Refund Policy
As a customer you have a right to cancel your order without charge at any time before the restaurant has started preparing the food. To cancel an order please check order status and press cancel provided it still reflecting as “Order Placed” and we will refund you in full. If you cancel the order while the status in in preparing state, you will be charged a full meal amount excluding delivery. If your order has been picked up by the delivery partner, you will be charged delivery amount as well. You will be not charged for any orders cancelled by the restaurant or Thooma.
Cancellation Policy
Customer Cancellation
- You may cancel an order without charge at any time before the restaurant partner has started preparing the food.
- If the restaurant confirms the order was not yet in Preparation, we will refund you 100% payment (excluding any Discounts, Promotions or Coupons that was applied to the order). We may also refund you the full amount via Credit Point to your account.
- If you cancel any order when it being prepared, you will be charged the full price for the Items, and if the delivery driver partner has collected your food from the restaurant partner to you for delivery, you will also be charged for delivery fee if applicable.
- In the event you have provided incorrect information, e.g., contact number, delivery address etc., or that you were unresponsive, not reachable or unavailable for fulfillment of the delivery Services offered to you, you will not be eligible for any refunds.
- No replacement / refund or any other resolution will be provided without restaurant partner permission.
- You shall not be entitled to a refund in case instructions placed along with the Order are not followed in the form and manner you had intended. Instructions are followed by the restaurant partner on a best-efforts basis.
Customer Cancellation
Thooma reserves the right to charge you a cancellation fee for the orders constrained to be cancelled by Thooma for reasons not attributable to Thooma, including but not limited to:
- In the event if the address provided by you is either wrong or falls outside the delivery zone.
- Failure to contact you by phone, live chat communication system or email communication channel at the time of delivering the Order.
- Failure to deliver your Order due to lack of information, direction or authorization from you at the time of delivery; or
- Unavailability of all the items ordered by you at the time of booking the Order; or
- unavailability of all the items ordered by you at the time of booking the Order. However, in the unlikely event of an item on your order being unavailable, Thooma will contact you via email or on the phone number provided to Thooma 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 Full Refund to an amount up to 100% of the Order value.
- In case of cancellations for the reasons attributable to Thooma or the restaurant partner and/or retail store partner or delivery driver partner, Thooma shall not charge you any cancellation fee and will refund you full refund.
Cancellation Policy for restaurant partner
The Orders placed by the Customer using the Platform are non-cancellable and non-refundable except if refund is requested under the following conditions:
- If the Order could not be delivered within the stipulated maximum time of delivery i.e., 2 hours.
- If the restaurant partner and/or retail store partner cancels the Order due to reasons not attributable to Customer, including but not limited to the restaurant and/or retail store is closed, unavailability of items, cannot service online Orders at the moment, restaurant and/or retail store is overcrowded, etc.
- If Thooma cancels the Order due to reasons not attributable to Customer, including but not limited to unavailability of delivery drivers, etc.
- Thooma reserves the right to investigate the cancellation request of the Customer and determine if such cancelation request falls under the conditions mentioned above. If Thooma is satisfied that the request satisfies any of the aforesaid conditions, Thooma shall process the cancellation request and refund the Customer.
2 Refund Policy
Timeline: You may cancel your order before it gets prepared, but your eligibility for a refund depends on the status of the order as per the table below:
| Order Status | Refund |
| Restaurant has not confirmed order and a delivery driver has not been assigned (Order Placed) | Full Refund |
| Restaurant has confirmed order and a delivery driver has been assigned (Preparing Order) | No Refund |
You shall be entitled to a refund or replacement of an Order in the event packaging of an item in an Order or the complete Order, is either tampered or damaged and you refuse to accept at the time of delivery or pick-up/collection or dine-in.
You may be entitled to a refund up to 100% of the Order value if delivery driver partner fails to deliver the Order to you due to a cause attributable to Thooma, however such refunds will be assessed on a case-to-case basis by Thooma. Note: we do not penalize the delivery driver partners for delay, caused due to external factors such as rain, etc.
Our decision on refunds shall be final and binding.
- In case of payment at the time of delivery, you will not be required to pay for:
- Orders where packaging is either tampered or damaged at the time of delivery.
- Wrong order being delivered; or
Items missing from your Order at the time of delivery.
- The above three points will not apply if Platform is marked delivered.
When do I get my refund?
- Restaurant and/or retail store may accept or reject the transaction based on their Terms and Conditions. Once the restaurant partner and/or retail store partner processes the transaction, the amount will be immediately credited to your credit points into Thooma Account. You may use the points in future to order items.
- Please allow restaurant partner and/or retail store partner 3 to 7 working days to refund you the transaction. In the meantime, you can follow up with the restaurant partner and/or retail store partner constantly to process your refund.
- The Customer may be entitled to refund due to the aforesaid reasons up to 100% of the Order value depending upon the nature of issue. Thooma reserves the right to consider the cancellation and refund request and determine if such cancellation and refund request satisfy any of the aforesaid conditions, in which case Thooma shall process the cancellation request and refund to Customer.
