Refund Policy

1. Subscription Refunds

Free Trial Period

New vendors are eligible for a 7-day free trial. If you cancel during the trial period, no charges will apply and no refund is necessary.

Paid Subscription Refunds

• Within 7 days: Full refund if you haven't used premium features extensively
• 8-30 days: Pro-rated refund for remaining days in the billing period
• After 30 days: No refund available; subscription continues until end of period

Eligibility Criteria

Refunds are available if:

• Technical issues prevent you from using the platform
• Billing errors occur
• You cancel within the specified timeframes
• Platform downtime exceeds 24 hours in a month

Refunds are not available for:

• Change of mind after the trial period
• Failure to meet minimum order requirements
• Account suspension due to policy violations
• Unused subscription time after 30 days

2. Order Refunds

Customer Order Refunds

Order refunds are handled directly between customers and vendors. noshTio facilitates the refund process but does not control vendor refund policies. Common refund scenarios include:

• Order not delivered: Full refund within 24 hours
• Wrong order: Full refund or order correction
• Food quality issues: Full or partial refund based on severity
• Late delivery: Partial refund (10-20% of order value)
• Order cancellation: Full refund if cancelled before preparation

Vendor Responsibilities

Vendors are responsible for processing refunds promptly and maintaining clear refund policies. noshTio may intervene in cases of:

• Unreasonable vendor refund policies
• Failure to respond to refund requests within 48 hours
• Pattern of customer complaints regarding refunds

Payment Gateway Refunds

Refunds are processed through the original payment method. Processing times vary by payment method:

• Credit/Debit Cards: 3-5 business days
• UPI: Instant to 24 hours
• Net Banking: 2-3 business days
• Wallets: Instant to 24 hours

3. Refund Process

Initiating a Refund

1. Contact the vendor directly through the app or our support team
2. Provide order details and reason for refund
3. Submit any supporting evidence (photos, receipts, etc.)
4. Wait for vendor approval (typically within 24 hours)
5. Refund processed to original payment method

Refund Timelines

• Approval: Within 24-48 hours of request
• Processing: 1-3 business days
• Credit to account: 3-7 business days (varies by payment method)

Refund Tracking

You can track refund status through:

• Order history in the app
• Email notifications
• Support ticket updates
• Bank statement (for completed refunds)

4. Dispute Resolution

Escalation Process

If you're unsatisfied with a vendor's refund decision:

1. Contact noshTio support with your order details
2. Provide evidence supporting your refund request
3. Our team will review within 48 hours
4. Final decision communicated via email and app notification

Mediation

For disputes over ₹500, we offer free mediation services. Both parties must agree to participate. Our mediators are trained professionals who help reach fair resolutions.

Legal Recourse

If mediation fails, you may pursue legal action through Consumer Courts in India. We comply with all Consumer Protection Act requirements and maintain records for legal proceedings.

Chargeback Protection

For credit/debit card payments, you may initiate a chargeback through your bank if other resolution methods fail. We cooperate fully with legitimate chargeback requests.

5. Non-Refundable Items

The following are generally not eligible for refunds:

• Consumed or partially consumed orders
• Orders cancelled after food preparation has begun
• Subscription fees after 30 days
• Delivery charges for completed deliveries
• Service fees for processed orders
• Refunds requested after 7 days from delivery

6. Contact Information

For refund requests or questions about this policy:

For urgent refund issues, please call our support line during business hours (9 AM - 6 PM IST, Monday to Friday).