Refund Policy

1. Scope of the Refund Policy

This Refund Policy applies to all transactions made through the Alldine mobile application or website, whether they involve food orders, DineCoin redemptions, or participation in gamified events. By placing an order or engaging in paid interactions on the Alldine platform, users acknowledge and agree to the terms described herein.

2. Nature of Alldine’s Role

Alldine functions solely as a digital platform that connects users with food vendors operating on or near educational campuses. We do not own, manage, or operate any of the restaurants or kitchens listed on the platform. Consequently, the responsibility for food preparation, quality, hygiene, and service fulfillment lies with the respective food vendors. However, we do actively support dispute resolution between users and vendors and uphold platform integrity.

3. Refund Eligibility for Food Orders

Refunds for food orders may be considered in the following scenarios:

• a. Non-fulfillment of Order: If a restaurant fails to fulfill the order or the user arrives for pickup and is informed that the order cannot be prepared, users are entitled to a full refund of the amount paid for the order.
• b. Wrong or Incomplete Order: If a user receives the wrong items or an incomplete order due to an error from the restaurant’s side, we will assess the issue based on photo evidence and a description provided by the user. Partial or full refunds may be granted accordingly.
• c. Order Canceled by Restaurant: In the rare case where a restaurant cancels an order after accepting it, the full amount will be refunded to the original mode of payment or credited as wallet/DineCoin balance.
• d. Technical Errors: If a transaction is debited from the user’s account or wallet but the order is not placed due to a technical issue, the full amount will be refunded automatically within 3–7 business days.

4. Non-Refundable Situations

Refunds will generally not be issued under the following circumstances:

• If the user fails to collect the food within the prescribed pickup time and the food is discarded or spoiled.
• If the user is dissatisfied with the taste, presentation, or portion size of the food, unless the product is clearly unfit for consumption or contaminated.
• If the user cancels the order after it has been accepted and processed by the restaurant.
• If a gamified activity or contest is entered and no reward is won, as participation is entirely voluntary and not monetized.
• For DineCoin redemptions that were successfully processed and consumed (e.g., game access, reward claims).

5. Process for Requesting a Refund

Users must submit a refund request within 2 hours of the issue by following these steps:

1. Log into the Alldine App and navigate to the "Order History" section.
2. Select the relevant order and tap on "Report an Issue."
3. Provide a detailed explanation of the issue and attach supporting evidence (e.g., photos, screenshots, vendor response).
4. Our support team will investigate the claim in coordination with the food vendor and respond within 48 hours.

6. Refund Processing Timeline

Upon approval of a refund request, the processing will be initiated immediately. The timeline for receiving the refund depends on the original payment method:

• UPI / Wallet: 2–5 business days
• Credit/Debit Card: 5–7 business days
• Net Banking: 5–10 business days
• Alldine Wallet or DineCoins: Immediate re-credit

Note: These timelines may vary due to third-party payment processor delays.

7. Wallet and DineCoin Redemptions

Redemptions made using Alldine wallet balance or DineCoins are non-refundable once a successful transaction is recorded. If a technical issue prevents the successful delivery of a digital good or experience, users should contact customer support for rectification.

In exceptional cases where DineCoins were deducted without corresponding access or benefits, Alldine may restore equivalent coins to the user’s account after validation.

8. Abuse and Fraud Monitoring

Alldine reserves the right to refuse refunds or suspend accounts in cases where abuse, fraud, or repeated false claims are detected. Each refund request is evaluated on a case-by-case basis to prevent misuse of the platform’s policies.

9. Dispute Resolution

If a user disagrees with a refund decision, they may file a secondary appeal by contacting our escalation team via email at publicrelations@alldine.in with the subject line “Refund Appeal – [Order ID]”. Appeals will be reviewed by a senior representative within 5 working days, and the decision made shall be final and binding.

10. Amendments to This Refund Policy

We reserve the right to update, modify, or revise this Refund Policy at any time, with or without prior notice. The revised policy will be made available on the app and website, and your continued use of the platform after any changes constitutes acceptance of the updated terms.