Refund policy

PezeA Refund Policy
Effective Date: 01 Jun 2025
Contact: support@pezea.store | +91 1169313268 | pezea.store

Scope
This Refund Policy applies to orders placed on the PezeA app and website and should be read with the Shipping & Delivery Policy and the Cancellation & Refund Policy.
Eligibility for Refunds

Prepaid orders are eligible for refund when an order is cancelled per policy, cannot be serviced, or a verified service failure occurs.
Platform/restaurant-caused issues (e.g., item unavailable, inability to assign a delivery partner in reasonable time, or significant delay beyond the promised delivery window) qualify for a full refund.
Quality/safety issues (wrong or missing items, tampering, spillage, or food unfit for consumption) may qualify for refund, partial refund, or redelivery upon verification.

Cancellations after Order Acceptance (restaurant prep started and/or delivery partner assigned) may attract a cancellation fee and may not qualify for a full refund unless the issue is platform/restaurant-caused.
Unsuccessful delivery due to incorrect/out-of-zone address, restricted access, unreachable contact, or customer unavailability may be ineligible for refund once food is prepared/dispatched.

Full refund: For platform/restaurant-caused cancellations, verified ETA breaches beyond the promised window, or unserviceable orders.
Partial refund: For item-level issues or partial fulfillment when the remainder of the order is delivered satisfactorily.
Credits or redelivery: May be offered at PezeA’s discretion in lieu of or in addition to cash refunds where appropriate.

Approved refunds for prepaid orders are processed to the original payment method within 3–7 business days after approval (actual posting time depends on the bank/payment provider).
If refund to the original method is unavailable, PezeA may offer an alternate method (e.g., wallet credits) with user consent.
Refund initiation details (reference ID/status) will be shared in-app and/or via email/SMS.

Use the in-app Help/Support to raise a refund request; include order ID, a brief description, and clear photos for quality/safety issues within 24 hours of delivery.
Eligible automatic refunds are triggered for platform/restaurant-initiated cancellations and verified ETA breaches under policy rules.

PezeA may use restaurant confirmations, delivery partner logs (GPS/OTP/photo), and user-provided evidence to verify claims.
Instant cancellations confirmed before prep/dispatch may be fast-tracked for refund where systems show no resource utilization.

Force majeure (extreme weather, public safety restrictions, major disruptions): Orders may be cancelled; prepaid amounts are refunded in full if service cannot be completed.
Repeated abusive claims or misuse may lead to denial of refunds and account action under platform rules.

If a cancellation or unsuccessful delivery due to customer-side issues occurs after prep/dispatch, applicable fees may be adjusted via PezeA credits or recovered on a future order.
Where no fees apply, no collection is made.

Promotional vouchers/credits applied to refunded orders may be restored subject to their original terms; expired or single-use vouchers may not be reinstated.
Refunds do not include non-refundable fees or tips unless required by policy or law.

For refund status or escalation, reach PezeA Support via in-app Help or email support@pezea.store.
Provide the order ID, refund reference (if any), and a brief summary for faster resolution.

PezeA may modify this Refund Policy due to operational, legal, or regulatory updates. The version published in-app/website applies upon publication.