Cancellation & Refund Policy
Last updated: 16 July 2026
This Cancellation & Refund Policy explains when customers can cancel orders, when refunds may be issued, and the expected refund process for orders placed through phunga.
1. Business Information
phunga is owned and operated by Eramdam Shoppe, registered under Udyam Registration No. UDYAM-MN-05-0037258.
Email: phungaccare@gmail.com
Phone: [UPDATE PHONE NUMBER]
Registered Address: [UPDATE REGISTERED ADDRESS], Imphal, Manipur, India
2. Order Cancellation by Customer
Customers may request cancellation through the app or customer support. Cancellation approval depends on the order status.
| Order Status | Cancellation Eligibility |
|---|---|
| Order placed but not accepted by vendor | Cancellation is generally allowed. |
| Vendor accepted / preparation started | Cancellation may not be allowed because food preparation has started. |
| Order completed / out for delivery / delivered | Cancellation is generally not allowed. |
3. Cancellation by phunga or Vendor
phunga or the vendor may cancel an order due to:
- Item unavailability.
- Vendor closure or operational issues.
- Delivery address outside serviceable area.
- Customer unreachable at the provided phone number.
- Incorrect or incomplete address.
- Payment failure, suspected fraud, or system error.
- Force majeure events such as heavy rain, road blockage, curfew, strikes, or restrictions.
4. Refund Eligibility
Refunds may be considered in the following cases:
- Payment was successful but the order was not confirmed.
- Order was cancelled before vendor acceptance.
- Vendor cancelled the order due to item unavailability or operational issue.
- Order was not delivered due to reasons attributable to phunga, vendor, or delivery partner.
- Wrong item, missing item, or significantly damaged/spoiled food was delivered, subject to verification.
- Duplicate payment was charged for the same order.
- Technical failure caused payment deduction without order creation.
5. Non-Refundable Cases
Refunds may not be provided in the following cases:
- Customer changes mind after the vendor has accepted or started preparing the order.
- Customer provided wrong address, wrong phone number, or was unavailable for delivery.
- Customer refuses delivery without valid reason.
- Food was delivered as ordered and no valid issue is reported within the required time.
- Complaint is made after unreasonable delay or without sufficient evidence where required.
- Customer misuse, fraudulent claim, or repeated abuse of refund/cancellation policy is detected.
6. Reporting Wrong, Missing, or Damaged Items
For wrong, missing, damaged, or quality-related issues, customers should contact support as soon as possible, preferably within 2 hours of delivery, with order ID, description of the issue, and photos where applicable.
Refund, replacement, coupon, or partial refund may be offered after verification depending on the nature of the issue.
7. Refund Method
- For online prepaid orders, eligible refunds will be initiated to the original payment method used for the transaction.
- For cash-on-delivery orders, refund or adjustment may be provided through coupon, wallet, bank transfer, or other method decided by phunga, subject to verification.
- Delivery charges, packaging charges, platform charges, or payment gateway charges may be non-refundable in certain cases unless the issue is attributable to phunga/vendor/delivery partner.
8. Refund Timeline
Once approved, refunds for online payments are usually initiated within 2–3 business days from our side. After initiation, the time taken for the amount to reflect in the customer’s bank account, card, UPI, or wallet depends on the payment method, payment gateway, and banking partner.
In general, refunds may take approximately 5–10 business days to reflect after being processed by the payment gateway/bank.
9. Failed or Pending Payments
If money is deducted but the order is not confirmed, please contact support with payment proof, order attempt details, date, time, amount, and transaction reference. If the payment is confirmed as successful but no order was created, an eligible refund will be initiated after verification.
10. Partial Refunds
Partial refunds may be issued for missing items, wrong items, discount errors, or partial service failure. The amount will be determined after verification of the complaint and order details.
11. Contact for Cancellation and Refund Support
Email: phunga@gmail.com
Phone: [UPDATE PHONE NUMBER]
Support Hours: [UPDATE SUPPORT HOURS]