Refund, Cancellation, and Dispute Resolution Policy

1. Overview

This Refund, Cancellation, and Dispute Resolution Policy ("Policy") outlines the terms governing order cancellations, refund eligibility, and dispute resolution for Users of the Zlice Platform. This Policy is an integral part of, and supplements, the Terms of Service.

Zlice is committed to fair resolution of issues while recognizing that food is a perishable commodity and that our Restaurant Partners and Delivery Partners incur real costs upon order acceptance.

2. Order Cancellation

2.1 Cancellation Timeline

The ability to cancel an order depends on its current status:

2.2 How to Cancel

If cancellation is available at your order stage:

1. Open the Zlice app
2. Go to "My Orders"
3. Select the active order
4. Tap "Cancel Order" (if visible)
5. Select a cancellation reason

Note: The "Cancel Order" button will only appear if cancellation is permitted at the current order stage.

2.3 Restaurant-Initiated Cancellation

The Restaurant Partner may cancel your order if:

• Ordered items are unavailable
• Kitchen is closing or overloaded
• They are unable to fulfill the order for operational reasons

In such cases:

• You will receive a 100% refund to your original payment method.
• Refund will be processed within 3-5 business days.
• Any Aura points used will be restored to your account.

2.4 Platform-Initiated Cancellation

Zlice may cancel an order if:

• Payment failure is detected after order placement
• Fraud or suspicious activity is suspected
• Force majeure events prevent fulfillment
• Delivery Partner unavailability (rare, with prior notice)

Refund eligibility for platform-initiated cancellations will be determined based on the specific circumstances.

3. Refund Eligibility

3.1 Eligible Scenarios

You may be entitled to a full or partial refund in the following scenarios:

3.2 Partial Refund Calculation

For proportional refunds:

• Refund amount = (Value of affected item / Total order value) × 100%
• Delivery fee is non-refundable unless the entire order is affected
• Platform fee may be refunded at Zlice's discretion

3.3 Non-Eligible Scenarios

No refund will be issued for:

3.4 Special Campus Scenarios

4. Refund Process

4.1 How to Request a Refund

1. Open the Zlice app
2. Go to "My Orders" → Select the order
3. Tap "Report an Issue"
4. Select the issue type from the dropdown
5. Upload required photo evidence (if applicable)
6. Provide a brief description
7. Submit the request

Alternatively: Email support@zlice.in with:

• Order ID
• Issue description
• Photo evidence (attached)

4.2 Review Process

4.3 Refund Methods

Note: Refund timelines depend on payment gateway and banking partner processing times. Zlice is not responsible for delays caused by third-party payment processors.

4.4 Promotional Discounts and Refunds

If your order included promotional discounts or Aura points:

5. Excessive Refund Requests

5.3 Appeal Process

1. Email appeals@zlice.in with Order ID and explanation
2. Include any additional evidence
3. A senior support representative will review within 72 hours
4. Decision on appeal is final

6. Disputes with Restaurant Partners

7. Dispute Resolution Escalation

8. Delivery Fee Refunds

9. Pre-Order (Queue Skip) Cancellations

9.1 Queue Skip Specific Rules

9.2 No-Show for Queue Skip

If you do not collect your pre-order within 15 minutes of scheduled pickup without informing resolution, the order is deemed fulfilled and no refund will be issued.

10. Dine-In Payment Issues

11. Aura Points and Refunds

12. Communication

All refund-related communications will be sent to:

• Your registered email address
• In-app notifications
• SMS (for critical updates)

Please ensure your contact information is up to date.

13. Policy Updates

Zlice reserves the right to update this Policy at any time. Changes will be posted on the Platform, communicated via email for material changes, and effective immediately unless stated otherwise. Continued use constitutes acceptance.

14. Contact Us