Information · efoodcare
Refund Policy
Effective: 06 June 2026
efoodcare is a fresh-food meal-subscription and restaurant ordering service. Because our thalis are prepared on-demand using perishable ingredients (no frozen / pre-made gravy), refunds follow a meal-by-meal model rather than a blanket one. This policy covers the 30-day Meal Pass, à-la-carte restaurant orders, and wall-kiosk walk-in orders.
1. 30-day Meal Pass — paused day refunds
Your e-Meal Pass works on a 'pay-for-what-you-eat' wallet model. Days you don't check in via the QR are automatically PAUSED — the wallet retains that day's value and your subscription end-date is extended by one day. No manual refund is needed; the system handles it nightly at 11:30 PM. Net effect: you pay only for the meals you actually eat, up to your subscription limit.
2. Cancelling an active subscription
You can cancel any time from Profile → Subscription → Cancel. We refund: (a) full pro-rata of unused meals × the day-rate of your tier, MINUS (b) a flat ₹100 administrative fee, MINUS (c) any unsettled wallet debits. The refund hits your original payment method within 5-7 business days via Razorpay. Cancellations after Day 25 of a 30-day cycle don't qualify for the pro-rata refund (administrative cut-off).
3. Quality complaints — same-meal credit
If a delivered tiffin or dining-in thali is below standard (cold, missing items, contaminated, off-taste), raise a complaint via Profile → Orders → Report Issue WITHIN 60 minutes of receiving / scanning in. If our kitchen verifies the complaint (photo + reason required), we credit your wallet with the FULL value of that meal — usable from the very next meal. We may also re-deliver the meal at no charge if the kitchen is still open.
4. Restaurant à-la-carte orders
Cancellable BEFORE the kitchen has started cooking — usually within 90 seconds of placing the order. Use 'Cancel order' on the Track Order screen. Full refund to original payment method in 3-5 business days. Once cooking has started, the order is non-cancellable, but quality complaints (#3) still apply.
5. Wall-kiosk / counter walk-in orders
Wall-kiosk orders are immediate and non-refundable once the kitchen receives the order ticket (≈10 seconds after Place Order). Cash + UPI mix payments: cash is refundable at the counter only if the order has NOT been printed to the kitchen; UPI portions follow the standard 5-7 day reversal.
6. Failed payments / double charges
If you were charged but the subscription / order didn't activate, contact us immediately at support@efoodcare.in or +91 91755 60211 with the Razorpay / Paytm txn-ID. We escalate to the gateway within 24 hours; reversals typically land in 3-5 business days.
7. Refunds during force-majeure (kitchen down)
If our kitchen is closed for reasons beyond our control (power outage, FSSAI inspection, force majeure) and we can't deliver a paid meal, we automatically extend your subscription end-date by ONE day per unfulfilled meal — no need to claim. For long disruptions (>3 days), a full pro-rata refund is initiated automatically.
8. How to claim a refund
Always log in first. Then Profile → Refund Request → pick the order → describe the issue → attach photo if applicable → submit. You get a ticket number within 30 seconds. We respond within 24 hours, and resolve within 72 hours.
9. Wallet credit vs payment-method refund
Wallet credit (instant): same-meal complaints, paused days. Payment-method refund (5-7 days): cancelled subscriptions, double charges, kitchen-down force majeure. You can convert wallet credit to payment-method refund any time before subscription ends (₹100 fee applies).
Contact
Grievance officer: Rushikesh Anil Tamhane, support@efoodcare.in, +91 91755 60211. Mon-Sun, 10 AM - 10 PM. Tickets raised in-app via Profile → Help are tracked end-to-end with timestamps.