What This Policy Covers, And What It Does Not
This policy covers money paid by a seller to 4AM TECH IO PVT LTD for Mr Rasoi. It does not cover the price of any food order, because that money never reaches us. If a customer wants a refund for food, the seller who received the payment handles it directly, and we will help both sides with the order record if it is disputed.
- Covered: monthly subscription plans paid by sellers.
- Covered: prepaid delivery credits topped up by sellers.
- Not covered: the value of a food order, which is paid by the customer directly to the seller.
- We do not collect, hold, escrow or settle food order payments, so we are not in a position to refund them.
Subscription Plans And The 30-Day Cycle
The subscription keeps your storefront live and your seller tools working for a 30-day period. That period does not start on the day you pay. It starts only when your first order is successfully delivered, which means paying early or taking time over onboarding does not eat into the period you bought. Once the cycle has started and your storefront is live, the running period has been delivered and is not refundable, because the service is supplied continuously from the moment it begins.
- Home Kitchen: Rs 1,499 per month plus 18% GST. Restaurants and Cafes: Rs 2,999 per month plus 18% GST.
- The 30-day cycle begins on your first successful delivery, not on the date of payment.
- Once the cycle has begun, the running period is not refundable.
- Unlimited orders are included, and no commission is charged on order value at any volume.
Cancelling Before Your Storefront Goes Live
If you have paid but your storefront has not yet gone live and your billing cycle has not started, you can cancel and receive a refund of the amount paid, less the payment-gateway fee on the original transaction and any GST already remitted. This applies whether you decide not to proceed, or your application is not approved.
- Cancel before going live and you are refunded the amount paid, less the gateway fee and GST already remitted.
- If we reject your application, the same refund applies. You are not charged for a service you never received.
- Write to [email protected] to request cancellation before going live.
Cancelling An Active Subscription
You can stop your subscription at any time. Cancellation stops future renewals; it does not refund the period currently running, which continues to the end of the 30 days you have already paid for. If you have set up an auto-debit or e-mandate, you can also cancel that mandate directly from the pre-debit notification sent by the payment gateway before each debit.
- Write to [email protected] before your next renewal date, and we confirm in writing within one working day.
- Cancellation stops future billing. The current 30-day period runs to its end.
- The running period is not refunded, because the service has been supplied for it.
- If an auto-debit mandate is active, you receive a pre-debit notification before each debit and can cancel the mandate from it at any time.
Prepaid Delivery Credits
Delivery credits are optional and are only needed if you want a delivery arranged for you rather than sending your own rider. Unused credits are refundable. Used credits are not, because the delivery they paid for has already been performed by a third-party provider whom we have already paid.
- Unused credits are refundable on written request, less the payment-gateway fee on the original top-up.
- Credits already consumed by a completed delivery are not refundable.
- Credits do not expire while your account remains active.
- Credits cannot be transferred to another account or withdrawn as cash.
What Is Never Refundable
Some amounts leave our hands the moment a payment is made and cannot be recovered, so they cannot be returned to you. These are deducted from any approved refund.
- Payment-gateway (Razorpay) fees charged on the original transaction.
- 18% GST already remitted to the government on the original invoice.
- A subscription period during which your storefront was live and your seller tools were available.
- Delivery credits already consumed by completed deliveries.
Food Orders Are Between Customer And Seller
If a customer is unhappy with an order, whether about quality, an item missing, a delay or a cancellation, the seller who received the payment resolves it directly with them. We ask sellers to deal with such complaints fairly and quickly. We will provide the order record, timestamps and payment reference to help settle a dispute, but we cannot reverse a payment we never received.
- Food order refunds are issued by the seller directly to the customer.
- We supply order records and payment references to help resolve a disputed order.
- Repeated failure to handle customer complaints fairly can lead to suspension under the Terms and Conditions.
If We Suspend Your Account
If we suspend or terminate a seller account because the platform rules or these terms were broken, the running subscription period is not refundable. Unused delivery credits are still returned to you, because they are a prepaid balance for a service that has not been supplied.
- A subscription period ended by suspension for cause is not refundable.
- Unused delivery credits are refunded even where an account is suspended for cause.
- If we suspend an account in error, the affected period is credited back to you in full.
How To Request A Refund
Write to [email protected] with the details we need to identify the payment and assess the request. You can also reach us on phone or WhatsApp at +91 93228 20524 if you would like to discuss it first.
- Your seller name and the registered phone number on the account.
- The payment reference or transaction ID, with the date and amount paid.
- Whether the request relates to a subscription or to delivery credits.
- A short reason for the request, so we can assess it against this policy.
Processing Time And Method
Once a refund is approved, we calculate the eligible amount under the rules above, less any non-refundable gateway and GST costs, and return it to the original payment method used for the purchase, processed through our payment gateway, Razorpay. We do not store your full card, UPI or bank credentials, which is why refunds always go back to the original source. Approved refunds are typically processed within 7 to 10 business days from approval, although your bank or card issuer may take a few additional days before the credit appears.
- Refunds are returned to the original payment method through Razorpay.
- Approved refunds are usually processed within 7 to 10 business days from approval.
- Non-refundable gateway fees and GST already remitted are deducted from the amount returned.
- Your bank or card issuer may add further time before the credit appears in your account.
Chargebacks And Disputes
If you believe something has gone wrong with a payment, contact us first at [email protected] before raising a chargeback with your bank or card issuer. Most concerns are resolved quickly and directly once we understand them. Raising a chargeback without contacting us can freeze a transaction and delay a resolution you may actually be entitled to, and it does not change the eligibility rules set out in this policy.
- Talk to us first. Direct resolution is almost always faster than a bank dispute.
- A chargeback does not override the refund rules in this policy.
- We cooperate in good faith to document and resolve any genuine dispute.
Grievance Officer, Governing Law And Jurisdiction
This policy works alongside the Mr Rasoi Terms and Conditions and Service Delivery Policy. If you have a concern that is not resolved through normal support, you may contact our Grievance Officer. This policy is governed by the laws of India, and the courts of Mumbai, Maharashtra have exclusive jurisdiction over any dispute relating to it.
- Grievance Officer: Nazish Ismat Zaveri, [email protected].
- Registered office: 07 Park Plaza Queens Park, Behind Deepak Hospital, Mumbai, Maharashtra 401105, India
- Phone and WhatsApp: +91 93228 20524. Email: [email protected].
- Governing law: India. Exclusive jurisdiction: courts of Mumbai, Maharashtra.