Effective Date: October 26, 2026
Company Name: Moziilo
App/Website: moziilo.com
Thank you for choosing Moziilo! We strive to deliver your favorite food hot and fresh. However, there may be times when you need to cancel an order or request a refund. This policy outlines our guidelines regarding cancellations and refunds.
By User:
You can cancel your food order within 60 seconds of placing it, or before the restaurant accepts the order, whichever is earlier, through the Moziilo app.
Once the restaurant has accepted the order and started food preparation, cancellations will not be allowed, and no refund will be provided.
By Moziilo / Restaurant:
Moziilo reserves the right to cancel any food order in situations such as:
Item unavailability at the restaurant.
Inaccurate delivery address or uncontactable customer.
Suspected fraud, violation of terms, or unforeseen operational issues (e.g., severe weather, safety hazards).
If Moziilo cancels your order, you will receive a 100% full refund.
You are eligible for a refund under the following circumstances:
Order Not Delivered: If your order fails to reach you due to reasons directly attributable to Moziilo or our delivery partner (excluding cases where you provided an incorrect delivery address or were unreachable).
Damaged, Defective, or Spilled Food: If the food packaging is severely damaged, spilled, tampered with, or if you receive spoiled/unfit food. (Note: Valid photo/video proof must be shared with our support team within 15 minutes of delivery).
Incorrect / Missing Items: If you received a completely wrong food item or if significant items were missing from your order.
No refunds or credits will be provided in the following cases:
If you provide the wrong delivery address, incorrect contact details, or are not available to receive the delivery upon arrival.
Minor issues with food taste, preference, or temperature (unless the food delivered is entirely different from what was ordered).
Cancellation requests made after the restaurant has started food preparation.
If you refuse delivery due to personal reasons unrelated to order quality or service failure.
Refund Method: Approved refunds will be credited back to your original mode of payment (UPI, Credit/Debit Card, Net Banking) or Moziilo Wallet, as per your preference.
Processing Time:
Moziilo Wallet: Instant (within a few minutes).
UPI / Bank Accounts / Cards: Typically processed within 5 to 7 working days, depending on your bank or payment gateway provider (Razorpay / PhonePe).
If you face any issues with your food order, please reach out to us immediately within 15 minutes of delivery:
In-App Support: Go to Profile > Help / Support > Select Order > Report Issue.
Email Support: support@moziilo.com
