Effective Date: 28-09-2025
Last Updated: 30-09-2025
The Refund Policy is from Phacolite Prolific Private Limited ("Meal Mover", “Company,” “we,” “our,” or “us”) which values the trust you place in us when you use our mobile application, website, and services (collectively, the “Platform”).
This Refund Policy explains Meal Mover’s approach to cancellations, returns, refunds, credits, and related remedies across services — food & beverage, grocery, pharmacy, e-commerce, and parcel delivery (intra-city & intercity).
It clarifies when refunds are available, how to request them, timeframes, and escalation steps.
Customer-first but realistic: We resolve genuine refund requests quickly and fairly while preventing abuse.
Partner-driven: Many orders involve third-party vendors, so refund outcomes may need partner confirmation.
Evidence-based: Refunds need valid proof (order ID, photos, delivery confirmation, prescription, etc.).
Transparent: Adjustments (due to offers, taxes, fees) will be clearly explained in-app.
In-App (Preferred): Go to the order → “Help” / “Report an issue” → attach photos/docs.
Email: Send order ID, description, and evidence to info@localkonnect.com
Chat/Phone: Use in-app helpline for urgent issues.
Grievance Officer: Escalate unresolved issues to the officer (details below).
When submitting, include order ID, delivery date/time, clear photos, and your preferred remedy (refund/replacement).
Complaint acknowledgement: 24–48 hours
Initial partner response: 3–7 business days
Complex parcel claims: Up to 30 days
Refund initiation (after resolution): 48–72 hours
Fund reflection:
Wallet Credit: Instant–72 hrs
UPI/Net Banking: 1–5 days
Card Refund: 5–14 days
COD Refund (bank): 3–10 days
Actual durations depend on banks/payment gateways.
Report issues within 24 hours.
Possible remedies: replacement, wallet credit, or partial/full refund.
Food is perishable, so returns aren’t accepted.
Example: Missing ₹150 item → ₹150 refund or credit.
Perishables: Report quality/spoilage within 24 hours (photo required).
Packaged goods: Report defects within 7 days; must be unused.
Refund issued after vendor verification.
Prescription meds: Non-returnable except if wrong/expired/contaminated.
OTC/Devices: Returnable within 7 days if unopened and unused.
Example: Wrong medicine per prescription → Full refund/replacement.
Return windows: 7–15 days (depends on category).
Hygiene/personal care items non-returnable.
Refund post quality check.
Manufacturer warranty claims handled as per OEM policy.
Lost parcel: Report within 72 hrs.
Damaged: Report within 48–72 hrs (with photos).
Compensation: Limited to declared/insured value.
User-Initiated:
Before prep/dispatch → full refund.
After dispatch → partial or no refund.
Food orders: non-refundable once cooking begins.
Partner/Platform-Initiated:
If cancelled by Meal Mover/partner → full refund or wallet credit.
COD Refusals: May attract return/redelivery fees.
Refunded amount = actual paid value (after discounts).
Vouchers may be reinstated based on terms.
Taxes refunded as per laws.
Delivery/Convenience Fees: May not be refunded if service already rendered.
Prefer refund to original payment method.
Wallet credit offered for faster resolution.
COD refunds go to verified bank/wallet accounts.
Third-party wallet timings vary.
Proof: Photos, order ID, timestamps, delivery partner info.
We may verify with partners/riders before approval.
Refunds can be withheld during investigations.
Fraudulent claims may lead to account suspension or legal action.
Non-refundable items (unless defective):
Prescription medicines
Intimate/hygiene products
Perishables after reporting window
Digital goods/open software
Refunds limited if restricted by regulation.
Replacement preferred over refund (for wrong/damaged items).
If customer error (wrong address), re-delivery fees may apply.
Subscription cancellations per plan terms.
Refunds may be pro-rated or non-refundable.
Refund records stored per legal requirements.
Refund invoices available in your app order history.
Step 1: In-app support
Step 2: Escalate via email
Step 3: Grievance Officer — info@localkonnect.com
Step 4: External legal remedies (Consumer Forum/Court)
Contact: info@localkonnect.com
Policy may be revised periodically. Updates shared via app/email. Continued use implies consent.
Q: I paid ₹1,000 — when will refund show?
A: 48–72 hrs for initiation; 5–14 days for bank credit.
Q: My grocery was spoiled.
A: Report within 24 hrs → replacement or refund.
Q: Wrong medicine delivered?
A: Report immediately → refund or replacement.
Q: Lost parcel?
A: File claim within 72 hrs → compensation per declared value.
Meal Mover aims to remain fair, transparent, and customer-focused while preventing misuse. Exceptional cases will be handled reasonably and in good faith.
