At Street Eats, we want every order to be a perfect experience. However, we understand that sometimes things go wrong. This Refund and Cancellation Policy clearly describes the situations where refunds are applicable, how to raise a refund request, and how long it takes to process.
1. Cancellation Policy
1.1 Cancellation Window
Orders placed on Street Eats can only be cancelled within 2 minutes of placing the order. This is because our vendor partners begin preparing your food almost immediately after an order is confirmed. To cancel within the window, use the "Cancel Order" option in the app on your active order screen.
1.2 After the 2-Minute Window
Once the 2-minute cancellation window has passed, orders cannot be cancelled. This policy exists to protect our vendors, who buy fresh ingredients and begin preparation as soon as an order is accepted. Refunds for late cancellation requests will not be processed.
1.3 Vendor-Initiated Cancellations
If a vendor is unable to fulfil your order (due to unavailability of ingredients or stall closure), Street Eats will automatically cancel your order and issue a full refund to your original payment method. You will be notified via app notification and SMS.
2. Refund Eligibility
2.1 Wrong Order Received
If you receive food items that are different from what you ordered, you are eligible for a full refund. To claim this refund, contact us within 30 minutes of delivery with a clear photo of the delivered items and your order ID.
2.2 Order Not Delivered
If your order is marked as delivered in the app but you have not received it, you are eligible for a full refund. Please contact us within 30 minutes of the marked delivery time. We will verify with the delivery rider and process your refund.
2.3 Missing Items
If one or more items from your order are missing from the delivery, you are eligible for a partial refund equal to the value of the missing items. Contact us with a photo of what was delivered and your order ID within 30 minutes of delivery.
2.4 Significantly Late Delivery
If your order is delivered more than 60 minutes after the estimated delivery time (excluding delays due to weather or force majeure), you may be eligible for a partial refund or discount voucher for your next order. Refund decisions for late delivery are made on a case-by-case basis by our support team.
2.5 Food Quality Issues
If the food delivered is clearly spoiled, contaminated, or inedible (supported by photographic evidence), you are eligible for a full refund. Street Eats reserves the right to investigate quality complaints before processing refunds for food quality issues.
3. Non-Refundable Situations
Refunds will NOT be issued in the following situations:
- You changed your mind after the 2-minute cancellation window
- You provided an incorrect delivery address and the rider could not locate you
- You were unavailable to receive the order and the rider waited more than 5 minutes
- The taste did not meet your personal preference (taste is subjective)
- Minor variations in portion size (exact portions vary by vendor)
- Refund request is raised more than 30 minutes after delivery
4. Cash on Delivery (COD) Orders
For orders paid by Cash on Delivery, direct cash refunds are not possible. In eligible refund situations for COD orders, we will offer:
- A replacement order from the same or equivalent vendor at no charge, or
- A credit voucher equal to the refund amount, applicable on your next Street Eats order
COD refund credit vouchers are valid for 30 days from the date of issue and cannot be transferred or combined with other offers.
5. How to Raise a Refund Request
To raise a refund request, please follow these steps:
- Contact us within 30 minutes of delivery via email at support@streeteats.in or through the in-app Help section
- Include your Order ID (found in your order history)
- Describe the issue clearly and attach a photo of the delivered items as evidence
- Our support team will review your request and respond within 24 hours
6. Refund Processing Timeline
Once your refund request is approved by our support team, the refund will be processed as follows:
- UPI / Net Banking / Debit Card: Refund processed within 5 to 7 business days
- Credit Card: Refund may take up to 7 to 10 business days depending on your bank
- COD Orders: Credit voucher issued within 24 hours of approval
Street Eats is not responsible for delays caused by your bank or payment gateway. If you do not receive your refund within the stated timeframe, please contact your bank first, then reach out to us if the issue persists.
7. Disputes
If you disagree with a refund decision made by Street Eats, you may escalate the matter by emailing support@streeteats.in with the subject line "Refund Dispute — [Order ID]". We will conduct a thorough review and provide a final decision within 3 business days.
8. Contact Us
For all refund and cancellation queries, please reach out to us:
- Email: support@streeteats.in
- Instagram: @streeteats.hld
- Operating Hours: Monday – Sunday, 5:00 PM to 9:00 PM
- Location: Haldwani, Uttarakhand, India
We aim to resolve all refund requests fairly and promptly. Your satisfaction is our priority.