Cancellations & Refunds
When you get your money back, when you don't, and how refunds are processed.
Last updated: 8 July 2026
The short version
If a partner outlet cancels your order, you are refunded 100%, automatically. If you cancel, don't show up, or don't collect in time, your payment is not refundable. All refunds go back to your original payment method through Razorpay, normally within about 5–7 business days (subject to your bank's or payment provider's processing times, which are outside our control).
At a glance
| What happens | Refund |
|---|---|
| The partner outlet cancels: sold out, closed early, or unable to fulfil your bag | 100% refund, automatic |
| The food received was inedible or did not meet food-safety standards (please share photos when contacting us) | Refund or replacement, case by case |
| You cancel your own booking after paying | No refund |
| You don't collect your bag within the pickup window (no-show) | No refund |
| Payment was charged but your order didn't confirm (a technical/duplicate charge) | Full refund on contacting us |
Partner-initiated cancellations
Occasionally a partner outlet may run out of surplus, close earlier than expected, or otherwise be unable to fulfil a bag you have paid for. In that case we cancel your order and refund the full amount you paid, automatically, to your original payment method via Razorpay. You don't need to do anything; we'll also let you know in the app or on WhatsApp.
Quality or food-safety issues
If the food you received was genuinely inedible or did not meet food-safety standards, contact us as soon as possible with photos and your order details. We will review it and, where appropriate, issue a refund or arrange a replacement bag. As the food is produced by the partner outlet, we may coordinate with them on the outcome.
Customer-initiated cancellations & no-shows
Surprise Bags are perishable, limited and set aside for you the moment you pay. Once you've claimed one, that food is held back from other customers. For that reason, if you cancel your own booking after paying, or you do not collect your bag within the stated pickup window, your payment is forfeited and is not refundable. Please only claim a bag you're sure you can pick up. We do not offer refunds for change of mind or for dislike of the surprise contents.
Two things never cost you anything: cancelling an unpaid reservation while it's still on hold, and leaving a queue. A payment only exists once you complete checkout.
How refunds are processed
Where a refund is due, it is issued to the original payment method used for the order (UPI, card, net-banking, etc.) through Razorpay. Refunds are typically processed and reflected in your account within about 5–7 business days, though the exact time depends on your bank or payment provider and is outside our control. Refunds are always made in INR for the amount paid.
Something wrong with your bag?
If there is a genuine problem with an order (for example you were charged but never received a pickup code, or a bag could not be collected through no fault of your own), contact us as soon as possible and we'll look into it and refund where appropriate.
How to request a refund or raise an issue
Message us on WhatsApp at +91 75050 02117, email founders@tryreplate.com, or call +91 75050 02117 (Mon–Sat, 10:00 AM – 7:00 PM IST). Please include your name, the partner outlet, and the date of the order. Grievances are acknowledged within 48 hours and resolved within 15 days.