This policy applies to all orders placed on the Fengle app, which is operated by [LEGAL_NAME]. Because we deliver freshly prepared food, the cancellation window is short. Please read this policy before you place an order.
1. Cancellation by you
- You can cancel an order free of charge within 60 seconds of placing it, as long as the partner kitchen has not yet accepted it. The app shows a countdown with a Cancel button during this window.
- If you cancel within this window, you get a 100% refund of the amount paid.
- After 60 seconds, or once the kitchen has accepted the order, you cannot cancel it because your food is already being prepared. If you have a problem with such an order, please contact support and we will look into it.
2. Cancellation by Fengle
Fengle may cancel an order if no partner kitchen within range can fulfil it, if the delivery address cannot be reached, or for reasons of safety or suspected fraud. If we cancel an order you have paid for, you get a 100% refund.
3. Partially unavailable items
If one or more items in your order become unavailable after you place it, we remove those items, adjust your bill and credit the difference to your Fengle Wallet straight away. The rest of your order is delivered as normal.
4. Issues with a delivered order
If an item is missing, wrong, spilled, or of clearly poor quality, report it through Help in the app or by email to [SUPPORT_EMAIL] within 24 hours of delivery. Where possible, include photos. After we review it, we may offer a full or partial refund, or a wallet credit, depending on the issue.
Refunds are not given for changes of mind after the kitchen has accepted the order, or for differences in taste that do not indicate a quality problem.
5. How and when refunds are paid
| How you paid | Where the refund goes | Timeline |
|---|---|---|
| UPI / Card / Net banking | Original payment method (or Fengle Wallet if you choose it) | Refund started within 24 hours; reaches your account in 5–7 business days, depending on your bank |
| Fengle Wallet | Fengle Wallet | Instant |
| Cash on Delivery | Fengle Wallet, or bank/UPI account on request | Wallet: instant · Bank/UPI: 5–7 business days |
If money was debited but your order was not confirmed, the payment is refunded automatically to the original payment method within 5–7 business days. If you have not received a refund within this time, contact us with your order ID and we will follow it up with Razorpay and your bank.
6. Contact
For cancellation or refund questions, email [SUPPORT_EMAIL] or call [SUPPORT_PHONE], and include your order ID.