@kravito.com

Response within 4 hours

Last Updated: October 15, 2023 | Policy Version: 2.1