Refund & Cancellation Policy

• You can cancel an order yourself from its tracking page until the restaurant starts preparing it.
• Once preparation has started, cancelling is up to the restaurant. Please contact the restaurant directly; its phone number is on its Palateflow page.
• A restaurant may cancel an order, for example if an item has run out or it can't deliver to your address. You'll see this on the tracking page.

• If an order you paid for online is cancelled, by you or by the restaurant, you get a full refund of the amount you paid online.
• If something is wrong with your order, such as a missing or wrong item or a quality problem, tell the restaurant as soon as possible. The restaurant sells the food, so it decides on a refund, a replacement or another remedy.
• If you paid online and the restaurant doesn't respond, or you can't agree, email support@palateflow.com with your order number. We'll look into it with the restaurant and help reach a fair outcome.
• Orders paid at the counter are refunded by the restaurant directly.

Refunds for online payments are recorded as refund due and sent back to your original payment method (UPI, card, net banking or wallet) through Razorpay.

Once a refund has been processed, it usually reaches your account within 5–7 working days, depending on your bank or card issuer. If it hasn't arrived after that, email support@palateflow.com with your order number.

• Gold doesn't renew automatically, so there is nothing to cancel for future periods. Your membership simply ends when the period you paid for ends.
• If you change your mind, you can get a full refund within 7 days of buying Gold, as long as you haven't used any Gold perk yet. Contact support at support@palateflow.com with the phone number linked to your account.
• After 7 days, or once you have used a perk, Gold is not refundable. Your membership stays active with all its perks until the end of the period you paid for.
• If you were charged twice or by mistake, contact support and we'll refund the extra charge.

Gift cards are non-refundable once they are credited to the recipient's wallet, except where the law requires a refund.

If you were charged but the gift card was not credited, or you were charged twice, email support@palateflow.com and we'll credit the gift card or refund the payment.

• Points spent in the rewards store can't be refunded as cash.
• If a reward order is cancelled before it is dispatched, the points are returned to your account.
• If a physical gift arrives damaged or isn't what you ordered, email support@palateflow.com with your reward order number and photos, and we'll help put it right.

• You can cancel by not paying for the next period, or by emailing billing@palateflow.com. Your account stays active until the end of the period you have already paid for.
• Subscription fees are not refundable once a billing period has started, including for unused time on a yearly plan.
• If you were charged by mistake or twice, or Palateflow was unavailable for a significant part of your billing period because of a fault on our side, email billing@palateflow.com within 7 days of the charge or the outage. We'll review it for a full or partial refund or credit.
• Approved subscription refunds go back to the original payment method and usually arrive within 5–7 working days of being processed.

• Diners (orders, Gold, gift cards and rewards): support@palateflow.com
• Restaurants (subscriptions and billing): billing@palateflow.com
• If you're not satisfied with how your request was handled: grievance@palateflow.com

Please include your order number, phone number or restaurant name so we can find your details quickly.