Refund Policy

Frutta Services Private Limited

Frutta Services Private Limited is committed to offering reliable and high-quality food, snack, and beverage experiences to our valued corporate clients. As a multi-vendor aggregator, our role involves seamless coordination between our clients and 300+ trusted vendor partners across the city. This refund policy outlines the circumstances under which refunds are applicable, the processes involved, and the terms governing each scenario.

1. Scope of the Policy

This policy covers:

Orders placed for packaged snacks, live counters, beverages, and combo meals.

Cancellations initiated by either the client or the vendor.

Service disruptions due to quality concerns, delivery delays, or operational failures.

Situations where the delivered order does not align with the agreed scope of service.

2. Order Classification

For clarity, orders may fall under one of the following categories:

Pre-Scheduled Orders (ordered 24 hours or more in advance)
Same-Day Requests
Recurring Corporate Orders (weekly/monthly fixed menus)
Customized or Themed Events (involving décor, live counters, or curated experiences)

Each category may have varying refund eligibility criteria depending on the level of customization and vendor readiness.

3. Eligibility for Refunds

Refunds may be issued under the following detailed conditions:

A. Client-Initiated Cancellations

● Pre-Scheduled Orders:

Cancellation ≥24 hours before delivery: 100% refund

Cancellation within 12-24 hours: Up to 50% refund (subject to vendor costs)

Cancellation <12 hours: No refund, except in critical emergencies approved by KAM

● Same-Day Orders:

Once confirmed and in process, these are non-refundable due to time-sensitive production and dispatch.

●Recurring Orders:

Clients must provide a minimum of 72 hours’ notice to cancel future cycles. Any shorter notice may incur a cancellation charge up to 100% of the order value for that cycle.

B. Vendor-Initiated Cancellations

Alternate arrangement will be provided through another vendor or reschedule.
If the alternate is not acceptable or feasible, a full refund is issued.
Frutta will notify the client within 2 hours of learning about the vendor cancellation.

C. Product Quality Concerns

Refunds or replacements are considered valid when:

Delivered food is spoiled, undercooked, not fit for consumption, contaminated, or significantly different from the confirmed menu.

Photographic/video evidence is submitted within 2 hours of delivery.

Affected items are at least 10% of the total order value or volume.

Quality assessments will be conducted in consultation with:

The supplying vendor

The in-house quality assurance team

Logistics and temperature control logs (if applicable)

D. Quantity Discrepancy

If the delivered quantity is less than 90% of the confirmed order, and:

The discrepancy is acknowledged by the vendor/franchise

There is a confirmed shortage and no prior communication from Frutta

Shortages are not due to delayed on-site consumption or client handling errors

A proportional refund or immediate replacement will be processed.

E. Delayed or Failed Deliveries

Delay of >60 minutes: Eligible for up to 25% refund depending on the impact.

Delay of >90 minutes or missed delivery window for event-based service: Up to 100% refund, subject to severity and documentation.

No delivery or logistics failure from Frutta: Full refund guaranteed.

4. Refund Processing Timelines

Once a refund is approved:

Mode of Payment Refund Timeframe

UPI/Net Banking/Card 5–7 business days

NEFT/IMPS 3–5 business days

Wallet or Credit Note Within 48 hours

Clients opting for a credit note can utilize it for future orders within 90 calendar days.

Refund confirmations will be shared via email/SMS with tracking details.

5. Exclusions & Non-Refundable Cases

Refunds will not be issued for the following:

Change in personal preferences (e.g., taste, spice level)

Inaccurate delivery details provided by client (address/contact person)

Failure to receive delivery due to client site access restrictions or no person available at location

Leftover food post-event unless quality issue is reported

Delays caused by force majeure: extreme weather, protests, accidents, strikes, or government-mandated disruptions

Event-specific customizations such as decor, branded packaging, or entertainment add-ons with committed vendor contracts

6. Escalation & Dispute Resolution

If you believe a refund decision was unfair or inaccurate, Frutta provides a structured dispute resolution process:

Raise a dispute with your Key Account Manager (KAM) or email us at [email protected]
Include order ID, nature of issue, delivery partner (if any), evidence, and any communication logs
Our Quality and Vendor Management Team will review and respond within 3 business days

Decisions will be made based on:

Delivery logs & time stamps

Vendor explanations

Product condition at time of consumption

Industry best practices

7. Contact for Support