Refund & Cancellation Policy

1. Nature of Platform

TownTable is a technology platform that connects users with independent food vendors ("Merchants").

• TownTable does not prepare food
• TownTable does not handle delivery
• TownTable does not act as a payment intermediary or escrow agent

All food preparation and delivery responsibilities lie solely with the Merchant.

2. Order Confirmation & Payment

• Orders are initiated by the user and paid via UPI or supported payment methods.
• An order is considered "Placed" once payment is initiated.
• An order is considered "Confirmed" only when the Merchant verifies and accepts the order.

3. Cancellation Policy

3.1 By User

• Orders can be cancelled only before the Merchant begins preparation.
• Once the status changes to "Preparing", cancellation may not be possible.

3.2 By Merchant

A Merchant may cancel an order due to:

• Item unavailability
• Operational issues
• Payment not received or not verified

4. Refund Eligibility

Refunds are processed under the following cases:

Eligible for Refund (Food Amount Only)

• Order cancelled by Merchant
• Order not accepted or confirmed by Merchant
• Duplicate payment made
• Payment deducted but order not created

Not Eligible for Refund

• Platform fee (see Section 5)
• Orders cancelled after preparation begins
• Delay in delivery by Merchant
• Dissatisfaction with taste or quality of food
• Incorrect address or unavailability of user at delivery time

5. Platform Fee (Non-Refundable)

• TownTable charges a platform fee per order.
• This fee is strictly non-refundable under all circumstances, including:
  • Order cancellation
  • Payment failure
  • Merchant rejection

This fee is charged for providing access to the platform and facilitating order placement.

6. Refund Processing

• Eligible refunds will be processed to the original payment source.
• Refund timelines — UPI: typically within 3–7 business days.

TownTable is not responsible for delays caused by banks or payment providers.

7. Payment Disputes

If a user claims payment was made but not reflected:

• User must provide valid proof (transaction ID or screenshot).
• TownTable will coordinate with the Merchant for verification.

TownTable reserves the right to:

• Approve or reject refund claims after verification.
• Request additional details.

8. Failed or Incorrect Transactions

In case of:

• Payment failure but amount debited
• Duplicate transactions

Users must report within 48 hours of the transaction.

Failure to report within this time may result in non-resolution of claims.

9. Merchant Responsibility

Merchants are solely responsible for:

• Accepting or rejecting orders
• Preparing and delivering food

Any disputes related to:

• Food quality
• Portion size
• Delivery delays

must be resolved directly with the Merchant.

10. Fraud & Misuse

TownTable reserves the right to:

• Deny refunds in cases of suspected fraud or abuse
• Suspend accounts involved in repeated refund claims
• Take legal action if necessary

11. Limitation of Liability

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

• Indirect losses
• Loss of money due to user error
• Incorrect UPI transfers
• Merchant-related issues

12. Policy Updates

TownTable reserves the right to modify this Policy at any time. Continued use of the Platform implies acceptance of the updated Policy.

13. Contact

For refund-related queries:

Email: towntable.app@gmail.com