Refund & Cancellation Policy
Unused wallet money
You can request withdrawal of unused customer-paid wallet money through support@zomeal.in or +91 6370648872. Provide your registered phone number and the amount requested. We will verify ownership and reconcile pending meal charges, then return the refundable unused amount within 3–7 working days of receiving a complete request. Working days exclude weekends and bank holidays. We will explain any missing information or delay and provide a payment reference.
Where refunds go
Refunds are returned to the original payment method where supported, or another verified account belonging to you where necessary. You will not be forced to accept wallet credit instead of a monetary refund due to you. Promotional or referral entries are identified separately from money you paid; contact support for their applicable campaign treatment. Do not share a UPI PIN or OTP to receive a refund.
Missed, wrong or unsafe meals
You will not have to pay for a missed delivery, wrong food or a substantiated food-safety or service failure affecting your meal. An incorrect debit will be reversed or refunded. For a missing part of a meal, support will assess the affected value; broader remedies remain available when the whole meal is unusable. Provider delivery responsibility does not prevent you from raising the issue with Zomeal.
How to report a problem
Contact support with the order or meal date, lunch/dinner slot, provider and a description. Photos may help if available but are not an automatic condition for a valid complaint. Report problems promptly so we can investigate; this is not a waiver of statutory rights. Do not consume food you suspect is unsafe, and seek medical assistance when needed.
Meal cancellations and pauses
Cancel or pause in the app before the cutoff displayed for that meal. Eligible cancelled meals are not charged. After-cutoff change-of-mind requests may be limited once preparation begins, but missed delivery, wrong food and safety complaints remain eligible for assessment. Check the confirmation and updated schedule.
Failed or duplicate payments
A failed or pending payment must not be treated as successful solely because checkout closed. If money was debited without the corresponding credit, or charged twice, send the payment reference to support. We will reconcile with the payment provider and arrange reversal of amounts due. Do not repeatedly retry an uncertain payment.
Escalation
The Zomeal Grievance Team acknowledges complaints within 48 hours and aims to resolve them within one month. The 3–7 working-day unused-wallet refund commitment above still applies. This policy does not limit compensation or other remedies under applicable law.