Menu99 Refund & Cancellation Policy
Last Updated: 27 October 2026 | Applicable across digital orders placed via menu99.in
1. Purpose & Scope
This Refund and Cancellation Policy outlines the transparent procedures governing order cancellations, transaction reversals, billing discrepancies, and refund disbursements across the Menu99 Platform.
Menu99 serves as a technology provider connecting food patrons with independent food stalls, carts, cafes, bakeries, and cloud kitchens (“Merchants”).
2. Customer-Initiated Cancellation Rules
Due to the perishable nature of freshly cooked food, beverages, and confectioneries, customer cancellation requests are treated under strict operational stages:
- Prior to Merchant Acceptance: Customers may cancel an unacknowledged order request directly within the ordering interface with zero cancellation penalty.
- Accepted but Before Preparation: If an order has been accepted but food preparation has not commenced, cancellation may be authorized subject to merchant confirmation.
- After Preparation has Commenced (Non-Cancellable): Once the kitchen has initiated cooking or food assembly, orders cannot be cancelled or refunded, as freshly cooked culinary items cannot be preserved or resold.
- Fulfilled / Handed Over Orders: Change-of-mind refunds are strictly not permissible post physical handover of food.
3. Merchant-Initiated Cancellations
In rare circumstances where an ingredient runs out (Item 86), technical counter issues arise, or the stall is oversubscribed, the merchant may decline or cancel an order. In such events:
- A 100% full refund of the deducted amount is automatically initiated to the customer's source account.
- In cases of partial inventory shortages, the customer will receive an immediate refund for the unfulfilled portion.
4. Reporting Order Discrepancies
If an order arrives incorrect, physically damaged, or missing designated items, customers must report the issue within our designated support window:
Customers must contact Menu99 Support or the Merchant within twenty-four (24) hours of the expected handover time with the Order Reference number and clear photographic evidence of the discrepancy.
5. Duplicate Debits & Gateway Timeouts
In the event of network connectivity interruptions where money is deducted from your bank/UPI account but an order token fails to generate:
- Payment networks typically execute an automated reversal back to your bank within 24 to 48 hours.
- If an amount is debited twice for a single order token, transmit your transaction references (UTR / RRN) to info@menu99.in for swift reconciliation.
- Security Reminder: Never share your secret UPI PIN, OTPs, or Netbanking passwords with any support personnel.
6. Refund Disbursement & Standard Banking Timeline
Refunds are processed to the original payment source within 9 to 12 business days.
Once an eligible refund is verified and authorized by our reconciliation desk, the credit is transmitted through banking settlement channels (UPI switch, NPCI, or card issuing bank). Depending on individual banking clearing cycles, the credited amount reflects in the customer's account within 9–12 business days.
7. In-Person Counter Cash Transactions
For orders paid physically in cash at a food stall, thela, or cafe counter, all cash reimbursements and receipt verifications must be handled directly with the merchant staff at the physical counter. Menu99 holds zero custodial access to counter cash registers.
8. Promotional Coupons & Platform Credits
Where an order placed with a promotional code or platform discount voucher is cancelled, only the actual net monetary consideration paid by the customer is eligible for refund. Promotional discounts carry zero cash redemption value.
9. How to Submit a Refund Claim
To register an authentic refund or cancellation query, provide your Order ID, outlet name, and payment UTR number to our support desk: