Food-order cancellation
You may request cancellation before the restaurant confirms or begins preparing the order. Once preparation has started, cancellation may not be possible because food is made for the specific order. We may cancel and refund an order when an item is unavailable, the address is outside the service area, payment is not verified, or fulfilment is not possible.
Quality, missing item or non-delivery
Report a missing item, wrong item, material quality concern or non-delivery promptly with the order reference and supporting details. After verification, we may provide replacement, partial refund, full refund or account credit, as appropriate and subject to applicable law.
Tiffin plans
A prepaid tiffin plan cancelled before its first scheduled meal is eligible for a full refund. After service has started, any approved refund is calculated on the unused prepaid portion after excluding meals already prepared, delivered or validly scheduled before the cancellation request. Promotional credits are not redeemable for cash.
Failed or duplicate payments
If money is debited but the order is not created, first check your order history and bank statement. Automatically reversed transactions usually return according to the bank or UPI provider's timeline. For a verified duplicate payment, we will initiate a refund for the duplicate amount.
Refund method and timeline
Approved online-payment refunds are initiated to the original payment method. After initiation, the amount commonly reflects within 5–7 working days, though the final credit time is controlled by the bank, card network, UPI provider or payment gateway. Cash-on-delivery refunds may be settled by bank transfer, UPI or another mutually agreed method after verification.
How to request
Contact us with the order reference, registered mobile number, reason and supporting photos where relevant. Do not share OTP, CVV, UPI PIN or passwords.
Dashboard complaint and refund review
A customer may raise an order-linked complaint from the dashboard and request an eligible refund. The restaurant may accept, reject or recommend a partial/full amount with a reason; this recommendation is not the final payment-gateway action. Rasoo.in administration reviews the order timeline, evidence, partner response, rider activity and payment record before the final decision.
Minimum refund request and payout adjustment
Where a monetary refund is selected, the minimum refund amount supported by the dashboard is ₹15 and the amount cannot exceed the paid order total. An approved refund attributable to a restaurant may be reflected as an adjustment in a later partner payout statement. A rejected complaint includes a recorded reason.
Refund destination
Depending on eligibility and customer consent, an approved amount may be returned to the original payment source, credited as a non-withdrawable Rasoo Wallet promotional balance, or processed manually. Gateway and bank processing timelines apply. Wallet credits cannot be withdrawn or transferred.