Refund and Cancellation Policy
Last updated: 21 October 2026
Food is made fresh for every order, so cancelling it is not like returning a pair of shoes. This page explains when you can cancel, when you get a refund, how to ask for one and how long it takes. If something goes wrong with your order, we want to put it right.
In short
- Cancel before the restaurant accepts your order: full refund.
- The restaurant or Winngs cancels your order: full refund, started automatically.
- Wrong, missing, spoiled or unsafe food: tell us within 24 hours and we will refund the affected items, or the whole order.
- Refunds go back to the way you paid, usually within 5 to 7 working days after we approve them.
1. Cancelling an order yourself
Before the restaurant accepts your order, you can cancel for free and get a full refund, including the platform fee. Contact us right away on WhatsApp at +91 63548 30347 or at support@winngs.co. If you see a Cancel button on your order in the app, you can use that too.
After the restaurant accepts and starts preparing your order, it usually cannot be cancelled, because the food is already being made. If you cancel at this stage, we cannot refund the order.
After a delivery partner has picked up your order, it cannot be cancelled.
2. When we or the restaurant cancel
We will refund you in full, including the food, delivery charge, platform fee and taxes, when:
- the restaurant is closed or cannot make your items;
- an item is sold out and you do not want a replacement;
- no delivery partner is available;
- we cannot deliver to your address;
- a technical problem stops us from completing your order.
We will tell you, and the refund starts automatically. You do not need to ask.
3. Refunds after delivery
If there is a problem with an order that was delivered, this is what we refund:
| What went wrong | What we refund |
|---|---|
| The order never arrived, including when the app shows it as delivered but you did not receive it | The whole order, including the delivery charge and platform fee |
| Items are missing | The price of the missing items |
| You received the wrong items | The price of the wrong items, or the whole order if nothing was right |
| Food was spilled or the packaging was damaged so the food is not fit to eat | The affected items, or the whole order |
| Food was stale, smelled bad or had something in it that should not be there | The affected items, or the whole order |
| A dish ordered through the Jain, Swaminarayan or Pure Veg filter did not match its label | We treat it as a wrong item and refund that item, or the whole order |
| You were charged more than the bill showed, or charged twice | The extra amount |
The platform fee is refunded when the whole order is refunded because of a problem on our side or the restaurant's side. If only some items are refunded, the platform fee stays.
Photos help us decide quickly. For damaged, spoiled or unsafe food, please send a clear photo of the food and the packaging.
4. When we cannot refund
We are not able to refund an order when:
- you cancel after the restaurant has started preparing it, or after pickup;
- the address or phone number was wrong, we could not reach you after reasonable attempts, or nobody was there to receive the order;
- you changed your mind, or ordered by mistake, after the restaurant accepted it;
- you did not like the taste or spice level, and the dish matched its description (we will still pass your feedback to the restaurant);
- you tell us more than 24 hours after delivery (we may still look into it, but we cannot promise a refund);
- we find that claims are repeatedly false or an offer is being misused.
If your order arrives much later than the time shown, please tell us. We look at each case and decide what is fair.
5. How to ask for a refund
Within 24 hours of delivery, write to support@winngs.co or message us on WhatsApp at +91 63548 30347. Please include:
- your order number;
- the phone number you ordered with;
- what went wrong;
- photos, if the problem is damage, spoiled food or a wrong item.
We aim to reply within 24 hours and to tell you our decision within 3 working days.
We will never ask for your card number, PIN, OTP or password to give you a refund. If someone does, it is not us.
6. How refunds are paid
We send the refund back the way you paid: UPI, card, wallet or bank account. After we approve it, it usually shows up within 5 to 7 working days. The exact time depends on your bank or payment provider. If you paid cash on delivery (where available), we will ask for your UPI ID or bank details to send the refund.
If money left your account but your order did not go through, it should come back automatically within 5 to 7 working days. If it does not, send us your payment reference, such as a screenshot of the UPI receipt or bank message, and we will trace it.
7. Coupons and refunds
If you used a coupon, your refund is based on what you actually paid. If we refund a whole order because of a problem on our side or the restaurant's side, we will try to restore the coupon if it is still valid. Some coupons cannot be restored, and their conditions say so.
8. Returns and exchanges
Food cannot be returned or exchanged. If something is wrong, we refund it as described above.
9. Still not happy?
If you do not agree with our decision, you can write to our Grievance Officer. The details are in our Terms and Conditions and on our Grievance Redressal page: winngs.co/grievance-redressal. We acknowledge every complaint within 48 hours and aim to resolve it within one month. This policy does not affect your rights under the Consumer Protection Act, 2019.
10. Contact us
- Address: Winngs Private Limited, Shop 51, 4th Floor, Aakash Business Center, Piplod, Surat, Gujarat 395007, India
- Email: support@winngs.co
- Phone and WhatsApp: +91 63548 30347