Refund Policy

Customer Cancellation

As a general rule Buyer shall not be entitled to cancel Order once placed. Buyer may choose to cancel Order only before 30 minutes of the selected Pre-Order time. However, subject to Buyer’s previous cancellation history, Explorex reserves the right to deny any refund to Buyer pursuant to a cancellation initiated by Buyer even if the same is within the ’30 minutes rule’ followed by suspension of account, as may be necessary in the sole discretion of Explorex.

If Buyer cancels his/her Order violating the ’30 minutes rule’, Explorex shall have a right to collect a penalty of 100% of the Order amount for breach of contract terms as a compensation for the damages suffered by Explorex, with a right to either not to refund the Order value in case Buyer’s Order is prepaid or recover from the Buyer’s subsequent Order in case his/her Order is postpaid, to compensate the Merchants and PDPs.

Non-Customer Cancellation

Explorex reserves the right to collect a penalty for the Orders constrained to be cancelled by Explorex for reasons not attributable to Explorex, including but not limited to:

• in the event if the pre-order time-slot selected by Buyer is either wrong or falls outside the serving time of the restaurant;

• failure to contact Buyer by phone or email at the selected pre-order time slot;

• failure to serve Buyer Order due to lack of information, direction or authorization from Buyer at the time of selected pre-order; or

• unavailability of all the items ordered by Buyer at the time of placing the Order; or

• unavailability of all the items ordered by Buyer at the time of placing the Order. However, in the unlikely event of an item in an Order being unavailable, Explorex / The Restaurant will contact the Buyer on the phone number provided to us at the time of placing the Order and inform Buyer of such unavailability. In such an event Buyer will be entitled to cancel the entire Order and shall be entitled to a refund to an amount upto 100% of the Order value.

In case of cancellations for the reasons attributable to Explorex or The Merchant or PDP, Explorex shall not collect any penalty from the Buyer.

Explorex reserves the right to look into the cancellation request of the Buyer and determine if such cancellation request falls under the conditions mentioned above. If Explorex is satisfied that the request and same fulfills any of the aforesaid conditions, then Explorex shall process the cancellation request and refund amounts to the Buyer.

Refunds

Buyer may be entitled to a refund for prepaid Orders. Explorex retains the right to retain the penalty payable by the Buyer in Section I(2) from the amount refundable to him/her. The Buyer shall also be entitled to a refund of proportionate value in the event packaging of an item in an Order or the complete Order, is either tampered or damaged and the Buyer refuses to accept at the time of delivery for the said reason;

Buyer may be entitled to a refund upto 100% of the Order value if PDP / The Merchant fails to deliver the Order due to a cause attributable to either PDP or Explorex, however such refunds will be assessed on a case to case basis by Explorex.

Our decision on refunds shall be final and binding.

In case of payment at the time of serving, Buyer will not be required to pay for:

• Orders where packaging is either tampered or damaged at the time of serving; Wrong Order being served; or

• Items missing from Buyer’s Order at the time of serving.

Provided the same is communicated to Explorex Customer Care through the Platform before the Order is marked served.

Specific Terms with respect to Use of Platform for purchase of alcoholic beverages

Cancellation: As a general rule the Buyer shall not be entitled to cancel his/her Order once placed. If the Buyer cancels his/her Order, Explorex shall have a right to collect the Buyer 100% of the Order amount as the cancellation fee, with a right to either not to refund the Order value in case the Buyer’s Order is prepaid or recover from the Buyer’s subsequent Order(s) in case Buyer’s Order is postpaid, to compensate the Merchants and PDPs.

Non-Customer Cancellation: Explorex reserves the right to collect the Buyer cancellation fee for the Orders constrained to be cancelled by Explorex for reasons not attributable to Explorex or Merchant, including but not limited to:

• in the event if the pre-order time-slot selected by Buyer is either wrong or falls outside the serving time of the restaurant;

• failure to contact Buyer by phone or email at the selected pre-order time slot;

• failure to serve Buyer Order due to lack of information, direction or authorization from Buyer at the time of selected pre-order; or

• the Buyer’s failure to provide a valid OTP to the PDP / The Merchant for receiving delivery

Refunds: The Buyer may be entitled to a refund for prepaid Orders, post deduction of cancellation fee, if any for reasons mentioned above or in a manner as deemed fit by Explorex in its sole discretion, if refund has been requested due to the following reasons:

• If the Order could not be served within 1 hour;

• If the Merchant cancels the Order due to reasons not attributable to the Buyer, including but not limited to store being closed, non-availability of items, store not servicing online Orders, overcrowding at store, etc.;

• If Explorex cancels the Order due to reasons not attributable to the Buyer, including but not limited to non-availability of PDPs / The Merchants, etc.

The Buyer may be entitled to refund due to the aforesaid reasons upto 100% of the Order value depending upon the nature of issue. Explorex reserves the right to consider the cancellation and refund request and determine if such cancellation and refund request satisfy any of the aforesaid conditions, in which case Explorex shall process the cancellation request and refund to Buyer.

Important Note 1:

The Buyer shall verify his/her Order and the products before providing OTP to the PDP / The Merchant and any issue with respect to the product or Buyer’s Order shall be notified immediately, and cancellation request shall be placed before providing OTP to the PDP / The Merchant. Once OTP is provided to the PDP / The Merchant, it shall be deemed that the Buyer has collected his/her Order and once he/she has collected the delivery, the Buyer cannot cancel the Order and/or claim refund.

Important Note 2:

In case of the complaint of any spurious product, the liability shall solely lie with the Merchant selling the product. Explorex is merely facilitating the transactions between the Merchant and the Buyer and therefore, Explorex shall assume no liability with respect to the products sold by the Merchant. Explorex strictly discourages dealing of any spurious product on its Platform and shall reserve the right to report such incidents to the concerned authorities for appropriate legal actions.

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