Zomato Refund Policy 2025: Process, Eligibility & Guide

The Zomato Refund Policy: What everyone using the Zomato food ordering and delivery should know is a very important information that every Zomato app user should know. Zomato  one of India’s leading food-tech services, refunds, cancellations, cost sharing, the responsibilities and obligations of partners in logistics business (hereinafter referred to as partner), customer protection etc.. You are orally heard. This article breaks down the Zomato refund policy in detail –detailing terminology, process, when refunds are valid or not, what happens to cancellations and partial refunds, the role of restaurant partners, consumer protection regulation related factors that technically hide behind into them etc.), for consumers’ pointers but also some other quirks you might have unknowingly discovered or could about as well. If you’re a regular Zomato user, it’s good to be informed about how Zomato refund policy works so that you know what rights and duties you have.

Read Also: IRCTC Refund Policy: Comprehensive Guide for 2025

What is the Zomato refund policy?

Indemnity and Limitation of Liability The Zomato refund policy is in compliance with the laws where applicable, that Nebula does not control the information provided by other Members which is made available through our system. It also explains how Zomato treats cancellation, partner obligations, cost sharing and exceptions. Basically, the policy explains when and how a refund (if any) will be made. Zomato terms of service state:

“No replacement / refund / any other resolution will be provided without Restaurant Partner’s consent.”

And that clause alludes to one of the most significant practical implications: Even if Zomato is the platform, whether a refund is granted often hinges on the acceptance of the restaurant partner.

Key Elements of the Zomato refund policy

Eligibility criteria

In accordance with the Zomato refund policy, refund can be determined on certain factors as below:

• if the restaurant partner received the order;
• food or service was wrong, missing, not packaged well etc);
• if delivery is unduly delayed;
• whether the client cancelled or failed the order, and at what stage of that process was such action taken.

Terms of Online i.e. through Zomato 99 wherein it is made clear that the restaurant partner is responsible for quality and quantity of the order after acceptance of it as per instructions on record 100.

Cancellation by the customer and its effect on refund

The Zomato cancellation policy and refund explains what happens if customer cancels. One major problem: the consumer regulator Central Consumer Protection Authority (CCPA) has received complaints where consumers cancelled, and yet forfeited most of what they paid despite delays or failures on platform.

According to one report: “Now, it charges up 90% of the order value when you cancel even if the delay or fault is at source.” In other words, on Zomato refund policy, cancellation at a later stage (i.e. after acceptance by the restaurant or after food preparation) may result in partial or even zero refund.

Role of restaurant partners

The Zomato refund policy imposes a heavy burden on restaurant partners. The partner is responsible for fulfilment of orders, packaging and delivery if requested and manages the complaints regarding quality / quantity compliance and defective shipments. The terms state that if a “Problem Order” comes about (for instance, due to the order being bad quality or missing items), Zomato may refund the customer and restaurant partner may not receive payout for that order.

Zomato recently tried a policy whereby the cost of refunds would be split between Zomato and the restaurant partners 50:50. And that policy was about paying out refunds to audience and trying to weigh costs against partner responsibility. But the policy has since been put on hold.

Review & change under regulatory spotlight

Zomato refund policy comes under regulatory scanner. In all likelihood, the CCPA will ask Zomato to modify its cancellation and Zomato Refund Policy after receiving multiple consumer complaints. This would appear to indicate that the policy could be still further evolved, not least with regard to transparency and customer rights as well as to refund processing times.

Refunds for events, dine-in experiences

Aside from food-delivery orders, Zomato also takes event ticketing and dining experience bookings. For instance Zomato Events terms say:

In case of cancellation of the Event, Zomato shall refund the Ticket(s) value along with Zero Cancellation Fee and Convenience Fee paid by you within ten (10 working days from such date of cancellation of the Event.

Yes, the Zomato refund policy is more upfront and better (best case scenario) applicable in such situations.

Read Also: Adidas Refund Policy: Full 2025 guide to returns, refunds and exchanges around the world

How the Zomato refund policy works – Step-by-Step

1. Order placement

You order in the Zomato app or on the website. The restaurant partner gets the order and typically a time frame to accept it.

2. Order acceptance

Now it’s on to the food-prep partner, who has indicated that they’ve accepted the order and now has responsibility for preparing, packaging and (in some instances) delivering. Later cancellations may carry a greater penalty pursuant to the Zomato refund policy.

3. Delivery and fulfilment

When logistics (delivery partner) are operated by Zomato or by the restaurant itself (based on partner model), the order is out for delivery. All of matters, as does the quality, quantity, packaging and timing for being eligible for a refund.

4. Customer complaint / problem order

In case you get the wrong order, packaging appears damaged, a few items are missing or food quality isn’t satisfactory follow through on your complaint via the Zomato app. Zomato refunds policy Zomato will refund or credit. But in most cases, you have to bring it up within the app’s designated window (usually before you mark the order as ‘delivered’ or shortly after).

5. If you cancel your order

Cancellation prior to acceptance You may cancel and obtain a full or nearly full refund (with the exception of services already rendered) depending on method of payment and partner policies. But in the event of a cancellation after acceptance, food is prepared or dispatched, Zomato refund policy sometimes allows the restaurant/ platform to keep a substantial part. As mentioned, some users claim they can retain up to 90 % in some cases.

6. Refund processing

If your refund is approved, then it will be refunded to the original payment method. Exactly when will vary from bank or payment provider. The policy is geared to “back to source”. As for booking of events, they guarantee “within ten (10) business days”.

7. Variation in outcome

Outcomes are highly variable: Some refunds are full; in many others, only partial (and some claims may be denied if the restaurant partner challenges or evidence is insufficient). “Clause 11 of the terms has been put aside,” reads the read but One who asked to remain anonymous You also need all backup in case something goes wrong If I duff while there was anything that could be Clause, it is House versus Zomato “No replacement / refund or any other resolution will be provided without Restaurant Partner’s permission” is applicable here. Vist: Zomato

Key Scenarios Under the Zomato Refund Policy

Quality or packaging defects

In case you get damaged, wrong, short or bad packaged items then also you can go for a claim under the Zomato refund policy. Responsibility is on the restaurant partner, and Zomato can compensate or credit you with the value.

Late delivery

Although many users have found themselves cut off from Zomato’s previous guarantees (like on-time delivery or refund), if you cancel for being too late, more money back or credit could be had. But pass the evidence and review first. Some users are also seeing the on-time guarantee clause deleted.

Customer cancellation

If you cancel your order prior to acceptance, then no deduction will be taken. In case of your cancellation later, you can have to suffer heavy deduction( up to 90%, as reported) under Zomato refund policy.

Restaurant/partner fault

If the restaurant denies the delivery (for example if they do not accept, or are late to update Zomato of their rejection of your order), Zomato may be able to refund you depending on its refund policy and it can debit restaurant’s payment account for chargebacks as mentioned above.

Platform or logistics fault

WhileZomato endeavors to expedite deliveries, Zomato will not be responsible for the delivery times of orders placed through the Site and Services as it is merely providing a platform for ordering and service for its logistics partner.

Event / Dining Experience Booking

For Zomato’s event or dining-experience bookings, at least the cancellation and refund policy is clear: cancellations within the “Zero Cancellation Fee” option will be refunded within 10 working days.

Read Also: Expedia Refund Policy: How to Cancel Flights, Hotels & Packages for a Full Refund

Strengths of the Zomato Refund Policy

• Gives a process and procedure (and written word to justify or defend) rather than arbitrary decisions.
• Provides customers a voice to complain and a possible remedy where product or service is below the desired standard.
• The Terms describe partner obligations very precisely, including packaging, quality and listing accuracy to protect consumer interests.
• Events more specifically are given a clearer timeline (10 working days, for example).
• some recent regulatory attention (explaining CCPA) might end up forcing some improvements and transparency.

Weaknesses and Criticisms of the Zomato Refund Policy

• If restaurant partners disallow any refund, then redress may not be forthcoming or may be delayed. The clause “No… refund … without Restaurant Partner’s permission.”
• Customers’ rejection after acceptance will usually result in large deductions for delivery delays or non- preparedness of delivered product, even when the schedule miss was a platform issue. Rumors of 90 percent has been floating.
• The 50:50 cost-sharing refund pilot (between Zomato and restaurants) was launched and stopped, suggesting inconsistency or partner push-back.
• Transparency: A few users say the refund or cancel penalty isn’t as visible during checkout.
• Refund time may take long (banks support) + Platform has adopted wait and see policy based on feedback.
• In the event of logistics/delivery-related issues (such as delivery partner missing from the order or Zomato’s delay on delivering), the responsibility is frequently passed onto restaurant partner/ delivery partner and may not attribute liability to Zomato, giving you lesser options.

What to Know as a Customer Using Zomato

Note the order status well: If accepted by the restaurant, later cancellations could lead to heavy deductions.

• Inspect items right away upon delivery: If there are missing items, incorrect items or damaged packaging, bring the issue up on the app as soon as possible. The later you get, the lesser is your probability under Zomato refund policy.
• How you paid plays a role: Refunding prepaid vs COD might affect how refunds are upheld.
• Document the evidence: Photograph the physical items, the order summary, delivery time, and packaging. This is for the benefit of your own claim under Zomato refund policy.
• Consider the partner’s role: The restaurant partner may need to sign off on the resolution, or be part of it.
• Check the refund timeline again: Once approved, a refund will be returned to the original method of payment; it may take banks a while to display the amount.
• Understand cancellation penalties: Depending on when you cancel (and particularly after acceptance), a fair amount of order value may be held based on current policy.
• Look for changes in policy: Due to the scrutiny and reports of updates on CCPA, Zomato may update its refund policy so look out latest terms.
• For events and reservations: Follow the experience terms; cancellation deadlines apply in most cases to obtain refund.

Read Also: Amazon Refund Policy: How Refunds, Returns & Replacements Work

Impact on Restaurant Partners & Platform

The Zomato refund policy also has a huge impact on the restaurant partners. If an order is flagged bad and a refund is made, the partner loses out on the payout. The online-ordering terms state:

“In the event that … Zomato has (pursuant to the Customer’s complaint) had to refund the Order Value to the Customer (“Problem Order”) … The Restaurant Partner will not be paid for such a Problem Order … Zomato will have a right to deduct or set-off such amount from or against any monies which are due and payable by Zomato to the Restaurant Partner…”

Further, the 50:50 cost-sharing refund pilot was a clear signal that Zomato was looking to drive partner accountability. But the suspension of the policy suggests that it was difficult to implement.

From the platform’s point of view, the refund policy is  a part of establishing/maintaining trust with customers Controlling complaints The fee for giving refunds and losing customers. And the media attention shows that Zomato thought “the price of an alienated customer’s business far exceeds an act of amends.”

This is how the Zomato refund policy serves as a tool not only in representing its customer service, but also actor-governing partners and platform economics.

Read Also: American Airlines Refund Policy 2025 Guide: Everything You Need To Know

Regulatory & Consumer Protection Considerations

The Zomato refund policy has even caught the eye of regulators. The CCPA is expected to serve notice to Zomato (and competitor platforms) on bringing cancellation and refund policies within the purview of order value.

Important concerns include:

• Customer credit card is charged excessive penalties for obvious platform related delay or service fail.
• No transparency in refund/cancellation penalty terms at the time of check out or on order-confirmation stage.
• Restaurant partners allege that a substantial portion of their order value on the product goes in refunds, commissions and ad-fees.

Why the Zomato refund policy offers enough remedy for both customers as well as partners and why it doesn’t unfairly pass on risk.

Such measures include things like: a clearer display of refund/cancellation terms pre-checkout, quicker returns processing and more clearly defined cancellation cut-off points as well as more partner-dispute resolution tools.

Real-world Feedback & Examples

Although Zomato lists out the terms for refund, customer experience appears to be mixed with some cancellations and refunds. For example:

• If food is an issue, I always ask Zomato for a refund. Without a doubt should have around 3000+INR in refund back.”
• But others say the guarantee of on-time delivery or refund, seems to have vanished or weakened. One user commented:
• “They’ve totally pulled this clause … Now they’ve pretty much stopped returning money despite delivering completely wrong or messed up orders.”

These examples are interesting because they show that the Zomato refund policy (theoretically) works, if not flawless (also depending on partner cooperation, review of customer service and how quickly you make your claims).

Best Practices for Customers to Maximize Refunds

However, as per the Zomato refund policy here is what you need to know: 

1. Refund Policy Zomato Shadma Shaikh (@ShadmaKiran) July 23, 2019 With a little understanding of the dynamics of when Zomato refunds and how will it get issues comes handy. So we bring some etiquette for you!
2. Act fast: If there’s a problem with your order (an incorrect or missing item, for example, or lousy packaging) bring it up right away in the app before you mark that order as delivered  or promptly after delivery.
3. Documentation: Take photos of the items, packaging, order summary, time stamps and send them via the app’s “Help” or “Support” option.
4. Check order status If the restaurant hasn’t accepted the order yet, you are likely to receive a near-full refund; once a restaurant has accepted your order, your refund may be less.
5. Read cancellation policies: If you need to cancel, in the app observe if the restaurant has acknowledged or is preparing the food; cancelling prior to acceptance improves your chances under Zomato refund policy.
6. Use customer service chat or email: Explain the problem right then and escalate if needed.
7. Track refund timelines: If approved, monitor your payment source/bank account to see when the amount is returned.
8. Save communication: Save screenshots of chats, requests, timestamps as evidence in case you need to file a regulatory complaint.
9. Know your rights: When the platform or restaurant flouts, you can complain to the CCPA, and consumer-redress forums.

Read Also: G15tool Partners: What They Are, How They Work & Why They Matter

Future Outlook for the Zomato Refund Policy

In light of the changing food-tech landscape and regulator interest, some probable outcomes for Zomato’s refund policy are:

1. More transparency on cancellation and refund policies at checkout (so that users understand how much is objectionable).
2. Faster refund timelines and better statuses for customers.
3. More explicit guidelines for determining when full v.s. partial refunds are issued.
4. Further improvements to the partner dispute resolution process (restaurants appealing refunds).
5. Improved attribution of responsibility among restaurant, delivery partner and platform to assign cost burden.
6. Differentiated policies perhaps for prepaid v/s COD orders.
7. Variations in refund sharing or insurance mechanisms with the platform versus partner.
8. Incorporate AI/automation for speedy decisions, but possibly with human oversight to guard against unfair decisions. (Much of this was tried in the 50:50 pilot)

For the Zomato customers, keeping the pace with the changes in refund policy will not only set expectations right but also minimize disappointment when a discarded or partial-relief is approved for refund claim.

Myths & Misconceptions about Zomato Refund Policy

Here are some misconceptions, and the facts:

• Myth: “You always get a full refund if the food is delayed.”
• Reality: Not really  the refund under the Zomato refund policy is subject to several factors such as, when you complain, if the restaurant has accepted your order and so on.
• Myth: “You can cancel the order anytime for a full refund.”
• Fact: You might get indeed a lot less if you cancel after restaurant accepts/prepare it. None reported more than 90% retention.
• Myth: “Zomato takes care of all the refund costs, you are not required to worry about it.”
• Fact: The contract states that Zomato may pass on cost and liability to restaurant partners or even deduct payouts from restaurants’ payment; so is uniformity with partner’ mandatory.
• Misconception”: “I will get my money back once I register a complaint.”
• Fact: Filing a complaint only gets the ball rolling evidence, timeliness, how partners respond and internal scrutiny all influence the outcome under Zomato refund policy.
• Myth: “The refund appears immediately.”
• Fact: After approval, how you receive your refund (and how long) depends on the refund method and the bank. For event booking, Zomato says 10 working days.

Frequently Asked Questions (FAQ) about Zomato Refund Policy

Summary

Zomato Refund Policy The Zomato refund policy is a detailed list of terms which describes how and when refunds are provided to the individuals using the Zomato app. Although there’s a process for recourse if you receive the wrong order, something is missing or your delivery is cancelled, the policy also makes it plain that customers bear substantial responsibility to act fast, collect evidence and remember that dealing with late cancellations or preparation delays even accepting an order may disqualify them from redress.

Restaurant partners are also obligated under terms to fulfill orders correctly and can have problem orders not paid, or deducted . The CCPA’s regulatory attention suggests that it may not be long before there is movement in the way refund and cancellation terms are disclosed and handled. For customers, knowing the policy, submitting complaints in a timely manner and documenting their issues are key to maximizing the amount of compensation they receive.