QBEN- REFUND & CANCELLATION POLICY

Last Updated: March 31, 2026

1. Introduction

This Refund and Cancellation Policy (“Policy”) governs all orders, transactions, cancellations, and refunds made through the Qben platform, including:

• Qben Customer Application
• Qben Restaurant Application
• Qben Delivery Partner Application

By placing an order or using Qben Services, you agree to be bound by this Policy.

2. Nature of Platform

Qben operates as a technology platform connecting customers, vendors (restaurants, cloud kitchens, home kitchens, tiffin providers), and delivery partners.

• Food preparation and quality are the responsibility of the vendor
• Delivery may be handled by vendors or delivery partners

Refund decisions may involve coordination between Qben and the respective vendor.

3. Order Cancellation Policy

3.1 Before Order Confirmation

• Customers may cancel orders before the vendor accepts the order
• Full refund will be processed in such cases

3.2 After Order Confirmation

• Once the vendor has accepted the order, cancellation may not be allowed
• If cancellation is allowed, it will be subject to:
  • Preparation status
  • Vendor approval

3.3 After Food Preparation / Dispatch

• Cancellation is not allowed once:
  • Food preparation has started
  • Order has been dispatched

4. Refund Eligibility

Refunds may be provided under the following conditions:

 Eligible Cases:

• Order not delivered
• Wrong item delivered
• Missing items in the order
• Food quality issues (verified)
• Damaged or spilled order during delivery
• Duplicate or failed payment

 Non-Eligible Cases:

• Order cancelled after preparation
• Incorrect address provided by customer
• Customer unavailable at delivery location
• Minor taste preferences or dissatisfaction
• Delay due to traffic, weather, or unforeseen conditions

5. Refund Process

• Customers must raise a refund request within 24 hours of order delivery
• Requests can be made through:
  • In-app support
  • Customer care contact

Qben will:

• Review the issue
• Coordinate with vendor (if required)
• Verify order details

Decision will be made based on internal review and evidence.

6. Refund Modes

Refunds will be processed through:

• Original payment method (UPI, card, wallet), or
• Qben wallet (if applicable)

7. Refund Timeline

• UPI / Wallet: 2-5 working days
• Debit/Credit Card / Bank: 5-7 working days

Delays may occur depending on banking systems.

8. Partial Refunds

In certain cases, partial refunds may be issued:

• Missing items
• Partial order issues
• Quality concerns for specific items

9. Delivery Charges

• Delivery charges are non-refundable unless:
  • Order is not delivered
  • Platform error occurs

10. Vendor Responsibility

Vendors are responsible for:

• Food quality
• Correct order preparation
• Packaging standards

Refund liability may be shared between Qben and the vendor based on the issue.

11. Fraud Prevention

Qben reserves the right to:

• Reject refund requests in case of suspicious activity
• Suspend accounts involved in repeated refund abuse
• Take legal action in case of fraud

12. Subscription & Vendor Charges (Important)

For vendors using Qben:

• Monthly subscription fees are non-refundable
• Marketing fees (7-8%) are charged based on usage
• No refund will be issued once services are activated

13. Force Majeure

Qben shall not be liable for refunds or cancellations due to:

• Natural disasters
• Government restrictions
• Network failures
• Uncontrollable external events

14. Policy Updates

Qben reserves the right to update this Policy at any time. Continued use of the platform implies acceptance of updated terms.

15. Contact & Support

For any refund or cancellation queries:

📧 Email: qbennow@gmail.com
📞 Phone: +919335810336