REFUND & CANCELLATION POLICY

Customer Cancellation

As a general rule Buyer shall not be entitled to cancel Order once placed.
If Buyer cancels his/her Order after placing it, Omni Ice Cream shall have a right to collect a penalty of 100% of the Order amount for breach of contract terms as a compensation for the damages suffered by Omni Ice Cream, with a right to not to refund the Order value in case Buyer’s Order is prepaid, to compensate the Franchisees and Delivery partners.

Non-Customer Cancellation

Omni Ice Cream reserves the right to collect a penalty for the Orders constrained to be cancelled by Omni Ice Cream for reasons not attributable to Omni Ice Cream, including but not limited to:

in the event if the address/location provided by Buyer is either wrong or falls outside the delivery zone
failure to contact Buyer by phone or email at the time of delivering the Order booking
failure to deliver Buyer Order due to lack of information, direction or authorization from Buyer at the time of delivery
in the event the Buyer refuses to accept the order as a result of melting of Ice Cream at the time of delivery due to reasons not attributable to Omni Ice Cream
in the unlikely event of an item in an Order being unavailable, Omni Ice Cream will contact the Buyer on the phone number provided to us at the time of placing the Order and inform Buyer of such unavailability. The team will suggest alternate options available of the same or upto 10% higher value to compensate the inconvenience to the buyer. Even after this if the Buyer is not satisfied to place an alternate order, in such an event Buyer will be entitled to cancel the entire Order and shall be entitled to a refund to an amount upto 100% of the Order value.

In case of cancellations for the reasons attributable to Omni Ice Cream or the Franchisee or Delivery partner, Omni Ice Cream shall not collect any penalty from the Buyer.

Cancellation policy for Omni Ice Cream

The Orders placed by Buyers using the Platform are non-cancellable and non-refundable except if refund is requested under the following conditions

If the Order could not be delivered within 12 (Twelve) hours;
If the Franchisee doesn't accept or cancels the Order due to reasons not attributable to Buyer, including but not limited to store being closed, non-availability of items, store cannot service online orders at that moment, store is overcrowded, etc.
If Omni Ice Cream cancels the Order due to reasons not attributable to Buyer, including but not limited to non-availability of delivery partner, etc.

Omni Ice Cream reserves the right to look into the cancellation request of the Buyer and determine if such cancellation request falls under the conditions mentioned above. If Omni Ice Cream is satisfied that the request and same fulfills any of the aforesaid conditions, then Omni Ice Cream shall process the cancellation request and refund amount to the Buyer.

Refunds

Buyer may be entitled to a refund for prepaid Orders. Omni Ice Cream retains the right to retain the penalty payable by the Buyer in Section I(2) from the amount refundable to him/her. The Buyer shall also be entitled to a refund of proportionate value in the event packaging of an item in an Order or the complete Order, is missing and the Buyer refuses to accept at the time of delivery for the said reason;
Buyer may be entitled to a refund upto 100% of the Order value if Delivery partner fails to deliver the Order due to a cause attributable to either Delivery partner or Omni Ice Cream, however such refunds will be assessed on a case to case basis by Omni Ice Cream.
Our decision on refunds shall be final and binding.
All refund amounts shall be credited to Buyer’s account as may be stipulated as per the payment mechanism of Buyer’s choice, the estimated timelines are detailed as below;

Process	Payment Method	Refund Source	TAT
Order Edit/ Cancellation/ Compensation/ Payment Failure	Net Banking	Source	5-7 Business Days
	Debit/Credit Cards	Source	4-7 Business Days
	UPI	Source	2-4 Business Days
	Wallets-Paytm	Source	2-4 Business Days