Legal
Refund & Cancellation Policy
Last updated: July 2026 · Effective: July 2026
ServeQ processes refunds automatically via the payment gateway. Refunds are initiated instantly upon cancellation and typically credited within 5–7 business days depending on your bank or payment provider.
Cancellation Scenarios
Item unavailable / cancelled by staff
Full Refund
If theatre staff cancels your entire order (e.g. kitchen is closed, item unavailable), you will receive a full refund of the amount paid to your original payment method.
Partial item cancellation by staff
Partial Refund
If specific items in your order are cancelled by staff (e.g. one item is unavailable), you will receive a refund for only the cancelled items. The remaining items will be prepared and delivered as normal.
Order already being prepared
No Refund
Once your order status changes to "Preparing", cancellation may not be possible as food preparation has already begun. Please contact theatre staff directly at the venue for assistance.
Payment failed but amount deducted
Full Refund
If your payment was deducted but the order was not confirmed due to a technical failure, the amount will be automatically refunded to your original payment method within 5–7 business days.
Refund Processing Time
- UPI payments: Typically 1–3 business days
- Debit/Credit cards: 5–7 business days
- Net Banking: 5–7 business days
- Wallets: 1–3 business days
Refunds are initiated by ServeQ immediately upon cancellation. The actual credit timeline depends on your bank or payment provider and is outside ServeQ's control.
How Refunds Are Processed
All refunds are processed through the same payment gateway used for the original transaction (Razorpay or Paytm). The refund amount will be credited to the same payment method used at the time of purchase — UPI ID, card, or bank account.
ServeQ does not issue refunds via cash, cheque, or any alternative payment method.
Non-Refundable Situations
- Orders successfully delivered to your seat
- Orders where food quality complaints were raised after consumption — please approach theatre management directly
- Orders cancelled after preparation has begun (at the theatre's discretion)
- Convenience fees or platform charges, if any
Dispute Resolution
If you believe a refund was not processed correctly or have any dispute regarding your order or payment, please contact us:
Please include your order number and the mobile number used to place the order. We will respond within 5 business days and work to resolve your concern promptly.
Theatre Responsibility
ServeQ is a technology platform. Food preparation, quality, and delivery is the responsibility of the participating theatre. For complaints related to food quality or delivery (not payment), please speak to theatre management directly at the venue. ServeQ can assist in escalating such issues but the final resolution lies with the theatre.