Refund Policy

This Refund, Cancellation & Dispute Policy (“Policy”) governs refunds, cancellations, and order-related disputes for orders placed through the CAPS platform, including the CAPS mobile applications, website, and related services (collectively referred to as the “Platform”).

By placing an order through CAPS, the user (“Customer”) agrees to the terms outlined in this Policy.

1. Role of CAPS

CAPS operates as a technology platform that connects Customers, Restaurant Partners, and Delivery Partners. CAPS itself does not prepare food and does not control restaurant operations.

All food items are prepared and packaged by independent Restaurant Partners, and delivery may be facilitated by independent Delivery Partners.

CAPS facilitates order placement, payment processing, and coordination between parties.

2. Order Cancellation

2.1 Cancellation by Customer

Customers may cancel an order only before the restaurant partner accepts the order.

If the order is cancelled before restaurant acceptance:

• The customer will receive a full refund of the paid amount.

Once the restaurant partner accepts the order and begins preparation, cancellation requests may not be permitted, as the restaurant has already started preparing the food.

CAPS reserves the right to deny cancellation requests after order acceptance.

2.2 Cancellation by Restaurant Partner

In cases where the restaurant partner cancels the order due to:

• Item unavailability
• Operational issues
• Store closure
• Capacity limitations

The customer will receive a full refund of the order amount paid.

2.3 Cancellation by CAPS

CAPS may cancel an order due to:

• Delivery partner unavailability
• Technical or operational issues
• Suspected fraudulent activity
• Safety concerns
• Platform errors

In such cases, the customer will receive a refund of the amount paid, unless the cancellation is caused by customer-provided incorrect information.

3. Refund Eligibility

Refunds may be considered in the following circumstances:

3.1 Order Not Delivered

If the order is confirmed but not delivered to the customer, CAPS may issue a full refund after investigation.

3.2 Missing Items

If items are missing from the delivered order, CAPS may issue a partial refund corresponding to the missing items, subject to verification.

3.3 Incorrect Order

If the order delivered is significantly different from what was ordered, CAPS may provide partial or full refunds depending on the severity of the issue.

3.4 Payment Deducted but Order Not Created

If payment is deducted but the order is not successfully created on the Platform, the amount will be automatically reversed by the payment gateway or refunded by CAPS.

4. Non-Refundable Situations

Refund requests may not be accepted in the following situations:

• Order delivered successfully as placed
• Customer dissatisfaction related to taste preference
• Minor variations in food preparation
• Issues caused by incorrect address or instructions
• Customer unavailable at delivery location
• Delays caused by external conditions such as traffic, weather, or local restrictions
• Complaints raised after a significant delay from delivery

CAPS reserves the sole right to determine refund eligibility.

5. Investigation and Verification

CAPS may request supporting information when evaluating refund requests, including:

• Photos of received items
• Order details
• Delivery confirmation
• Communication records

CAPS may conduct internal reviews involving the restaurant partner, delivery partner, and platform data before issuing refunds.

CAPS’ decision following such investigation shall be final and binding.

6. Refund Processing

Approved refunds will be processed to the original payment method used for the order, unless otherwise determined by CAPS.

Typical refund timelines:

• UPI / Wallet: 1–3 business days
• Credit / Debit Card: 3–7 business days
• Net Banking: 3–7 business days

Actual timelines depend on the customer’s bank or payment provider.

CAPS may alternatively issue CAPS Credits, which can be used for future orders.

7. Refund Abuse Prevention

To ensure fair platform usage, CAPS monitors refund behavior.

If CAPS detects:

• Excessive refund requests
• Repeated complaints inconsistent with delivery records
• Suspected fraudulent activity
• Abuse of refund policies

CAPS reserves the right to:

• Deny refund requests
• Limit refund eligibility
• Temporarily suspend accounts
• Permanently disable accounts

CAPS may take such actions without prior notice.

8. Delivery Charges, CAPS Fee & Other Platform Fees

In certain cases where refunds are approved:

• Food item value may be refunded
• Delivery charges, CAPS Fee, taxes, or other service charges may not be refundable, depending on the circumstances of the dispute.

Refund decisions will be made case-by-case.

9. Limitation of Liability

To the maximum extent permitted by applicable law, CAPS shall not be liable for:

• Food quality issues arising from restaurant preparation
• Packaging failures by restaurant partners
• Delays caused by traffic, weather, or external circumstances
• Customer-provided incorrect delivery information

CAPS’ total liability in any dispute shall not exceed the value of the order placed on the platform.

10. Policy Modifications

CAPS reserves the right to modify or update this Policy at any time. Updated policies will be published on the CAPS Platform and will become effective immediately upon publication.

Continued use of the Platform constitutes acceptance of the updated Policy.

11. Customer Support

For refund requests or order disputes, customers may contact CAPS Support through:

• In-App Customer Support
• Email: support@capsdelivery.com

CAPS aims to respond to most requests within 24 hours.