Cancellation Refund

Cancellation & Refund Policy – RailEats

Last Updated: 01-01-2026

This policy outlines the rules for order cancellation, refunds, and service limitations applicable to orders placed on the RailEats platform.

1. Understanding Cut-Off Time

Cut-Off Time is the last time before which an order can be cancelled. It is calculated based on delivery station, train arrival time, halt duration, and restaurant preparation time.

The cut-off time is clearly shown before order confirmation. Once the cut-off time passes, food preparation begins and the order becomes non-cancellable.

2. Customer-Initiated Cancellations

Before Cut-Off Time

  • Orders cancelled before cut-off time are eligible for a full refund.
  • Refund is processed to the original payment method.

After Cut-Off Time

  • Orders cancelled after cut-off time are not eligible for a refund.
  • Food preparation has already started.

3. RailEats-Initiated Cancellations

RailEats may cancel an order due to:

  • Restaurant unavailability
  • Operational or technical issues
  • Train not stopping at the selected station
  • Insufficient halt time
  • Force majeure events

In such cases, a full refund will be processed provided food preparation has not started.

4. Train Delays, Early Arrivals & Route Changes

RailEats attempts best-effort delivery based on live train updates. Delivery is not guaranteed if the train arrives too early, is excessively delayed, or the station is skipped.

Refund eligibility depends on preparation status at the time of disruption.

5. Failed Deliveries & No-Show Cases

No refund will be issued if:

  • Passenger is unreachable at delivery time
  • Incorrect contact or coach details are provided
  • Passenger is not present at seat during delivery

6. Incorrect, Missing, or Damaged Food

Issues must be reported immediately upon delivery. RailEats will verify the complaint and resolution may include a partial or full refund, depending on the case.

7. Refund Timelines

  • Online payments: 5–7 working days
  • Timelines depend on banks and payment gateways
  • COD refunds (if applicable) are processed via alternate methods

8. No Cash Refunds

RailEats does not offer cash refunds. All refunds are processed digitally for security and audit purposes.

9. Abuse & Misuse Prevention

RailEats reserves the right to decline refunds or restrict accounts in cases of repeated cancellations, misuse, or fraudulent behavior.

10. Policy Changes

RailEats may revise this policy from time to time. Updated policies will be effective immediately upon being published on the platform.

11. Contact Support

For cancellation or refund assistance, please contact RailEats through the Help / Support section available on the website or app.

Orders can be cancelled only before the cut-off time shown during checkout. Once food preparation begins, cancellation and refunds are not allowed. Refunds, if applicable, are processed within 5–7 working days.