This policy explains when a food or grocery order placed on the ThapalaBox Platform can be cancelled, and when you are eligible for a refund. Because food is prepared fresh to order and groceries are picked and packed specifically for you, cancellation options are limited once a restaurant or store has accepted your order.
Your cancellation and refund eligibility for each order is shown to you on the Platform before you pay. Please review it at checkout. In particular, once a restaurant or store accepts your order, it generally cannot be cancelled and is charged in full.
This policy applies to food delivery and grocery delivery orders placed through the ThapalaBox website and mobile applications.
ThapalaBox is an intermediary that connects you with Merchants. Once a Merchant accepts your order, they begin preparing or packing it and incur real cost, so cancellation is restricted from that point.
How to cancel: Open the Platform → "My Orders" → select the order → "Cancel Order". The cancel option is available only while your order is still eligible for cancellation.
Sometimes an order cannot be fulfilled — for example, an item is out of stock, the Merchant is closed or at capacity, no Delivery Partner is available, or there is a technical or operational issue or an event beyond our control.
After delivery, a refund or replacement is available only for genuine issues, reported promptly with supporting evidence (photographs). Eligible issues include:
How to report: Raise the issue through the Platform or email admin@thapalabox.com within 24 hours of delivery, with photographs. After verifying the issue with you and the Merchant, we will provide a refund or a replacement at our reasonable discretion. Claims that cannot be verified, or that fall under Section 6, may be declined.
Approved refunds are issued to your original payment method (or ThapalaBox wallet, where available). Timelines depend on your bank or payment provider:
| Payment Method | Indicative Refund Timeline |
|---|---|
| UPI | 3–5 business days |
| Credit / Debit Card | 5–7 business days |
| Net Banking | 3–7 business days |
| ThapalaBox Wallet (where available) | 1–2 business days |
| Cash on Delivery (where available) | 7–10 business days (bank transfer) |
Eligible refunds are processed within the timelines required under the Consumer Protection (E-Commerce) Rules, 2020. You can track refund status in "My Orders" and will receive updates by app notification and/or SMS.
In line with the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020, we disclose the price (inclusive of all charges), the delivery timeline, and the cancellation and refund eligibility for your order before you pay. If you have a complaint, please contact our Grievance Officer:
Grievance Officer: Sai Vusirikapally, Grievance Officer
Email: admin@thapalabox.com
Phone: +91 7702613638
Acknowledgement: within 48 hours of receipt; resolution within the timelines required by law.
If your grievance is not resolved satisfactorily, you may also approach the National Consumer Helpline (1800-11-4000 / consumerhelpline.gov.in).
We may update this policy from time to time. The current version is always available on this page with a revised "Last Updated" date, and material changes will be notified through the Platform. Claims raised before a change takes effect are handled under the policy in force at that time.
Thapala Box Private Limited
2-110, Chintha Nekkonda, Parvathagiri, Warangal – 506122, Telangana, India
Document Version: 1.1 | Last Updated: July 8, 2026
Governing law: Consumer Protection Act, 2019, Consumer Protection (E-Commerce) Rules, 2020, and the Information Technology Act, 2000. In case of any conflict between this policy and applicable law, the applicable law prevails.