Cancellation & Refund Policy

Catro (Innover Infotech) · Effective 2026-10-27

This policy covers every order placed on the Catro apps or on this website. It describes what the product actually does — the same rules the app applies when you press Cancel order.

1. Cancelling an order

• You can cancel an order from its order screen for 60 seconds after you place it. The app counts the seconds down, so the window never closes without you seeing it.
• Cancelling is free while the restaurant has not yet accepted the order. If it has already accepted, a cancellation fee of ₹30 is kept from the refund of a prepaid order, because the kitchen has started.
• After 60 seconds the order can no longer be cancelled from the app or this website. If something is wrong — a wrong address, the wrong restaurant — call us straight away on the numbers on our Contact page.
• Cash on delivery: nothing has been paid, so no cancellation fee is ever charged. An account that keeps cancelling orders restaurants have already accepted can lose Cash on delivery and will then need to pay online.
• Scheduled orders can be cancelled free of charge at any time until they are sent to the restaurant to cook.

2. When we cancel an order

You are refunded in full, with no fee, when:

• the restaurant declines your order, or does not answer it in time;
• no delivery partner can be found to carry it;
• the delivery cannot be completed — whatever the reason, you are not charged for food you did not receive;
• we cancel it for any other reason.

3. A problem with a delivered order

If something is missing, wrong, spilled or not as the menu described, tell us the same day — from Help on the order in the app, or on the numbers on our Contact page. Keep the packaging and a photo if you can. We look at every report; where the order was not delivered as described, we refund it or add Catro credit to your account.

4. How refunds are paid

• Money goes back to the original payment method — the same UPI account, card, net-banking account or wallet you paid with. We do not refund to a different account.
• We start the refund the moment the order is cancelled. Banks usually take 3 to 5 working days to show it in your account; that is the bank's timeline rather than ours.
• If you paid part of an order with Catro credit, that part comes back as credit, not as money. Credit is a discount on future orders — it is not cash and cannot be withdrawn or transferred.
• The order screen shows the refund and its progress. If a refund has not arrived after 7 working days, contact us with the order number.

5. Contact

Questions about a cancellation or a refund go to support@acatro.innovertech.com, or see every way to reach us on the Contact page.

See also the Terms of Service and the Shipping & Delivery Policy.