Refund & Cancellation Policy

1. Order Cancellations

Once an order is confirmed, it cannot be cancelled except in the following cases:

• The Seller/Restaurant rejects your order.
• Force majeure events (e.g., natural disasters, government restrictions).
• Technical or operational issues on our platform.

2. Refund Eligibility

Refunds are applicable only under the following conditions:

• The order was paid online but not delivered.
• The item was damaged at the time of delivery.
• The wrong item was delivered.

3. Perishable Goods

• Food, groceries, and other perishable items are non-returnable and non-refundable once delivered.
• Refunds for perishable items will only be issued if the order was rejected or never delivered.

4. Refund Process & Timeline

• Refunds will be initiated to the original payment method used at the time of purchase.
• Processing timeline: 7–10 business days (subject to payment gateway and bank timelines).
• Delivery charges are non-refundable once the delivery process has started.

5. Cash on Delivery (COD) Orders

• COD is available only for select restaurant self-delivery orders.
• Since payment is made directly to the delivery partner, refunds are not applicable for COD orders.
• In case of disputes, Buyers must raise a complaint through the Sarwam support team.

6. How to Request a Refund

To request a refund, please contact our support team:

7. Dispute Resolution

• All refund-related disputes will first be handled through Sarwam in-app support.
• If unresolved, they may be escalated under our Terms & Conditions – Dispute Resolution policy.