Refund & Cancellation Policy
Last updated: June 15, 2026
Distdel is dedicated to providing high-quality food delivery and grocery fulfillment. This Refund & Cancellation Policy outlines when you can modify your order, how disputes are evaluated, and the timelines for processing financial credits.
1. Cancellation by Diners & Users
Because food orders consist of freshly prepared items, our cancellation windows are tightly managed:
- The Grace Window: You can cancel any order free of charge within 60 seconds of pressing the checkout button. The cancellation is handled automatically, and any pending credit holds are reversed immediately.
- Active Food Preparation: Once the 60-second window expires and the order transitions to the "ACCEPTED" or "PREPARING" state, the merchant begins food preparation. Beyond this threshold, cancellations are not allowed, and you will be charged 100% of the invoice amount.
- Incorrect Delivery Addresses: If a delivery fails because you entered an incorrect delivery address or were unreachable via phone, the order will be cancelled with no refund.
2. Cancellations by Merchants or the Platform
If an order is cancelled by the merchant or the platform, a full 100% refund is automatically processed. This happens in the following cases:
- Item Out-of-Stock: The merchant is out of ingredients or specific menu items.
- Logistics Unavailability: The platform cannot assign a delivery rider within a reasonable radius due to surge demands or extreme weather conditions.
- Merchant Operations: The merchant closes early or is unable to process incoming tickets.
3. Food Quality, Missing Items, and Order Damage Disputes
If you receive an incorrect order, an item is missing, or the package was damaged during delivery, you must contact support at distdel.dev@gmail.com or via our support portal:
- Reporting Window: Issues must be reported within 2 hours of delivery.
- Required Documentation: You must provide clear photographs of the delivered package, showing any damage or incorrect items, along with the invoice label.
- Resolution Policy: Our support desk will verify the report with the merchant and delivery rider. If verified, we will issue a partial or full refund for the affected items.
4. Refund Processing Timelines
Once a refund is approved by our compliance team, the transaction is initiated automatically. The time it takes for the funds to clear depends on your payment method:
- UPI and Digital Wallets: Funds typically clear within 24 to 48 hours.
- Net Banking & Credit/Debit Cards: Funds are returned to your card issuer or bank within 5 to 7 business days, depending on your bank's processing policies.
Contact & Support
If you have any questions or disputes regarding refunds and cancellations, please contact us: