Refund & Cancellation Policy

Introduction & Our Fair Service Promise

At Dingit (https://getdingit.com/), we strive to ensure that every order, gift, and experience arrives on time and in perfect condition. We recognize that unforeseen circumstances may occasionally require you to cancel an order or seek a refund.

This Refund, Return, and Cancellation Policy clearly defines our terms for customer cancellations, damaged/missing merchandise, and the precise process through which refunds are credited back to your account in strict alignment with Reserve Bank of India (RBI) mandates and Cashfree Payments merchant guidelines.

Order Cancellation Guidelines

A. Ding Eats (Food, Beverage & Fresh Essentials)

Due to the perishable nature of freshly prepared culinary items and food orders:

• Free Cancellation Window: You may cancel your order free of charge within 60 seconds of placing the order, or at any time before the merchant partner has accepted and begun preparing your order.
• Post-Preparation Cancellation: Once a restaurant or kitchen partner has accepted and initiated food preparation, the order cannot be cancelled without a cancellation charge equal to the full order value, as the merchant has already incurred costs for ingredients and labor.
• Dispatched Orders: Orders that have been picked up and are in transit with a delivery executive cannot be cancelled.

B. Together (Curated Gifts, Flowers & Scheduled Experiences)

• Advance Notice Cancellation: Scheduled gifting hampers, flowers, or planned couple experiences can be cancelled up to 2 hours prior to the scheduled dispatch time for a 100% full refund.
• Customized / Personalized Merchandise: Items customized with personal names, photographs, or custom engravings cannot be cancelled once production has commenced.

Refund Eligibility Criteria

You are entitled to a full or partial refund in any of the following verified instances:

• Cancelled Orders: The order was successfully cancelled within the permitted cancellation window.
• Unfulfilled / Merchant Rejection: The merchant partner was unable to accept or prepare the order due to item stock-outs or kitchen closure.
• Severe Delivery Delays: Delivery was delayed by more than 60 minutes past the estimated delivery window due to factors solely attributable to Dingit or the merchant (excluding force majeure events, floods, civic unrest, or extreme weather).
• Damaged, Spilled, or Spoiled Goods: Items arrived significantly damaged, spilled, expired, or spoiled. (Please report within 2 hours of delivery with photographic evidence).
• Missing or Incorrect Items: A paid item was omitted from the delivery package, or an entirely incorrect item was delivered. A prorated refund for the missing/wrong item will be credited.
• Undelivered Orders: The delivery partner was unable to complete the delivery despite the customer providing accurate contact and address information.

Refund Timelines & Settlement to Source Account

Because online payments on Dingit are securely processed via Cashfree Payments India Private Limited, refunds follow standard banking gateway settlement cycles. The turnaround timeline varies slightly by payment method:

Note: "Business days" / "working days" exclude Sundays and national banking holidays. In the unlikely event you do not see the credit after 7 business days, please check with your issuing bank quoting the Cashfree Refund Reference ID (ARN / RRN) provided by Dingit support.

Payment Debited but Order Not Placed (Auto-Refund)

Occasionally, due to temporary internet disconnections, bank server timeouts, or payment gateway network glitches, money may be debited from your bank account or card while the Dingit app shows the order as failed or pending.

If your funds have not returned after 48 hours, simply email support@getdingit.com with your transaction date, amount, and bank transaction screenshot for immediate manual reconciliation.

Returns & Replacements

• Perishable Foods & Beverages: Given hygiene and food safety standards, cooked meals and perishable grocery items cannot be physically returned once accepted at the doorstep. In case of genuine defects (contamination, incorrect food, spillage), an immediate refund or redelivery replacement will be arranged.
• Physical Lifestyle & Non-Perishable Gifts: For Together gift hampers, gadgets, or accessories, customers have a 48-hour return window from the time of delivery if the product was received in damaged condition, physically defective, or different from the catalogue description. The item must be unused, in its original packaging with all tags intact.

How to Request a Cancellation or Refund

Requesting assistance is straightforward and quick:

1. In-App Support: Open the Dingit app > Navigate to Account > Orders > Select Order > Need Help / Report Issue.
2. Email Support: Send an email to support@getdingit.com with the subject line "Refund Request — Order #[Your Order ID]".
3. Attach Proof: For damaged or incorrect items, please attach clear photographs of the delivered package, food containers, and receipt within 2 hours of delivery.

Our customer resolution desk reviews and responds to all claims within 2 to 4 hours during operational hours.

Support & Escalation Contact

For urgent inquiries or unassisted refund requests, reach out directly to our customer operations team: