1. Overview

At 10 Minutes India, we are committed to providing the best hyperlocal food and grocery delivery experience. This Refund & Cancellation Policy outlines the terms for order cancellations, refunds, and related matters for our lightning-fast delivery services.

2. Order Cancellation Policy

2.1 Customer-Initiated Cancellations

Due to our 10-minute delivery promise, the cancellation window is extremely limited:

• Within 60 seconds of placing order: Free cancellation with full refund
• After 60 seconds but before pickup/preparation: Cancellation may be allowed with partial or no refund, depending on order preparation status
• After order is out for delivery: Cancellation NOT allowed; order must be received

2.2 Food Orders from Restaurants

• Once a restaurant has begun preparing your food order, cancellation is NOT possible
• Preparation typically begins within 1-2 minutes of order placement
• For hygiene and safety reasons, prepared food cannot be returned

2.3 Grocery & Essential Orders

• Cancellation allowed within 60 seconds of order placement
• Once items are picked from inventory, cancellation may result in partial refund
• Perishable items (dairy, meat, fresh produce) cannot be cancelled once dispatched

2.4 Automatic Cancellations by 10 Minutes India

We may cancel orders due to:

• Restaurant/vendor closure or unavailability
• Item out of stock with no suitable replacement
• Delivery address outside serviceable area
• Payment failure or suspected fraud
• Force majeure events (extreme weather, emergencies)

In such cases, you will receive a full refund automatically.

3. Refund Eligibility

3.1 Full Refund Scenarios

• Order cancelled within the 60-second free cancellation window
• Order cancelled by 10 Minutes India (vendor unavailable, out of stock, etc.)
• Wrong order delivered (completely different items)
• Order not delivered within the promised timeframe (subject to verification)
• Sealed package delivered opened or tampered

3.2 Partial Refund Scenarios

• Missing items in an order (refund for missing items only)
• Wrong quantity delivered (refund for difference)
• Quality issues with specific items (refund for affected items)
• Customer initiated cancellation after 60 seconds but before preparation

3.3 No Refund Scenarios

• Change of mind after food is prepared or items dispatched
• Incorrect delivery address provided by customer
• Customer unavailable for delivery after multiple contact attempts
• Perishable items returned after delivery completion
• Opened or used products
• Orders where customer has consumed part of the order
• False or fraudulent refund claims

4. Perishable Items Policy

For food, fresh produce, dairy, meat, and other perishable items:

• Quality Check: Please inspect items upon delivery
• Report within 15 minutes: Quality issues must be reported with photos within 15 minutes of delivery
• No returns accepted: Due to food safety regulations, perishable items cannot be returned
• Refund or Re-delivery: Valid complaints result in refund or instant re-delivery

5. How to Request a Refund

To request a refund:

1. Open the 10 Minutes India app
2. Go to "My Orders" and select the relevant order
3. Tap "Help" or "Report Issue"
4. Select the specific issue (wrong item, missing item, quality issue, etc.)
5. Provide photos/evidence if required
6. Submit your refund request

Alternatively, email us at support@10minutesindia.com with your order ID and issue details.

6. Refund Processing Time

Once your refund is approved:

• 10 Minutes Wallet: Instant credit
• UPI Payments: 1-3 business days
• Credit/Debit Cards: 5-7 business days
• Net Banking: 5-10 business days
• Cash on Delivery Orders: Credited to 10 Minutes Wallet or bank transfer (7-10 business days)

Refund processing time may vary based on your bank or payment provider.

7. Delivery Partner Issues

If you experience issues with a delivery partner:

• Rude behavior or safety concerns: Report immediately via app; full refund possible
• Delivery partner unreachable: Contact customer support for re-assignment or refund
• Tampering suspected: Do not accept delivery; report immediately

8. Special Circumstances

We review cases individually for:

• Medical emergencies preventing order acceptance
• Natural disasters or extreme weather
• Technical glitches preventing order cancellation

Contact our support team with relevant details for special consideration.

9. Refund for Promotional Orders

• Refunds for orders with discount codes will be for the actual amount paid
• Promotional credits may be restored instead of monetary refund
• Cashback promotions are credited only for successfully completed orders

10. Abuse Policy

We reserve the right to:

• Restrict or terminate accounts with excessive refund requests
• Deny refunds for suspected fraudulent claims
• Take legal action against systematic fraud

11. Contact Us

For refund or cancellation queries: