Last Updated: November 2, 2026
✔ At Simpay Food Services, we prioritize customer satisfaction. If you're not happy with your order, we're here to help. This policy outlines when and how you can request a refund.
Cancel in 5 Mins
Full refund guaranteed if cancelled within 5 minutes of ordering
5-7 Business Days
Approved refunds processed within 5-7 business days to original payment method
24/7 Support
Contact us on WhatsApp for instant refund assistance
1. Eligible Refund Cases
You are eligible for a full refund in the following cases:
- Order cancelled within 5 minutes of placement
- Restaurant cancelled your order after payment
- Delivery partner could not complete delivery due to no fault of yours
- Wrong items delivered (with proof of photo evidence)
- Food quality clearly unacceptable (with photo evidence submitted within 1 hour)
- Train food order undelivered due to railway issues (delay, diversion)
- Technical error causing double payment
2. Partial Refunds
A partial refund may be granted in these cases:
- Partial order missing from delivery (refund for missing items only)
- Order cancelled after preparation has started (delivery charge deducted)
3. Non-Refundable Cases
⚠ Refunds will NOT be provided in these cases:
- Order cancelled after preparation is complete
- Incorrect delivery address provided by the customer
- Customer unavailable at delivery location after multiple attempts
- Train food order cancelled after the cut-off time
- Dissatisfaction with taste preferences (subjective complaints without evidence)
- Promotional or discounted orders where refund was not part of the offer
4. Train Food Order — Special Refund Rules
- Train orders can be cancelled up to 2 hours before scheduled delivery station arrival
- If your train is significantly delayed (90+ minutes), you may request a full refund
- Provide PNR and screenshot of delay for fast processing
- Refund for delayed train orders processed within 3-5 business days
5. How to Request a Refund
Contact us within 24 hours
Reach us via WhatsApp (+91 76006 03448) or email within 24 hours of the issue
Provide Order Details
Share your Order ID, registered phone number, and reason for refund request
Team Review (24-48 hours)
Our support team reviews your request and may ask for photo evidence if needed
Refund Processed (5-7 business days)
Approved refunds credited to original payment method within 5-7 business days
6. Contact for Refunds
Fastest way to reach us for refund support: