Refund and Cancellation Policy

1. Order Cancellation

1.1 Cancellation by User

• Before preparation starts: Full refund will be processed
• After preparation starts: Cancellation is not possible
• Cancellation requests must be made through the app or by contacting support immediately

1.2 Cancellation by Cafeteria

The cafeteria may cancel orders due to:

• Item unavailability
• Kitchen or technical issues
• Force majeure events

In case of cafeteria-initiated cancellation, a full refund will be processed automatically.

2. Refund Eligibility

Refunds are applicable in the following cases:

• Order cancellation before preparation – Full refund
• Cafeteria-initiated cancellation – Full refund
• Wrong order delivered – Full refund or replacement
• Quality issues – Partial or full refund after investigation
• Technical payment errors – Full refund

3. Non-Refundable Cases

Refunds will NOT be provided for:

• Orders not collected within the specified pickup window
• Change of mind after order preparation has started
• Incorrect orders due to user error
• Personal taste preferences (e.g., "I didn't like it")
• Promotional or discounted orders (unless defective)

4. Refund Process

1. Request: Submit refund request through the app or email us at yourtokenflow@gmail.com
2. Review: Our team will review your request within 24-48 hours
3. Decision: You will be notified of the refund decision via email
4. Processing: Approved refunds will be processed within 5-7 business days

5. Refund Methods

• Original payment method: Refunds are credited to the original payment method used
• Bank transfer: For cases where original method is unavailable

Note: Refund processing time may vary depending on your bank or payment provider. It may take 5-10 additional business days for the amount to reflect in your account.

6. Quality Complaints

If you receive an order with quality issues (e.g., incorrect preparation, spoiled food, foreign objects), please:

1. Report the issue immediately through the app
2. Provide photos as evidence (if applicable)
3. Our team will investigate and respond within 24 hours

7. Contact Us

For refund and cancellation queries, please contact us at:

• Email: yourtokenflow@gmail.com
• Phone: +91 9398735700