This policy explains how money moves back to you when an order is rejected or cancelled, and how wallet top-ups are handled. It forms part of our Terms & Conditions.
1. Rejected & cancelled orders
When you place an order, your wallet is charged immediately. If counter staff reject the order at intake (for example an item is unavailable), or you cancel it within 5 minutes of placing it (before it is served), the full charged amount is credited back to your MealMatrix wallet automatically. The credit is posted to your wallet's append-only ledger as part of the same transaction that records the rejection, so a rejected order is never left charged.
Because order payments are taken from your prepaid wallet, order refunds return to your wallet (not directly to your card/UPI). You can then use the balance for another order. Orders from a partner or vendor counter cannot be cancelled from the app.
2. Wallet top-ups
Top-ups are processed through the payment gateway's hosted checkout. No fee is added to a top-up: the amount you pay is the amount credited to your wallet. If money is debited but your wallet is not credited (for example a network failure mid-payment), your wallet is credited automatically once Razorpay confirms the payment, usually within minutes, and never twice. If the payment failed, your bank reverses the debit, usually within 5–7 working days. If neither happens, contact us (see section 6) and we will reconcile it against the gateway record. A top-up itself is a purchase of stored value and is consumed by your orders; it is refundable to source only in the exceptional reconciliation cases described here.
3. Wallet withdrawals
Wallet balances cannot be withdrawn or transferred to a bank account. Your balance is used to pay for orders on the Platform. If you delete your account, any remaining balance is refunded to you before the deletion completes.
4. How refunds are paid & timelines
- Order rejection / cancellation → wallet: immediate — the wallet credit is part of the same transaction that rejects the order.
- Top-up reconciliation → wallet: on receipt and verification of the gateway's payment webhook (typically within minutes; gateway-dependent).
- Refund to original payment method (where applicable): the full amount you paid is refunded; payment-gateway charges are not deducted. It is processed via the payment gateway; it usually reaches you in 5–7 working days, and can take longer depending on your bank.
5. Non-refundable cases
- Orders already picked up / fulfilled.
- Cancellations requested more than 5 minutes after the order was placed, or after it has been served.
- Amounts already consumed by completed orders.
6. Refund disputes
If you believe a refund is missing or incorrect, contact us at mealmatrix.support@gmail.com with your member ID and the order or transaction reference. If unresolved, escalate to our Grievance Officer on the Contact & Grievance Redressal page, who will respond within the published SLA.