Refund & Cancellation Policy

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Before publishing: Razorpay requires a live Refund/Cancellation Policy page as part of their business verification — this template matches how Protein Panda's actual refund system works, but confirm the specific wording satisfies your payment gateway's requirements and any local consumer-protection law before publishing.

Cancelling an order yourself

You can cancel an order from the Orders page for free, without contacting us, as long as it's still marked "Received" or "Accepted." Once we've started preparing it, self-cancellation is no longer available — please contact us directly and we'll do what we can.

How refunds are issued

A refund always goes back through the same method you originally paid with:

Paid online (UPI/card) — refunded automatically to your original payment method through Razorpay. Processing time depends on your bank, typically 5–7 business days.
Paid cash — refunded in cash at the counter, confirmed by our staff.

Points and rewards on a cancelled/refunded order

Any loyalty points earned on an order are automatically reversed if that order is cancelled or refunded — you won't end up keeping points for an order you didn't actually keep.

Delivery issues

If a delivery genuinely couldn't be completed (you were unavailable, the address was wrong, or another delivery issue came up), we'll contact you to sort it out — a refund, a redelivery, or another resolution depending on the situation.

Questions about a specific order

Use the Support section in the app, or reach us through the contact details on our homepage — every refund request is reviewed individually.