Refund & Cancellation Policy

1. Paying for an order

Online payments (via Razorpay) must be completed within 5 minutes of placing the order. If you don't pay in time, the order expires automatically and you are not charged. If money was debited but the order still expired (a rare payment-gateway timing issue), the amount is refunded automatically to the same payment method, typically within 5–7 business days.

2. Cancelling an order (by you)

Food is prepared fresh and our kitchen starts quickly, so call us immediately at +91 91549 83214 if you need to cancel — mention your order number. Once preparation has begun we may not be able to cancel the order. If we do cancel a paid order at your request before preparation, you receive a full refund as described in section 4.

3. Cancellation by the restaurant

Occasionally we may have to cancel an order ourselves — for example if an item runs out, your location is outside our delivery area, or due to an unforeseen operational issue. In that case:

• If you paid online, a full refund is initiated automatically to your original payment method.
• As an apology, we issue you a 15% discount coupon for your next order.
• You're notified on the Platform (and by push notification if you use our app).

4. Refund timelines

• Refunds are processed through Razorpay back to the original payment method (UPI, card, net banking or wallet).
• They typically reflect within 5–7 business days, depending on your bank. UPI refunds are often faster.
• Cash on Delivery orders involve no online payment, so there is nothing to refund — a cancelled COD order is simply not collected.

5. Failed or duplicate payments

If a payment fails or is accidentally made twice, the unused amount is reversed automatically by the payment gateway. If you don't see it back within 7 business days, contact us with the payment reference and we'll chase it for you.

6. Issues with delivered food

If something is wrong with your order — a missing item, a wrong item, or a genuine quality problem — contact us within 24 hours of delivery with your order number (a photo helps). Depending on the issue we'll offer a replacement, a coupon, or a partial or full refund. We handle every complaint personally — this is our own restaurant and your experience matters to us.

7. How to reach us

Phone: +91 91549 83214 · Email: foodonfirebbq@gmail.com
Food on Fire Barbeque & Grill, 3rd Floor, Above Zudio, Naimnagar, Hanamkonda, Warangal, Telangana 506001.