Return, Refund, Replacement and Cancellation Policy

Preamble & Scope of Policy

This Return, Refund, Replacement and Cancellation Policy (“Policy”) sets out the terms governing cancellations, returns, replacements, refunds, platform credits, failed deliveries, payment reversals, and customer protection processes for orders placed through the HinduSwad website located at https://hinduswad.com, the mobile application, and related digital services (“Platform”).

This Policy applies to food-ordering, delivery-enabled, payment-enabled, customer-support, and complaint-handling services operated by Hindu Swad Private Limited (“Company” or “HinduSwad”).

This Policy should be read in conjunction with our Terms and Conditions, Privacy Policy, Restaurant Partner agreements, and Seva Sarathi terms. In the event of any inconsistency, the terms specifically governing the transaction or grievance shall take precedence, subject to applicable Indian laws.

1. Definitions

• “Company”: Hindu Swad Private Limited.
• “HinduSwad”: The Company’s branded food-ordering and delivery-enabled digital platform operating under the tagline “Taste with Trust”.
• “Customer”: Any individual or lawful entity that browses, places an Order, makes payment, receives delivery, raises a complaint, or uses the Platform as a consumer.
• “Restaurant Partner”: Any restaurant, cloud kitchen, merchant, seller, or food business operator listed or enabled on HinduSwad.
• “Seva Sarathi”: The delivery personnel assigned through the Platform to undertake order pickup, transport, and doorstep handover.
• “Perishable Product”: Any prepared food, beverage, or temperature-sensitive edible item that may deteriorate in quality, hygiene, or safety with time or handling.
• “Cancellation”: The discontinuation of an Order prior to final completion, whether initiated by the Customer, Restaurant Partner, HinduSwad, or operational factors.
• “Replacement”: The re-preparation, re-dispatch, or substitute fulfilment of an Order in response to a verified complaint.
• “Refund”: Repayment of money to the Customer against an Order value, delivery charge, fee, or tax paid.
• “Refund Credit”: Store credit or wallet credit issued by HinduSwad for future orders on the Platform.
• “Eligible Complaint”: A grievance falling within recognised categories including wrong item, missing dish, spoiled food, tampered packaging, or confirmed non-delivery.
• “Failed Delivery”: Any delivery that could not be successfully handed over due to operational, address, communication, or safety barriers.

2. General Principles & Perishable Foods

2.1 Food items ordered on HinduSwad are prepared fresh upon order placement and are perishable in nature. Once delivered in sound condition, food items are not suitable for conventional returns or exchanges merely due to a change of mind, subjective taste preference, or accidental ordering after preparation has commenced.

2.2 However, customers are fully protected against legitimate grievances including incorrect dishes, missing items, damaged packaging, hygiene violations, defective food, or undelivered orders. Eligible complaints are investigated fairly on a case-by-case basis and resolved through prompt replacements, full refunds, partial refunds, or platform credits.

3. Customer Cancellation Before Restaurant Acceptance

3.1 A Customer may cancel an Order directly on the app or website before the Restaurant Partner accepts the ticket and confirms preparation.

3.2 Where cancellation occurs prior to restaurant acceptance, HinduSwad processes a 100% full refund of the total order value, including item prices, delivery charges, platform fees, and applicable taxes.

3.3 Approved pre-acceptance refunds are initiated within 48 hours to the original payment source. If the payment was authorised but not yet captured, the bank hold is automatically released in accordance with the bank's processing cycle.

4. Customer Cancellation After Restaurant Acceptance

4.1 Once an Order has been accepted by the Restaurant Partner, ingredients are allocated and preparation begins. Consequently, cancellation rights are subject to stage-based principles:

• After Acceptance but Before Food Preparation Begins: Cancellation may be permitted subject to a nominal kitchen processing fee where applicable.
• After Food Preparation Begins: Cancellation is restricted to prevent food wastage, and a cancellation fee up to the full order value may apply.
• After Order is Packed: Cancellation cannot be accepted except in verified exceptional emergencies.
• After Seva Sarathi Pickup & Dispatch: Once the rider departs the restaurant with the order, cancellations are strictly unavailable.
• Refusal at Doorstep: Refusal to accept delivery without a valid, documented quality issue is treated as a failed delivery without refund eligibility.

5. Cancellation by Restaurant Partner

5.1 A Restaurant Partner may cancel an Order due to unexpected kitchen stock exhaustion, equipment malfunction, excessive order load, or temporary closure.

5.2 Whenever an order is cancelled by the restaurant or due to a kitchen-side constraint, the customer will receive an immediate 100% full refund with zero deductions, along with option to re-order from alternative partner kitchens.

6. Cancellation by HinduSwad Platform

6.1 HinduSwad may cancel an Order in whole or in part due to payment gateway communication failure, suspected fraudulent activity, duplicate orders, unserviceable delivery locations, extreme weather disruptions, or safety risks.

6.2 If payment has been successfully debited for an order cancelled by the Platform, a full refund will be automatically triggered within 48 hours.

7. Cancellations Relating to Seva Sarathis & Failed Deliveries

7.1 If delivery cannot be completed due to rider transit breakdown, severe road obstruction, or platform logistics failure, the Customer is eligible for an express re-dispatch or a 100% full refund.

7.2 If delivery fails because the Customer provided an incorrect address, wrong phone number, unreachable contact details, or was unresponsive for more than 10 minutes upon arrival, refund eligibility may be denied due to the loss of perishable food.

8. Return Policy for Food Orders

8.1 Given the perishable nature of freshly cooked food and strict FSSAI hygiene standards, physical returns of consumed food cannot be accepted.

8.2 However, where an order arrives spoiled, tampered with, leaked, or wrong, customers are requested to:

• Retain the original packaging, containers, and invoice tags.
• Take clear photographs or a short video showing the seal condition or affected food.
• Do not consume food suspected of contamination, foreign object inclusion, or spoilage.
• Submit the complaint via the HinduSwad app within 24 hours of delivery.

9. Eligible Refund & Replacement Matrix

The table below outlines our resolution framework for verified customer complaints:

10. Refund Methods & Timelines

10.1 Once an eligible refund is approved by our support desk, HinduSwad initiates the transfer within 48 hours.

10.2 Crediting timelines depend on your original payment method:

• HinduSwad Platform Credits: Instant (within 5 minutes) • Valid for 90 days from issuance.
• UPI (Google Pay, PhonePe, Paytm, BHIM): 15 minutes to 24 hours.
• Credit / Debit Cards (Visa, Mastercard, RuPay): 3 to 5 business days.
• Net Banking: 3 to 7 business days.
• Cash on Delivery (COD) Orders: Refunded via direct UPI transfer to customer's verified VPA or as HinduSwad Platform Credits.

11. Razorpay and Payment Gateway Provisions

11.1 Online digital payments are processed through Razorpay and certified banking intermediaries.

11.2 In cases of gateway timeouts where your bank account was debited without order confirmation, Razorpay’s automated reconciliation system reverses unsettled amounts within 24 to 48 hours.

11.3 HinduSwad never asks for card PINs, CVV codes, UPI PINs, or net banking passwords. Do not share payment security credentials with anyone claiming to represent HinduSwad.

12. Refund Exclusions and Limitations

Refunds, returns, or replacements may be denied or modified under the following circumstances:

• Customer changes their mind after the kitchen has started food preparation.
• Incorrect address, wrong landmark, or unreachable contact number provided by Customer.
• Customer is unavailable or unresponsive for more than 10 minutes at the delivery location.
• Customer refuses to accept delivery without documenting a valid quality defect.
• Food is substantially consumed before raising a complaint regarding quality.
• Complaints based purely on subjective personal taste preferences.
• Minor variations in natural spice levels, garnish, or texture that do not compromise food safety.
• Repeated unsupported, fabricated, or abusive claims.

13. How to File a Complaint or Refund Claim

To report an order issue, please follow these simple steps:

14. Investigation and Verification Procedures

HinduSwad verifies complaints in good faith by examining digital order tickets, kitchen handover timestamps, rider delivery GPS logs, photograph evidence, and communication records before issuing remedies.

15. Restaurant Partner Responsibilities

Restaurant Partners are solely responsible for menu accuracy, ingredient freshness, portion sizes, hygienic tamper-evident packaging, and food-safety compliance under FSSAI regulations.

16. Seva Sarathi Responsibilities

Seva Sarathis must handle order containers with care, maintain package seals intact, adhere to safe road transit practices, respect customer privacy, and promptly report transit spills or address difficulties.

17. Fraud, Abuse, and Misuse Policy

HinduSwad maintains automated safeguards to detect fraudulent refund claims, multiple dummy accounts, chargeback exploitation, and fake evidence. Users found engaging in abusive practices may face immediate account deactivation and recovery of disputed amounts.

18. Force Majeure and Exceptional Events

In the event of severe natural disasters, floods, curfews, road closures, or telecommunication breakdowns, delivery operations may be temporarily suspended, and affected orders will receive full refunds or rescheduling options.

19. Consumer Rights and Legal Remedies

Nothing in this Policy excludes or limits non-waivable statutory rights available to consumers under the Consumer Protection Act, 2019 or the Consumer Protection (E-Commerce) Rules, 2020.

20. Grievance Redressal Officer

For unresolved complaints or formal escalation under Indian statutory requirements, please contact: