Refund & Cancellation Policy

1. Overview

Qordrz is a digital ordering platform connecting customers with physical businesses (canteens, cafes, and stores). This policy governs cancellations and refunds for orders placed through the platform at qordrz.me.

2. Order cancellation by customer

• Before confirmation: You may cancel your order at any time before the merchant confirms it. If you paid online, a full refund is automatically initiated.
• After confirmation / during preparation: Once the merchant has accepted your order or started preparing it, cancellation is at the merchant's discretion. The merchant may choose to cancel and refund, or continue with the order.
• After order is marked ready: Orders marked as ready for pickup cannot be cancelled. Please collect your order using the pickup PIN provided.

3. Order cancellation / rejection by merchant

• A merchant may reject or cancel an order due to item unavailability, closing time, or operational reasons.
• If the order was paid online and the merchant rejects or cancels it, a full refund is automatically initiated through Razorpay.
• For cash orders, no refund processing is required as no payment was collected.

4. Refund process

• All refunds for online payments are processed through Razorpay, our payment gateway partner.
• Refunds are initiated automatically when a paid order is cancelled or rejected by the merchant.
• Refund amounts are credited back to the original payment method (UPI, debit/credit card, net banking, or wallet).
• Refund timeline: Refunds typically take 5 to 7 business days to reflect in your account, depending on your bank or payment provider. Razorpay processes the refund within 1-2 business days; the remaining time is your bank's processing window.

5. Partial refunds

Partial refunds are not supported through the platform at this time. If a partial refund is needed (e.g., one item was unavailable from a multi-item order), please contact the merchant directly to arrange a resolution.

6. Quality complaints

Qordrz is a technology platform and does not prepare or handle food or products. Quality-related complaints should be directed to the merchant. If you believe a merchant is consistently providing poor quality, you can leave a review on your order or contact us at admin@qordrz.me and we will investigate.

7. Failed or stuck payments

• If your payment failed but money was debited from your account, it is typically auto-refunded by your bank within 24-48 hours.
• If the refund does not appear after 48 hours, contact us at admin@qordrz.me with your order details, and we will resolve it with Razorpay.
• Pending payments older than 30 minutes are automatically treated as abandoned and no order is created.

8. Non-refundable scenarios

• Orders that have been picked up and completed cannot be refunded through the platform.
• Refunds will not be issued for customer-initiated issues such as ordering incorrect items, providing wrong pickup details, or not collecting the order.

9. Dispute resolution

If you have a dispute about a refund or cancellation that cannot be resolved with the merchant, contact us at admin@qordrz.me. We will review the case and work with the merchant and Razorpay to reach a fair resolution within 7 business days.

10. Changes to this policy

We may update this policy from time to time. Changes will be reflected by updating the "Last updated" date at the top of this page. Continued use of the platform constitutes acceptance of the revised policy.

11. Contact

For refund-related queries, contact us at:

Email: admin@qordrz.me