Return, Refund & Cancellation Policy

Introduction

This policy applies to all orders placed through Frotza website, mobile app or any official platform. Due to the nature of food and perishable products, returns and refunds are subject to verification and product category.

Restaurant food orders

Restaurant food items are freshly prepared and are generally non-returnable. Refund or replacement may be considered for wrong item, damaged packaging, spoiled or unsafe food, missing item or a major quality issue verified by Frotza. Report within 15 minutes of delivery with photo/video proof.

Grocery items

Packaged grocery items may be eligible for refund or replacement for wrong item, expired item, damaged/leaked item, broken packaging/seal issue or missing item. Products must not be used, consumed, tampered with or damaged after delivery.

Fruits, vegetables and dairy

These items are perishable. Complaints about freshness, damage, leakage, spoilage or wrong item must be reported within 15 minutes of delivery with clear photo/video proof.

Non-returnable cases

• Customer changed their mind after delivery
• Taste, spice level or personal preference issue
• Item consumed fully or partially
• Complaint raised after allowed reporting time
• Product damaged after delivery due to customer handling
• Incorrect address or customer unavailable
• Product seal broken without valid issue
• Order accepted and prepared by restaurant/store

Return pickup

Return pickup is decided case by case. Frotza may arrange pickup through a delivery partner or resolve the complaint through photo/video verification.

Refund mode and timeline

Approved refunds may be processed through the original payment method. Refunds are generally processed within 24-48 hours from approval, while actual credit time may depend on the bank or payment gateway.

Cancellation policy

Customers can cancel before the order is accepted or processed. Once accepted, prepared, packed, dispatched or out for delivery, cancellation may not be allowed.

Wrong address or customer unavailable

If the customer provides a wrong address, does not answer calls or is unavailable at the delivery location, the order may be cancelled and refund may not be applicable.