Refund & Cancellation Policy

Version 2026-08-04 — Last updated: 4 August 2026

1. Before You Pay — Nothing Is Charged

Nothing is charged until you complete payment. If you decide not to go ahead, simply do not pay — the order expires on its own, your slot is released, and no money moves.

After a stall accepts your request, you have 5 minutes to complete payment. If you do not pay within that window, the order expires automatically, your slot is released, and nothing is charged.

2. After You Pay — Cancellation Is Not Available

Once you have paid, you cannot cancel your order. The stall has already accepted your request and begun preparing your food. This rule is shown to you on the payment screen before you confirm payment.

If you have a genuine problem after paying — for example, a duplicate charge or a payment that went through after your order expired — use the "Report a payment issue" button inside the app on your order screen. Every ticket receives a response within the same day during college hours, and no later than 48 hours.

3. If the Vendor Rejects Your Order

Vendors review and accept orders before payment is taken. If a vendor rejects your request, no money is charged. You will see the vendor's reason and a message confirming that nothing was charged. Your order slot is released.

4. If the Vendor Cancels or Cannot Fulfil After Payment

If a vendor cancels a paid order — or if the system detects that the vendor accepted but has not progressed your order within a reasonable time — a full refund is initiated. You receive a notification with the reason and the refund reference. The refund covers the full amount you paid, including the platform fee.

If a stall closes mid-day in an emergency, all active paid orders are either fulfilled or refunded before the stall closes. You will be notified either way.

5. If You Do Not Collect Your Order (No-Show)

You will receive warnings at 10 minutes and 15 minutes after your order is marked ready. If you have not collected within 20 minutes of the ready notification, your order is marked as not collected. No refund is issued for a no-show. A no-show strike is recorded against your account.

Three no-shows within 30 days will temporarily restrict your ability to place orders. You will be told when the restriction lifts.

If you believe the no-show was not your fault — for example, the stall had already closed when you arrived — submit your reason within 24 hours and the stall may waive the strike. The money is not affected either way.

6. Refund Timeline and Where the Money Goes

Refunds are approved and paid manually by the PrepDine team. We will contact you to arrange the transfer and confirm where it should go. Once a refund is approved, we transfer it within 2–3 working days. How long it then takes to appear depends on your bank.

You will receive an in-app notification — and a push notification if you have enabled them — with the refund reference number when the refund is initiated.

7. How to Raise a Refund Request

Open the PrepDine app, go to your order history, tap the relevant order, and tap "Report a payment issue." Describe the problem briefly and submit. You will receive a response within the same day during college hours, and no later than 48 hours.

You can also email support@prepdine.com or call +91 94902 51635 with your order number (it looks like PD-1024).