Refund & Cancellation Policy

1. Order Cancellation

At Food On Track, we understand that journey plans can change dynamically due to Indian Railways scheduling updates. You can request cancellations through our platform based on the following milestones:

• Standard Train Meal Orders: Cancellation requests are accepted up to 2 hours prior to the scheduled or real-time revised arrival tracking status of the train at your selected delivery station.
• Pre-cooked / Regional Specialty Meals: For certain special dietary menus or custom items, cancellation parameters require a minimum of 4 hours advance notice.
• Bulk Food Orders (Group Travel): Group travel arrangements, school tours, wedding parties, or corporate travel meal packages must be cancelled at least 24 hours prior to the scheduled delivery execution window to be eligible for a refund.

2. Refund Eligibility & Train Delay Rules

Refund actions are automatically authorized or calculated based on the timing metrics of your request and running tracking attributes:

• 100% Fail-Safe Refund: Fully initiated if the meal cannot be delivered due to active technical glitches, vendor kitchen failures, train route diversions bypassing the station, or extreme train delays extending past operational kitchen hours (6 AM to 10 PM).
• Standard Full Refund: Provided for manual cancellations initiated by passengers outside the standard 2-hour preparation block.
• No Refund: If a cancellation intent is requested within 2 hours of arrival, or if the customer remains completely unreachable directly at their coach/berth during the train halt duration.
• Train Delay Adjustments: If a train is running late but delivery remains fully feasible within restaurant operating windows, no refund is granted for the delay itself. Our smart preparation system adjusts dynamically to provide fresh food matching your train's live, updated arrival time.

3. Non-Refundable Scenarios

Food On Track cannot process refund requests or returns under the following user-end criteria:

• Incorrect 10-digit PNR record, faulty train selection, or incorrect Coach/Berth inputs provided during checkout.
• Passenger not present inside the compartment berth when the delivery rider accesses the coach during the official station halt window.
• The contact mobile number shared during booking is switched off, out of network coverage, or systematically unreachable at the time of delivery coordination.
• Cancellation requests forwarded after our restaurant partner has finalized meal preparation and dispatched the tracking rider to the station platforms.

4. Refund Process & Timelines

Once a reversal claim satisfies verification criteria, the transaction is processed back through the original online payment secure token by YatriRestro's financial desk:

• Processing Window: Refund files are validated and pushed to banking servers within 24 to 48 operational hours.
• Credit Timeline: Depending on specific banking systems, settlement credits may require 3 to 7 working days to reflect in your bank account statement.
• Digital Wallets & UPI: Transactions processed via UPI channels or integrated online wallets usually manifest significantly faster.

5. Payment Failures

In situations where a connection drop occurs, causing an amount to be debited while the system fails to deliver a booking confirmation page, banking servers generally flag an auto-refund within 5 working days. If the transaction remains unsettled, forward your payment gateway transaction reference ID to our helpline team.