Zataak

This Zataak Cancellation and Refund Policy applies to any bonafide Order/s placed by You on a Restaurant via Zataak Website or Zataak App, as the case may be. As a general rule when an Order is placed by You, it becomes non-refundable and non-cancellable. However, in a few instances You may be able to cancel the Order, and or receive a refund, more particularly as given hereunder.

Any capitalised term/s not defined in this Zataak Cancellation and Refund Policy shall have the meaning assigned to them in the Zataak Terms of Use.

I. Cancellation of Order By You.

A. You may cancel an Order only BEFORE acceptance of the Order by the Restaurant. 

B. If all the items ordered by You are unavailable at the time of booking the Order, We will contact You on the phone number provided to Us at the time of placing the Order and inform You of such unavailability. In such an event You will be entitled to cancel the entire Order. (In case you are offered and You accept alternate items, you will not be entitled to any refund.)

II. Cancellation Charges.

No cancellation charges will be payable by You:

  1. If You cancel the Order before acceptance by the Restaurant, or
  2. If Your Order fails to get accepted, or gets canceled due to any reasons including but not limited to:
  1. technical errors, 
  2. If the Restaurant doesn’t accept or cancels the Order due to reasons not attributable to You, including but not limited to Restaurant being closed, non-availability of items, Restaurant cannot service online orders at that moment, the Restaurant is overcrowded, Restaurant fails to handover the Order to Delivery Partner, etc
  3. or any other reasons solely attributable to Zataak, Restaurant and or the Delivery Partner (eg. non availability of a Delivery Partner or Delivery Partner fails to pick/ deliver the Order, etc.).

C. If You cancel the Order due to non availability of all items in Your Order (Section I.B).

D. For cancellations for a reason other than above, We may charge a cancellation fee on every cancellation of Order.

III. Refund Process.

A. For all prepaid (the Order value has been charged to You) Orders, an amount equal to the Order value will be refunded to Your account if the Order is cancelled in terms of Section II.A, II.B or II.C above.

B. Pursuant to Our approval of a refund (partial or full), the amount will get credited to the same mode-of-payment from where the Order amount was debited. Example, if you had paid for the Order from a wallet, the refund will get credited to the same wallet, if you had paid for the Order by a credit card, the refund will get credited to the same credit card account, etc. 

C. You do not have the right to receive cash for any discounts, coupons, or other promotional benefits, including complimentary items, that were applicable to Your Order. 

D. Any refund of the Order value to You will be subject to certain deductions, eg:

  1. a tip paid to the Delivery Partner, once the Order is delivered to You, is not refundable as it gets transferred to her/ him,
  2. any applicable liquidated damages,
  3. any amounts payable by You with respect to earlier orders placed by You.

E. Status of  Refund.

i. You will receive an email/ message and/ or App notification confirmation that details the refunded amount and date of refund.

ii. You can check the status of any bonafide refund as follows:

  1. Every payment method has their own timeline within which an amount gets reversed (Eg. currently Banks may take 2-7 business days, and Wallets/ UPI may take only two hours). If it has been more than 7 (seven) business days and a refund has not been received by You, please contact CustomerCare  for assistance. 
  2. You can click the rtaImage.jpg button in the top left corner, and go to Orders. Here you can view Your Order history, as well as the receipt and refund date of specific Orders.
  3. Or, you can open the Zataak app, go to Orders → Order History to view the receipt and refund details.

F. Our decision on any/ all refunds shall be final and binding.

IV. Your Complain, etc.

Your refusal to accept an Order from Delivery Partner or Your complain regarding an Order, for a reason including but not limited to following instances, will be dealt with on a case basis:

  1. food/ beverages spillage, 
  1. stale/ uncooked/ melted food/ beverages,
  2. foreign objects in food/ beverages, 
  3. delivery of the wrong Order, 
  4. poor quality of food/ beverages,
  5. item missing from the Order,
  6. wrong item in the Order,
  7. tampered or damaged packaging,
  8. quantity of food/ beverages being less than that specified by Restaurant at the time of placing the Order,

However, You will be required to share the proof of the same before any resolution can be provided to You. After ascertaining veracity of Your claim, You may be offered alternate items, coupons, and or partial/ full refund, etc., based on Our then current internal policies.

V. No Refund, etc.:

A. If the instructions accompanying Your Order are not followed by the Restaurant as You expected, You will not be eligible for a refund. The Restaurant will make their reasonable good efforts to follow the instructions provided by You.

B. Depending on Your past Order cancellation history, Zataak retains the right to refuse any refund for a cancellation initiated by You, even if it occurred before the Restaurant accepted Your Order. Furthermore, We  may choose to suspend Your account at Our discretion if deemed necessary.

C. You are not entitled to any partial/ full refund or any other benefit like coupon etc, in the event the cancellation and or Your claim is due to an act/ omission by You.

D. You are not entitled to any refund, coupon or other benefits of any nature whatsoever on cancellation of a postpaid/ cash-on-delivery Order. You remain liable to pay any charges, deductions, liquidated damages, etc as applicable.

VI. Liquidated Damages: 

A. By Your canceling or attempting to cancel an Order, or if an Order is cancelled by Us for a reason attributable to You,  including but not limited to following:

  1. providing any incorrect/ false/ partial details like address/ phone number, etc.,
  2. if the address falls outside the delivery area, 
  3. being unresponsive/ unreachable, 
  4. being unavailable for delivery of Order,
  5. by failing to provide information, direction or authorisation, etc.,

You breach your unconditional authorisation for Zataak to place orders on the Restaurants on your behalf (‘Authorisation Breach’). In the event of an Authorisation Breach, you are liable to pay liquidated damages equivalent to the Order value. 

B. Should you cancel Your Order after it has been accepted by the Restaurant, We reserve the right to impose liquidated damages equivalent to 100% of the Order value as compensation for breach of contract terms. 

C. We are also authorized by You to collect above liquidated damages through various means, including by deducting them from your next payment. If Your Order was prepaid, no refund will be issued to You.  For postpaid/ cash-on-delivery Order, we reserve the right to demand and or recover the Order value from You, including deducting it from Your subsequent Order/s, to compensate both the Restaurant and Delivery Partner.

Miscellaneous:

  1. Any replacement, refund or any other resolution will be provided to You only with permission of the Restaurant.
  2. We reserve the right to look into Your cancellation request and determine if such cancellation request falls under the conditions mentioned above. If We are satisfied that the cancellation request fulfils any of the aforesaid conditions, then We shall process the cancellation request and refund appropriate amounts to You.
  3. A Coupon provided to You, if any, can be used only one time, it can not be split and used for  two or more Orders. Coupons are generally provided to enable you to order a replacement item. Coupons are valid for a limited period only, hence please use them within that time period or else they shall expire.
  4. If the packaging of an Order is damaged or tampered with, please, do not accept it. Call the CustomerCare and or raise an online (Zataak App/ Zataak Website) complaint, with the picture/s of damaged/ tampered packaging.