Refund policy

Last updated 5 November 2026

FoodPle passes your order to the restaurant. The restaurant prepares the food, sets the price and issues the invoice, so the restaurant is responsible for refunds. FoodPle never holds your money.

Paying at the counter

Most FoodPle orders are paid at the counter when you collect. If you have not paid online, there is nothing for FoodPle or a payment provider to reverse. If something is wrong with the order, speak to the restaurant directly and they will resolve it with you.

Prepaid orders

Where a restaurant has enabled online prepayment, the payment goes to the restaurant through its payment provider. The restaurant initiates any refund from its provider dashboard. The money is returned by the provider and your bank, not by FoodPle.

• Refunds usually reach the original payment method within 5–7 working days.
• The exact timing depends on the payment provider, your bank and your card network.
• FoodPle can see the payment status and help you and the restaurant find the right record, but cannot force or issue a refund.

When a refund may apply

• The restaurant rejects or cancels a prepaid order before preparing it.
• An item is unavailable and the restaurant cannot fulfil the order as confirmed.
• You were charged twice for the same order.
• The order was not provided, or was materially different from what was confirmed.
• The restaurant chooses to offer a refund for a quality or service issue.

Change of mind after preparation, late pickup or failure to collect is handled at the restaurant's discretion, subject to your statutory rights.

How to raise a problem

1. Contact the restaurant first. Use the phone number on your order confirmation or the outlet page. Have your order number ready.
2. If it is not resolved, email FoodPle. Write to support@foodple.com with the order number, restaurant, date, amount and what went wrong. We will help coordinate with the restaurant and share the payment record.
3. For card or UPI disputes, contact the restaurant before raising a chargeback. A chargeback can take longer and may be reversed if the order was fulfilled.

Partial refunds and missing items

If part of the order is missing or incorrect, tell the restaurant at pickup where possible. The restaurant may offer a replacement or a partial refund. FoodPle can help document the issue but does not decide the outcome.

Invoices and billing questions

The restaurant issues the invoice in its own name. For GST details, a copy of the invoice or a billing correction, contact the restaurant. FoodPle can help you reach them.

Contact

Refund questions: support@foodple.com. Include your order number so we can find the right record.

Registered entity details and a formal grievance contact will be published here before launch.