Refund Policy

01Purpose & Scope

This Refund Policy explains when you are entitled to a refund on RightPay Shop, how refunds are issued, and how long they take. It applies to shop orders, Satvik Bhog food orders, and home service bookings paid for through the Platform, and should be read together with the Return Policy, Cancellation Policy, Damage Protection Policy, Service Policy, and Cloud Kitchen Policy, which set out when a refund arises in each category. This policy sets out how that refund is paid.

Nothing in this policy limits your statutory rights under the Consumer Protection Act, 2019.

02When Refunds Are Issued

You are eligible for a refund of the relevant amount when:

• You cancel in time. An order or booking is cancelled within the free-cancellation window described in the Cancellation Policy.
• We cancel. We are unable to fulfil an order or booking (item out of stock, kitchen closed, no professional available, address unserviceable) — refunded in full, always.
• An approved return or replacement claim. A shop-order item is returned, or a claim for a damaged, defective, wrong, missing, or expired item is approved under the Return Policy or Damage Protection Policy.
• An approved food-order claim. A wrong, missing, undelivered, or quality-affected food item is verified under the Cloud Kitchen Policy.
• An approved service claim. A service was not performed, was materially deficient and not remedied by a free revisit, or was cancelled by the professional, under the Service Policy.
• A payment failed. Money was debited but no order was created (see Section “Failed & Duplicate Payments”).

Refunds may be issued in full or in part (for example, for the affected items only), and delivery or packaging charges are refunded whenever the issue is attributable to us. Promotional discounts and coupon values are not paid out in cash; where an order is partially refunded, discounts are apportioned pro-rata.

03How Refunds Are Paid

All refunds are processed as refund-to-source through our payment gateway partner (currently PhonePe); we cannot redirect a refund to a different account or pay it in cash. The timelines above start when we approve and initiate the refund — bank posting times are controlled by your bank and card network, not by us. You will see the refund status on the order details screen and receive a notification when it is initiated.

04Failed & Duplicate Payments

If the amount has not returned after 7 business days, contact us with the transaction reference (visible in your UPI/bank app) via in-app chat or support@rightpayshop.com, and we will follow up with the gateway on your behalf.

05How to Request a Refund

1. Open the order or booking in the app and tap Need Help? Chat with us, or email support@rightpayshop.com with your order ID.
2. Select the issue (wrong/missing/damaged item, cancellation, payment issue, service issue) and provide the details requested — for damage or wrong-item claims, clear photos of the item, packaging, and label.
3. We review the claim, and may arrange a pickup, replacement, revisit, or verification call where applicable.
4. Once approved, the refund is initiated to your original payment method and you are notified with a reference.

Claim windows: report food-order issues within 24 hours of delivery, shop-order issues within 48 hours of delivery, and service issues within 72 hours of the visit. Claims raised after these windows are reviewed at our discretion.

06What Is Not Refundable

• Orders cancelled after the free-cancellation window where preparation, packing, or dispatch has already begun (a partial fee may apply — see the Cancellation Policy);
• Perishable or prepared food that was delivered correctly, on time, and in good condition, but is no longer wanted (change of mind);
• Issues caused after delivery by improper storage or handling by the customer;
• Taste preferences on food orders where the item matches its menu description;
• R-Coins, Spin & Win rewards, and promotional credits — these have no cash value and are never paid out as money;
• Claims found to be false, exaggerated, or part of a pattern of refund abuse (which may also lead to account action under our Terms).

07Escalation

If you disagree with a refund decision, reply on the same support ticket asking for escalation, or write to our Grievance Officer (details in the Terms & Conditions). Escalations are acknowledged within 48 hours and resolved within 30 days. Your rights to approach consumer forums under the Consumer Protection Act, 2019 remain unaffected.