Our Refund & Cancellation Policy
Understand how refunds work for different payment methods and when you're eligible for a refund.
Last Updated: February 22, 2026
Important Note About Refunds
LoveaLocal processes refunds automatically only for payments made through our integrated Razorpay gateway. For direct UPI payments to vendors and Cash on Delivery orders, the vendor is responsible for processing refunds. We facilitate communication and provide order details to ensure smooth refund processing.
Refund Eligibility by Service Type
Different refund policies apply to food delivery orders and experience bookings.
For Food Delivery Orders
| Condition | Refund Amount | Timeline | Payment Method |
|---|---|---|---|
| Order cancelled before preparation starts | Full refund to original payment method | 3-5 business days | All payment methods |
| Order cancelled after preparation starts | No refund (vendor discretion may apply) | N/A | N/A |
| Wrong item delivered | Full refund or replacement | 24-48 hours after verification | Original payment method |
| Poor quality / unsatisfactory food | Partial/Full refund based on review | 48-72 hours after review | Original payment method |
| Order not delivered | Full refund | 24 hours | Original payment method |
For Experience Bookings
| Condition | Refund Amount | Timeline | Payment Method |
|---|---|---|---|
| Cancellation more than 7 days before event | 90% refund (10% processing fee) | 5-7 business days | Original payment method |
| Cancellation 3-7 days before event | 50% refund | 5-7 business days | Original payment method |
| Cancellation less than 3 days before event | No refund | N/A | N/A |
| Host cancels the experience | 100% refund | 2-3 business days | Original payment method |
| Experience not as described | Partial/Full refund based on review | 48-72 hours after review | Original payment method |
Refunds by Payment Method
How refunds are processed based on how you paid.
Online Payments (Razorpay)
Refunds for payments made via Razorpay (credit/debit cards, netbanking, UPI through Razorpay) are processed automatically to the original payment source.
Refund Process:
Refund is initiated from our end and processed by Razorpay. The amount is credited back to the original card/account within 3-7 business days depending on your bank.
Note: For UPI transactions through Razorpay, refunds are processed to the original UPI ID within 3-5 business days.
Direct UPI Payments (Vendor UPI)
When you pay directly to a vendor's UPI ID (QR code payment), the vendor is responsible for processing the refund.
Refund Process:
Contact the vendor directly through our platform to request a refund. The vendor will initiate the UPI transfer back to your UPI ID. LoveaLocal will facilitate communication but cannot process the refund directly as the payment was made outside our payment gateway.
Note: Please keep your UPI transaction ID handy when requesting refunds for direct UPI payments.
Cash on Delivery (COD)
For orders paid by Cash on Delivery, no money has been collected by LoveaLocal or the vendor at the time of ordering.
Refund Process:
If you cancel an order before delivery, no payment is collected. If you've already paid cash at delivery and need a refund, the vendor is responsible for providing the refund directly to you.
Note: For COD orders, refunds (if applicable) will be processed by the vendor via UPI or bank transfer. LoveaLocal will provide necessary order details to facilitate this.
How to Request a Refund from a Vendor
For direct UPI payments and COD orders, follow these steps to request a refund from the vendor.
Contact Vendor
Reach out to the vendor through our platform's chat or contact options to request a refund.
Provide Details
Share your order/booking number and reason for refund. For direct UPI payments, provide your UPI transaction ID.
Vendor Verification
The vendor will verify your request and approve or deny the refund based on our policies.
Refund Processing
If approved, the vendor will process the refund via UPI or bank transfer. For Razorpay payments, we handle the refund automatically.
Confirmation
You'll receive a notification once the refund is processed. For vendor-processed refunds, please allow 2-3 business days for the amount to reflect.
Frequently Asked Questions
How long do refunds take?
Razorpay refunds typically take 3-7 business days to reflect in your account, depending on your bank. Direct UPI refunds from vendors usually process within 2-3 business days.
What if the vendor doesn't process my refund?
If you've paid via direct UPI or COD and the vendor fails to process your approved refund, please contact our support team. We'll investigate and take appropriate action, which may include vendor suspension.
Can I get a refund if I just changed my mind?
For food orders, cancellations are only accepted before preparation starts. For experiences, refunds are available according to the timeline-based policy above.
How do I track my refund status?
For Razorpay payments, you'll receive email updates. You can also check your order/booking details page for refund status. For vendor-processed refunds, contact the vendor directly for updates.
Need Help with a Refund?
If you have any questions about our refund policy or need assistance with a refund, please contact our support team.