This Refund and Cancellation Policy (“Policy”) is issued by ResQBox Food India Private Limited (CIN: U63120TS2026FTC214890) (“ResQBox”, “we”, “us”, or “our”), an Indian private limited company operating the ResQBox Food platform (“Platform”). This Policy outlines the conditions under which Consumers and Vendors may cancel orders and request refunds, and the procedures ResQBox follows in handling such requests. This Policy is framed with reference to the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020.
1. Scope
1.1 This Policy applies to all orders placed through the Platform by Consumers and fulfilled by registered Vendors.
1.2 By using the Platform, you agree to the terms of this Policy in conjunction with the applicable Consumer and Vendor Terms and Conditions.
2. Consumer Cancellations
2.1 Consumers may cancel an order prior to Vendor acceptance.
2.2 Once an order is accepted by the Vendor, cancellation is not guaranteed and may be subject to Vendor approval.
2.3 ResQBox may approve a refund if:
- The food provided differs materially from the disclosed listing (e.g., a vegetarian box listed but only non-vegetarian available, fewer items than the disclosed box composition, or contents materially below the disclosed minimum retail value);
- The Vendor fails to provide the order within the designated pickup window;
- The food is deemed unsafe or unfit for consumption;
- The Vendor cancels the order without sufficient notice.
2.4 Cancellation requests must be submitted through the Platform prior to the scheduled pickup time.
3. Vendor Cancellations
3.1 Vendors may cancel an order at least one (1) hour prior to the scheduled pickup time unless the Consumer has confirmed collection.
3.2 Late cancellations may result in penalties, account review, or suspension under the Vendor Terms and Conditions.
3.3 Vendors must update the order status in the Platform to reflect cancellation and provide a reason where applicable.
4. No-Show Handling
4.1 If a Consumer fails to collect an order within the designated pickup window, the Vendor must mark the order as “Not Collected.”
4.2 Consumers are not entitled to a refund for missed pickups unless:
- The Vendor failed to make the order available;
- The Consumer raises a valid dispute through the Platform.
4.3 Vendors may, at their discretion, offer the same order on a later date without additional charge if the Consumer submits a request through ResQBox Food.
5. Refunds
5.1 Refunds are issued at the sole discretion of ResQBox.
5.2 Refunds will not be granted for:
- Change of mind;
- Late arrival by the Consumer;
- Disputes not raised through the Platform.
5.3 Approved refunds will be processed via our payment processor to the original payment method within a reasonable timeframe. Please note that bank processing times may vary.
5.4 Vendors will not receive payment for refunded orders. ResQBox will notify the Vendor of any refund decisions and provide relevant details.
5.5 Nothing in this Policy limits any rights a Consumer has under the Consumer Protection Act, 2019 that cannot lawfully be excluded or modified.
6. Dispute Resolution
6.1 Consumers may raise complaints or disputes through the Platform's support channels or with our Grievance Officer (refer to Clause 8).
6.2 ResQBox will investigate the matter and may contact the Vendor for clarification.
6.3 Both parties agree to cooperate in good faith to resolve disputes promptly.
6.4 ResQBox's decision regarding refunds and cancellations is final within the Platform's internal process. This does not limit a Consumer's right to approach the consumer dispute redressal commissions established under the Consumer Protection Act, 2019.
7. Amendments
7.1 ResQBox may amend this Policy at any time.
7.2 Material changes will be communicated via the Platform.
7.3 Continued use of the Platform following any amendments constitutes acceptance of the revised Policy.
8. Grievance Officer and Contact Information
Grievance Officer
In accordance with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and the Consumer Protection (E-Commerce) Rules, 2020, our Grievance Officer is:
[Grievance Officer name]
ResQBox Food India Private Limited
Email: team@nousattva.com
We will acknowledge your complaint within 48 hours and resolve it within one (1) month of receipt.
Questions about this Policy?
ResQBox Food India Private Limited
CIN: U63120TS2026FTC214890
Email: team@nousattva.com