Refund Policy — Avenzo

Avenzo facilitates dine-in orders between customers and restaurant partners. Payments are processed by Razorpay. The following policy explains when refunds are available and how they are processed.

When You Are Eligible for a Refund

Situation	Refund?	Notes
Payment charged but order was not confirmed or accepted by the restaurant	Yes — full refund	Initiated automatically within 24 hours
Duplicate payment for the same order	Yes — duplicate amount refunded	Contact support with order details
You were charged more than the displayed order total	Yes — difference refunded	Contact support within 7 days
Restaurant confirmed it cannot fulfil your order after accepting it	Yes — full refund	Initiated within 24 hours of cancellation
Failed payment — card/UPI declined	Not applicable	No charge was made; order was not placed
Order accepted and food prepared and served as described	No	Dine-in food orders are non-refundable once prepared and served
Food quality complaint	Not through Avenzo	Raise directly with the restaurant; Avenzo does not prepare food
Change of mind after order is accepted	No	Dine-in orders are prepared immediately after acceptance

Refund Timeline

Approved refunds are processed via Razorpay back to your original payment method:

UPI payments: typically 1–3 business days
Debit / credit card payments: typically 5–7 business days depending on your bank
Net banking: typically 3–5 business days

Refund processing times are governed by Razorpay and your bank. Avenzo will initiate the refund on our end within 24 hours of approval.

How to Request a Refund

Email support@avenzo.in within 7 days of the order date.
Include: your registered phone number or email, the approximate order date and time, and a brief description of the issue.
We will review your request within 2 business days and respond with the outcome.
If approved, we will initiate the refund with Razorpay and send you a confirmation.

Automatic Refunds

In certain cases, Avenzo initiates refunds automatically without you needing to contact us:

When a payment is confirmed but the order cannot be created due to a system error
When the restaurant's payment session expires before they can confirm the order

Automatic refunds are processed within 24 hours of the triggering event.

Failed Payments

If your payment fails (card declined, UPI timeout, insufficient funds), your order is not placed and you are not charged. You may try again or use a different payment method.

In the rare event that your bank debits your account despite a payment failure showing on Avenzo, your bank will reverse the hold automatically within 3–7 business days. If it does not, please contact your bank directly and share the Razorpay transaction reference available in your order history.

Contact

Avenzo Support

Email: support@avenzo.in

Include "Refund Request" in the subject line.

We respond to all refund requests within 2 business days.