Cancellation and Refund Policy
This policy explains how to cancel an order, what happens if something goes wrong, and how refunds work. It is part of our Terms of Use.
1. Cancelling an order
There is no cancel button in the app yet. To cancel, call or message us as soon as you can with your order number: 9717367055, albertlocalsocal@gmail.com. Our support hours are Monday to Sunday, 11:00 AM to 5:00 PM. Outside those hours, send a message and we will see it when we open.
- Before the restaurant starts preparing your food: we cancel it, and it is free.
- After the restaurant has started preparing: we will check with the restaurant. We may not be able to cancel, because the food is already being made.
- We do not charge a cancellation fee.
If you refuse an order that has already been prepared and delivered to you without a good reason, we may limit your account (see the Terms of Use).
2. If we or the restaurant cancel
We or the restaurant may cancel an order if the restaurant is closed, an item is unavailable, no delivery person can take it, the address is outside our area, or for safety reasons. We will let you know. You pay nothing for a cancelled order.
3. If there is a problem with your order
Tell us within 24 hours of delivery if an item is missing, wrong, spilled or damaged, not as described, or not safe to eat. Send your order number, a short description and, if you can, a photo, to albertlocalsocal@gmail.com or call 9717367055. We will reply within 48 hours.
We will check with the restaurant and the delivery person. If we agree there was a problem, we will:
- refund the price of the affected items; and
- also refund the delivery fee if the whole order was wrong, unsafe or not delivered.
We may not refund for a change of mind after the food has been prepared, or for personal taste, unless the food was not safe or was not what you ordered. We also do not refund if you gave a wrong address or could not be reached.
4. How refunds are paid
- For cash orders: we pay the refund to the UPI ID or bank account you give us, within 7 days after we approve it. We will never ask for your card number, PIN, OTP or password.
- If we add online payments: the refund goes back to the way you paid, in the time your bank or payment provider takes.
5. Delivery
- We deliver inside our service area only.
- Delivery times are estimates.
- If you are not reachable when the delivery person arrives, see the Terms of Use, section 6.
6. Payment
At present you pay in cash when your order arrives. The bill you see at checkout is the amount you pay: items, delivery fee, GST on food and our platform fee. There are no hidden charges.
7. Complaints
We give every complaint a reference number. We acknowledge a complaint within 48 hours and resolve it within one month. See "Contact and grievances".