PezeA (a product of OmniFlare Nexus) – Cancellation & Refund Policy. Cancellation and Refund Policy
Effective Date: 01 Jun 2025
Scope
This policy governs cancellations, refunds, and related charges for all orders placed on the PezeA platform, including the PezeA app and website.
Definitions
Customer: The end user placing an order on PezeA.
Restaurant/Partner: The food service provider accepting and preparing the order.
Delivery Partner: The independent delivery personnel assigned to deliver the order.
Order Acceptance: When a restaurant confirms and begins preparation and/or a delivery partner is assigned.
Customer-Initiated Cancellations
3.1 Free-cancellation window
An order may be cancelled free of charge within 1 minute of placement or until Order Acceptance occurs, whichever is earlier.
3.2 After acceptance or assignment
If cancellation occurs after Order Acceptance or after a delivery partner is assigned, PezeA may levy a reasonable cancellation fee proportionate to preparation and logistics costs already incurred.
3.3 Repeated misuse
PezeA may limit refunds, apply higher cancellation fees, or suspend accounts for repeated last-minute cancellations or abusive behavior as determined by internal risk rules.
PezeA/Restaurant/Operational Cancellations
4.1 Non-chargeable cases
If an order is cancelled due to reasons attributable to PezeA, the restaurant, or an operational issue (including item unavailability, technical failure, inability to assign a delivery partner within a reasonable time, or significant delay beyond the promised delivery window), no cancellation fee will apply and a full refund will be initiated for prepaid orders.
4.2 Stock-outs or substitutions
If an item is unavailable, PezeA may contact the customer to offer substitutions, partial refunds, or full cancellation with refund. If the customer declines, a full refund will be issued for the affected item(s) or the entire order, as applicable.
Address, Contact, and Serviceability
5.1 Out-of-zone or incorrect address
If the provided address is outside the serviceable area or is incorrect, PezeA may cancel the order. A reasonable fee may apply if preparation or dispatch has started.
5.2 Inability to contact
If the delivery partner cannot reach the customer despite reasonable attempts (calls/messages) and a reasonable wait time at the location, the order may be cancelled. A reasonable fee may apply to cover costs already incurred.
Quality, Safety, and Partial Issues
6.1 Quality or safety concerns
For issues such as wrong items, missing items, tampering, spillage, or food not fit for consumption, PezeA will provide an appropriate remedy (refund, partial refund, redelivery, or credits) upon review and verification, which may include photographs, packaging, and delivery confirmation checks.
6.2 Partial fulfillment
If only part of the order is impacted, PezeA may issue an item-level refund or, if preferred and feasible, cancel and refund the full order.
Refunds and Timelines
7.1 Prepaid orders
Eligible refunds for prepaid orders will be processed to the original payment method within 3–7 business days after the cancellation or refund is approved. Processing times may vary by bank, card network, and payment method.
7.2 Cash on Delivery (COD)
If a cancellation fee applies to a COD order, PezeA may adjust via PezeA credits, collect on a future order, or use an alternative recovery method. If no fee applies, no payment will be collected.
7.3 Credits and vouchers
Promotional credits or vouchers used in an order may be restored in accordance with their original terms. Time-limited vouchers may not be reinstated if expired.
Fees and Transparency
8.1 Fee disclosure
Any applicable cancellation fee will be displayed in-app at the time of cancellation. Fees are designed to be fair, proportionate, and reflective of actual costs incurred.
8.2 No fees for platform-caused issues
Customers will not be charged for platform, restaurant, or delivery failures, including significant delays beyond the promised delivery window.
How to Cancel or Raise a Request
Use the in-app Help/Support to cancel eligible orders or raise refund/issue requests.
For order-quality issues, submit clear photos and a brief description within 24 hours of delivery to assist verification.
Exceptions
Force majeure or emergency situations (e.g., extreme weather, natural disasters, public safety restrictions) may lead to automatic cancellations with full refunds for prepaid orders.
PezeA may waive fees on a case-by-case basis in the interest of customer satisfaction and fairness.
Abuse and Account Action
Fraudulent claims, consistent misuse, or policy circumvention may result in denial of refunds, fee recovery, or account suspension/termination under PezeA’s terms.
Modifications
PezeA may modify this policy to reflect operational, legal, or regulatory changes. The version published in the app/website applies to new orders upon publication.
Contact
Email: support@pezea.store
Website: pezea.store
Instagram: @pezea.store
Phone/WhatsApp: +91 1169313268
