Refund, Replacement & Cancellation Terms

1. A refund or replacement request (in-case of no show of the candidate) should be initiated by the restaurant within 2 days from the date of scheduled interview for the profile based model , by calling the customer support on +91-7022409237 or sending an email at [email protected]. All refunds will be processed directly by the Manpower Agency to the Restaurants.
2. A refund or replacement will be initiated for the following cases in the manner as follows:
   a. For the Interview based model:
   1. If the Restaurant wants to cancel the interviews after giving approval for sample profile and before scheduling of the first interview, only 50% of the amount charged would be refunded by the Manpower Agency. No refund will be given for cancellation post first interview being scheduled by the Manpower Agency.
   2. In case the Manpower Agency finds all the profiles as requested by the Restaurant -
      (Suppose, the Restaurant requests for 6 profiles and the Manpower Agency is able to find all 6 suitable profiles):
      1. If the candidate does not appear for the interview even after the Manpower Agency has (re) scheduled the interview upto a maximum of two times, the Manpower Agency would refund 50% of the amount received by the Manpower Agency for that profile.
      (Suppose, a restaurant requests for a bundle of 5 profiles of head chef in salary segment less than 5 lakh and pays INR 5000, but 2 suitable candidates out of 5 do not show up even after repeated scheduling of interviews, then refund will be initiated for an amount of INR (5000/5)*2*0.5 = Rs 1000 to the Restaurant).
   3. In case the Manpower Agency couldn’t find all the profiles as requested by the Restaurant -
      (Suppose, the Restaurant requests for 6 profiles and the Manpower Agency is able to find only 3 suitable candidates):
      1. The Manpower Agency shall refund the amount only for the number of candidates that the Manpower Agency couldn’t find within the turnaround time for particular profile.
      (Suppose, the Restaurant requests for a bundle of 5 profiles of head chef in salary segment less than 5 lakh and pays INR 5000, but the Manpower Agency was unable to find 2 suitable candidates out of 5, then refund will be made of an amount of INR (5000/5)*2 = Rs 2000 to the Restaurant).
   b. For the Conversion based model:
   
   i. If the candidate leaves within 90 days of hiring
   (This will be only applicable if the restaurant has chosen the 20 day Salary model with Replacement Guarantee)
   1. Replacement policy : If the first candidate hired leaves voluntarily within a duration of 90 days, the Manpower Agency will have to schedule a maximum of 3 replacement interviews within a span of one month (30 days). If a candidate gets hired by the Restaurant successfully, no additional fee will be charged to the Restaurant for replacement. If the Manpower Agency is unable to schedule 3 replacement interviews during this one month (30 days), it will refund back 100% of the salary collected at the time of first hire. However, if the Manpower Agency successfully sends three candidates for the interview (meeting the similarity criteria) and the restaurant rejects all three candidates, no refund will be processed to the restaurant and no more interviews will be lined up. This policy holds only if the Restaurant has opted for the replacement guarantee against 20 day salary payment model.
   2. This 90 day replacement policy holds from the joining of first hire and only in-case where the candidate leaves the job voluntarily.
   ii. In case the restaurant has chosen the 15 day Salary with No Replacement guarantee, no refunds will be processed in case the candidate which was initially hired, leaves.
   iii. If the candidate does not show up even after the interview is scheduled by the Manpower Agency
   1. The Manpower Agency will reschedule the intervie w within 4 days of the interview previously scheduled.
   2. The rescheduling should be done maximum up to 2 times before this request is revoked and thereafter, the Restaurant will have to make a new request.
   iv. If the Restaurant wishes to cancel the request for conversion based model before any interview is scheduled, the upfront fee of INR 500 which was paid by the Restaurant for availing this service will not be refunded.
3. For refunds, the amount shall be credited back to the source account within 7 days of the approval of the refund request.

Refund and Replacement:
A refund or replacement, request should be initiated within 5 days from the date of scheduled delivery, by sending us an email at [email protected].

1. A refund or replacement will be initiated for the following cases:
   1. Quality issues: If the buyer receives the product in a damaged condition during the time of delivery. The buyer needs to raise the issue with the delivery personnel at the time of the delivery and any delayed notification will be reviewed by the Swiggy team before the return request can be processed.
   2. Quantity mismatch: If the buyer receives a different quantity from what was ordered at the time of delivery, the customer must raise the issue with the delivery personnel immediately and should be written on the delivery challan. If the payment was already made for the order, a refund will be processed within 7 working days into the buyer’s accounts as per the damages
   3. Items not as per description: If the buyer receives a different product from what was order the customer must raise the issue with the delivery personnel immediately and written on the delivery challan. If the payment was already made for the order, a refund will be processed within 7 working days into the buyer’s accounts as per the damages
2. For refunds, the amount will be credited back within 7 days of pickup confirmation.
3. No returns will be accepted if the orders remains unsold
4. For replacements, the new delivery will be made as per SLA policy.

Cancellation terms:

If the restaurant wants to cancel its order, it will be charged some penalty as per following:

1. If buyer request for cancellation within 6 hrs of placing order, only 90% of the charged amount will be refunded.
2. If buyer request for cancellation after 6 hrs of placing order, only 50% of the charged amount will be refunded.

Note: Once delivered no refund will be given to buyer.

Payment terms for buyers:

1. Online payments
   1. Can use any online payment method (card, netbanking, UPI, etc)
   2. Can use NEFT, Swiggy will send the account details to the buyer
   3. Can use any payment wallets

Note:
1) The Merchant shall be responsible to fulfill its obligations specified in the Refund, Replacement & Cancellation Terms mentioned above.
2) The Merchant shall be responsible to refund the amounts only to the extent of the fee received by them for provision of services to the Restaurants.

Refund terms for Seller
1) Post confirmation from Swiggy, seller will have to arrange pickup of requested items within 7 days.
2) For replacements, seller will have to arrange the same within 2 days of pickup.
3) For refunds, seller will not receive any payment from Swiggy. If the payment is already processed, the same will be adjusted in next month’s payment cycle
4) For replacement, seller will receive payment as per payment terms with new delivery date.