Refund and Cancellation Policy

1Introduction

This Refund and Cancellation Policy (“Policy”) governs the cancellation of orders, refund requests, payment reversals, and complaints relating to orders placed through the Burger Farm website, mobile application, or any other digital ordering platform operated or authorized by Burger Farm India Private Limited (“Burger Farm”, “Company”, “we”, “us” or “our”).

By placing an order through our digital platforms, the customer (“Customer”, “you” or “your”) acknowledges that they have read and understood this Policy and agree to be bound by its terms.

2Order Cancellation Policy

2.1No Cancellation by Customer: Once an order has been successfully placed and confirmed, it cannot be cancelled by the Customer through the application or website. This restriction is based on the nature of our business, as food preparation and order processing commence immediately upon confirmation of the order.

2.2No Refund for Customer-Initiated Cancellation: Except where a refund is expressly provided under this Policy or required under applicable law, no cancellation or refund request shall be entertained merely because the Customer changes their mind, places an incorrect order, or no longer wishes to receive the ordered products.

2.3Cancellation by Burger Farm: Burger Farm or the concerned outlet reserves the right to cancel an order where fulfilment is not reasonably possible, including circumstances involving product unavailability, outlet closure, technical errors, payment or order-processing failures, or the kitchen not receiving the order. Where payment has already been received for such an order, the applicable refund shall be processed in accordance with this Policy.

3Automatic Refunds

Subject to verification of the relevant transaction, refunds shall be initiated automatically, without requiring the Customer to lodge a separate complaint, in the following circumstances:

3.1Payment Successful but Order Not Confirmed: Where the payment has been debited from the Customer’s account but the order has not been successfully placed or confirmed, and the application displays an “Awaiting Payment” status without order confirmation within approximately Seven 7 days, the transaction shall be reviewed by the system and the applicable amount shall be automatically refunded, subject to payment-gateway and banking processes.

3.2Order Cancelled by Burger Farm or Outlet: Where an order is cancelled by Burger Farm or the concerned outlet after receipt of payment due to product unavailability, outlet closure, non-receipt of the order by the kitchen, or any other reason attributable to Burger Farm that prevents fulfilment, the amount paid for the cancelled order shall be automatically refunded within 7 working days.

3.3Duplicate Payment: Where the Customer is charged more than once for the same order, the duplicate or excess payment shall be refunded automatically within 7 days working days after verification of the transaction records.

4Complaints Relating to Orders

4.1The Customer may register a complaint where an order involves any of the following issues:

1. aIncorrect product or item delivered;
2. bMissing item or partial fulfilment of the order;
3. cQuality-related concerns regarding the products supplied;
4. dOrder marked as delivered but not received by the Customer; or
5. eAny other material discrepancy between the order placed and the order delivered.

4.2Complaints shall be submitted through the Support/Help section of the Burger Farm application or website, or through the official email address or customer support telephone number published on the relevant platform.

4.3The Customer should provide the order identification number, registered mobile number, transaction details, a description of the issue, and such photographs or other supporting information as may reasonably be required for investigation.

4.4Complaints must be submitted within 15 minutes from the time of the order or delivery. Complaints received beyond the prescribed period may be subject to additional verification and may be declined where the delay materially affects our ability to investigate the issue, subject always to applicable law.

4.5Upon receipt of a complaint, Burger Farm shall examine the available records and, where appropriate, coordinate with the concerned outlet, payment service provider, or other relevant parties to investigate the matter.

4.6Based on the findings of the investigation, Burger Farm may, as appropriate to the nature and extent of the issue, approve a full refund or a partial refund corresponding to the affected item(s) or the undelivered portion of the order. The decision shall be based on the available evidence, the circumstances of the complaint, and applicable law.

4.7Submission of a complaint does not automatically entitle the Customer to a refund. However, no provision of this Policy shall exclude or restrict any right or remedy available to the Customer under applicable law.

5Refund Amount and Eligibility

5.1Where a refund is approved, the refund amount shall ordinarily correspond to the amount paid for the affected item(s), including applicable taxes attributable to such item(s), or the full amount paid for the order where the entire order is cancelled or not fulfilled, as applicable.

5.2Platform or Convenience Fee: The refund ability of any platform, convenience, or similar fee shall be non- refundable.

5.3Coupon Discounts and Promotional Offers: Coupon discounts, promotional benefits, and other non-cash discounts shall not be converted into cash or paid out as part of a refund. Any reinstatement or reissuance of such benefits shall be subject to the applicable offer terms.

5.4Farm Grains and Rewards: Where Farm Grains, reward points, or other loyalty benefits have been redeemed against an order for which a refund is approved, the restoration, adjustment, or re-credit of such benefits shall be governed by the applicable Farm Grains and rewards terms and conditions.

5.5Partial Refunds: Where only certain items are affected, the refund may be limited to the amount attributable to those items, including applicable taxes, subject to the circumstances of the case and applicable law.

6Mode and Timeframe of Refunds

6.1Original Payment Method: Refunds for payments made through online payment methods shall ordinarily be credited to the original payment instrument or source account used for the transaction.

6.2Processing Period: Refunds to the original payment method shall ordinarily be processed or credited within seven 7 business days from initiation of the refund. The actual time taken may vary depending on the bank, card issuer, payment gateway, payment service provider, or other financial intermediary.

6.3Farm Wallet: Where the original payment was made using the Farm Wallet, the eligible refund shall be credited back to the Farm Wallet immediately upon successful processing of the refund, subject to system availability and applicable transaction controls.