Cancellation and Refund Policy

Applies to: orders placed through the RestoMama app and website. Effective date: 28 September 2026. Operated by: Priority Queues Pvt Ltd.

RestoMama connects you with independent restaurants that prepare and sell your food. Because a restaurant starts preparing as soon as it accepts your order, cancellations after that point are limited. This page explains what you can do in the app and what happens to your money.

1. Before you pay

• An order is not placed until your payment succeeds (for orders paid online). If the payment fails you can try again from the order page.
• While an order is still waiting for payment, you can cancel it from the order page. Nothing is charged for a cancelled unpaid order, and your cart reopens.
• You cannot cancel while a payment is in progress, or while a manual UPI payment is waiting to be verified. Wait for the result first.

2. After the restaurant has your order

• Once your order is paid and placed, the app has no self-serve cancel button. If you need to cancel, open the order and choose Help, and tell us what you need. Whether a cancellation is possible depends on how far the restaurant has got with your order.
• If the restaurant cancels or rejects your order, the order page shows it as Cancelled or Rejected. If you paid online, the refund status appears on the order page: Due, Settled, or Failed. Cash on delivery and pay-at-pickup orders have nothing to refund because you had not paid.

3. Problems with an order you received

Open the order and choose Help. You can do this for up to 7 days after the order, not while payment is still pending. Choose what went wrong: food quality, missing items, wrong items, packaging, delivery delay, delivery partner behaviour, payment issue, or other. Describe the problem (10 to 2000 characters) and attach up to 3 photos if that helps. You can add messages, follow the ticket status (Open, In progress, Resolved, Refund due, Refunded, Closed), read our resolution note, and escalate if you are not satisfied.

We look at the restaurant's record, your photos and the delivery details, then decide the outcome case by case: for example a full or partial refund, credit, or no refund where the order matched what you were shown. We do not promise a refund for a change of mind after the food has been prepared or dispatched.

4. How refunds are paid, and when

• Online payments (UPI, cards): refunded to the original payment method, through the payment gateway. The order page shows the refund as Due, then Settled. Your bank decides when it appears in your account, usually within 5 to 7 working days after we initiate it.
• Cash on delivery and pay at pickup: nothing was paid upfront, so a cancelled or rejected order costs you nothing. If you already paid cash to the restaurant or delivery partner and something was wrong, contact Help and we will investigate and arrange a refund if one is due.
• Partial refunds are shown on the order page as the amount refunded so far.

5. Payment failed or money debited but no order

Do not pay again straight away. Open the order in Orders. If the payment shows as failed but your account was debited, open Help on that order and choose Payment issue, or wait: the gateway normally reverses a failed debit by itself, usually within the timeline your bank gives. Every order we cannot confirm within 15 minutes is marked failed or abandoned by our system; abandoned orders are not fulfilled. If your account was debited but no order was created, contact Help with your payment reference and we will investigate and arrange a refund if one is due.

6. If you delete your account

You cannot delete your account while an order is active or a payment is in progress. Refund records are kept, without your contact details, after deletion. See the Privacy Policy.

7. Contact

Open Help on any order in the app, or write to admin@restomama.com. Complaints about our service can go to our Grievance Officer: Leo Johny, admin@restomama.com, Priority Queues Private Limited, Door No.463, Thayyil House Vazhukakkode, Anjumoorthy, Palakkad - 678682, India, as set out in the Privacy Policy.