Refund & Cancellation Policy
Two different things are covered here: refunds for orders you placed with a business, and refunds and cancellation for an OrderVora subscription.
This Policy is part of the OrderVora Terms of Service. It covers two separate situations, and which one applies determines who decides and who returns the money.
Part A — Customer order refunds. You ordered food or goods from a business through a storefront powered by OrderVora. That business is the seller. It decides refunds, and the refund comes back through its own payment provider.
Part B — OrderVora merchant subscriptions. A business pays OrderVora for a plan. There OrderVora is the seller, and this Policy governs what we do.
Nothing in this Policy limits any right you have under applicable law that cannot be limited by agreement, including mandatory consumer-protection rights.
1. Part A — Customer order refunds: who decides
The business you ordered from — the Merchant — is the seller of the products in your order and is responsible for that order. The Merchant determines whether an order can be refunded or cancelled, in whole or in part, subject to applicable law and to its own posted policy.
OrderVora provides the software the Merchant uses to issue a refund through its own payment provider. OrderVora is not the seller, does not receive or hold your order payment, does not decide whether a refund is due, cannot override a Merchant's decision, and does not fund order refunds. Because the Merchant's own payment provider processed your payment, the refund is returned from the Merchant's account.
So: for anything about an order, contact the Merchant first, using the phone number, email, or contact details shown on your order confirmation or on the storefront.
2. Cancelling an order
Whether an order can be cancelled depends on how far along it is, and each Merchant sets its own rule. As a general matter:
- before the Merchant has accepted the order, cancellation is usually straightforward
- once preparation has started, a Merchant may decline to cancel, or may offer only a partial refund, because food and made-to-order items generally cannot be resold — this is normal and lawful for prepared food
- for a scheduled or future-dated order, a Merchant may allow cancellation up to a cut-off time it sets
- a Merchant may cancel an order itself — for example if an item is out of stock, the store cannot fulfill it, the store has closed, an address is outside the delivery area, or the order appears fraudulent — and where you were charged for an order the Merchant cancels, the Merchant should refund it
- for age-restricted products, a Merchant may cancel or refuse an order, or refuse handover, if age or identity cannot be confirmed as its legal obligations require
3. Full and partial refunds
A Merchant may issue a full refund of the order, or a partial refund covering specific items or an amount it considers appropriate — for example when one item was missing or wrong but the rest of the order was fine. A refund may or may not include delivery fees, service fees, taxes, or a tip, depending on the Merchant's decision and applicable law.
A refund cannot exceed the amount actually captured for the order, and the total of all refunds on an order cannot exceed what was paid.
4. Missing, incorrect, or unsatisfactory orders
If your order arrives incomplete, incorrect, or not as described, contact the Merchant promptly and, where you can, keep the item and any packaging until the issue is resolved. Tell the Merchant what was wrong and what you would like — a refund, a partial refund, a replacement, or a credit. Merchants generally resolve these directly and quickly.
Quality complaints, including about taste, temperature, preparation, or presentation, are for the Merchant. OrderVora does not prepare, inspect, or assess any product and is not in a position to judge such a complaint.
Where an AI-generated or AI-assisted product image differed from the item you received, that is a matter for the Merchant, which is responsible for the content it publishes. See the AI & Generated Content Policy — generated images are illustrations and may not represent the actual product exactly.
5. Failed or unsuccessful delivery
Where a Merchant operates its own delivery, the Merchant is responsible for the delivery and for the outcome of a failed one. Where an order is handed to a third-party delivery service, that service's own terms also apply.
A Merchant may decline a refund where a delivery failed for a reason attributable to the customer — for example an incorrect or incomplete address, no answer at the address, an inaccessible location, or nobody present who could accept an order requiring identification. Otherwise, contact the Merchant to resolve a delivery that did not arrive.
6. How and when an order refund reaches you
An approved refund is returned to the original payment method through the payment provider that processed the charge. A refund cannot normally be sent to a different card or account. A cash payment is refunded by the Merchant directly.
Timing is not controlled by OrderVora or, for the most part, by the Merchant. Once the Merchant issues the refund, the funds pass through its payment provider, the acquiring bank, and the card network before your own bank or card issuer posts them to your account. Each step takes its own time, and posting times vary by institution and by card. It commonly takes several business days and can take longer.
For that reason we do not and cannot guarantee that a refund will appear by a particular time. If a refund has not appeared after a reasonable period, ask the Merchant to confirm it was issued and to give you the refund reference, then check with your bank or card issuer.
If a pending authorisation was never captured, it is not a refund — the hold simply expires and is released by your bank on its own schedule.
7. Chargebacks
You may have the right to dispute a charge with your bank or card issuer. A chargeback is handled under card-network rules between you, your issuer, the Merchant, and the Merchant's payment provider. OrderVora is not a party to it and cannot decide, expedite, or reverse it.
Please try the Merchant first. A chargeback is slower than a refund the Merchant can issue directly, and most order problems are resolved faster by contacting the store.
8. If you cannot reach the Merchant
If you have tried to contact the Merchant using the details on your order and have not been able to reach it, contact us at hello@ordervora.com with your order details. We will try to help you make contact and can pass the issue to the Merchant.
To be clear about what we can and cannot do: we can help you reach the Merchant and flag the problem, and we act on serious or repeated problems with a Merchant's conduct on the platform. We cannot issue, authorise, or fund a refund of an order payment we never received, and we cannot compel a Merchant's decision.
9. Part B — OrderVora merchant subscriptions
This Part applies to a Merchant's own paid OrderVora plan. Here OrderVora is the seller and charges the Merchant through OrderVora's own payment processor.
9.1 Billing in advance and automatic renewal
Subscriptions are billed in advance for the period ahead — monthly or annually, as selected at purchase — and renew automatically at the then-current price for successive periods until cancelled. By subscribing you authorise recurring charges to your payment method on each renewal date until you cancel.
9.2 Cancelling a Subscription
You can cancel at any time from the billing area of your account, using the same self-service route by which you subscribed. Cancellation is not made harder than sign-up, and we do not require a phone call, a retention conversation, or a written notice period.
Cancelling stops future renewals. It does not, by itself, refund an amount already charged for the current period.
9.3 Access after cancellation
Unless stated otherwise at the time, cancelling takes effect at the end of the billing period you have already paid for, and paid features remain available until then. After that the Subscription does not renew and access to paid features ends.
Export your data before access ends if you need it. See the Terms for what happens on termination.
9.4 Partial periods and non-refundable fees
To the maximum extent permitted by applicable law, Subscription fees are non-refundable and we do not pro-rate or refund a partial billing period, including where you cancel mid-period, stop using the Service, or use less than your plan's allowance.
Where you upgrade mid-period, the change and any proration are as presented at the time of the change. A downgrade generally takes effect at the next renewal.
One-time fees, set-up fees, add-ons, and consumed usage allowances — including AI menu-import and AI-image credits already used — are not refundable once used, to the extent permitted by applicable law.
9.5 Where we will consider a refund
The paragraph above is our general rule, not a refusal to look at anything. We will review a refund request in good faith, and expect to refund where the fairness of it is clear — for example a duplicate or clearly erroneous charge, a charge after a valid cancellation, a billing error on our side, or a sustained failure of the Service that we could not remedy.
Email hello@ordervora.com with your account and the charge in question. Where a refund is required by applicable law, we will provide it regardless of the general rule above, and nothing in this Policy overrides a mandatory statutory right.
9.6 Trials and promotions
Where a free trial or promotional price is offered, its length, terms, and what happens at the end are those presented at sign-up. Unless stated otherwise, a trial converts to a paid Subscription at the standard price when it ends unless cancelled before then, and a promotional price applies only for the stated period before reverting to the standard price.
A trial or promotion does not, by itself, create an entitlement to a refund.
9.7 Price changes
We may change Subscription prices. For an increase affecting an existing Subscription, we will give reasonable advance notice by email or in the Service, and the new price applies from the start of a following billing period. If you do not accept it, cancel before it takes effect.
9.8 Failed payments
Keep a valid payment method on file. If a renewal charge fails, we and our processor may retry it and will try to tell you. If it remains unpaid we may suspend or downgrade paid features and may ultimately terminate the Subscription. Amounts properly owed remain payable to the extent permitted by applicable law. Restoring access after a suspension for non-payment requires the outstanding amount to be settled.
10. Changes to this Policy
We may update this Policy, and will update the effective and last-updated dates above. For a material change we will take reasonable steps to notify Merchants before it takes effect. The version in force when an order was placed or a Subscription period was charged is the one that applies to it.
11. Contact
For an order — including a refund, a cancellation, a missing item, or a delivery problem — contact the Merchant shown on your order.
For an OrderVora Subscription, a billing question, or this Policy: hello@ordervora.com.