Refund & Cancellation Policy

• Before the restaurant accepts the order — it can be cancelled and you receive a 100% refund, including the delivery fee, the platform fee and any tax.
• After the restaurant has accepted and started preparing — the order cannot be cancelled as of right, because the ingredients have been committed. The restaurant may still agree to cancel, in full or in part, at its discretion.
• Once the order is out for delivery or ready for pickup — it cannot be cancelled.

To cancel, call the restaurant on the number shown on your order — that is always faster than email, and the kitchen is the only party that can stop the order.

A restaurant may cancel an order it cannot fulfil — an item has run out, the kitchen is closed or at capacity, or your address turns out to be outside its serviceable area. In every such case you receive a full refund of everything you paid. You do not need to ask for it.

You are entitled to a full or partial refund where:

• The order was cancelled before preparation began.
• The restaurant cancelled the order for any reason.
• Items were missing from the order, or an item delivered was materially different from what you ordered.
• The food arrived spilled, damaged or in an unsafe condition attributable to preparation or packaging.
• The delivery failed for a reason that was not yours — for example no rider could be assigned, or the order was never dispatched.
• You were charged twice for the same order, or charged for an order that was never created.

A refund is normally not due where:

• The delivery failed because the address was wrong or incomplete, or nobody was reachable on the number given, after reasonable attempts by the rider.
• You changed your mind after the restaurant began preparing the food.
• The complaint is about taste or preference rather than the order being wrong, missing or unsafe.
• A delay was caused by weather, traffic or another event outside the restaurant’s and the delivery partner’s control, and the order was nonetheless delivered.

• Contact the restaurant first, on the number on your order. It prepared the food, it holds the money for the sale, and it can issue the refund immediately from its dashboard.
• Raise it quickly — the same day, and for a quality or missing-item complaint within 24 hours of delivery. Photographs of the order as it arrived help settle it in one exchange.
• If the restaurant does not respond, write to goutham@pagix.in with your order number. We will take it up with the restaurant and, where the refund is clearly due, process it ourselves.

• Once approved, the refund is raised with the payment gateway against your original payment straight away.
• The money typically reaches you within 5 to 7 working days of that point. The exact timing is set by your bank or UPI provider, not by us.
• The refund appears on your statement as a credit against the original transaction. Your order will show as refunded on the Platform as soon as the gateway accepts it.
• Partial refunds — for example for one missing item — are paid the same way for the amount agreed.

• Cancelled before preparation, or cancelled by the restaurant — the full amount is returned, including the delivery fee and any tax.
• Cancelled after a rider has been dispatched — the delivery fee has already been incurred with our delivery partner and may not be refundable. Everything else is returned.
• Partial refunds — tax is refunded in proportion to the refunded food value.

If an amount left your account and no order was created, the payment was never confirmed to us and no order exists against it. Such amounts are reversed automatically by your bank or the gateway, usually within 5 to 7 working days. If it has not reached you by then, write to goutham@pagix.in with the date, amount and the reference from your bank statement, and we will trace it with the gateway.

The restaurant is the seller and decides refunds on its own orders. Nerugo operates the mechanism the refund travels through, and will step in where a restaurant is unresponsive or where a refund is plainly due — including duplicate charges and payments taken for orders that were never created. Nothing here limits your rights under the Consumer Protection Act, 2019.

Escalate to our grievance officer, whose details are on the Contact Us page. We acknowledge complaints within 48 hours and aim to resolve them within 30 days.