(Effective Date: 01/09/2025)
At Saudafy, we are committed to delivering the best quality food and groceries to your doorstep.
However, if your order is incorrect, incomplete, damaged, or unsatisfactory, we have a clear, transparent, and customer-friendly Refund & Replacement Policy.
This policy applies to all food and grocery orders placed via the Saudafy app or website.
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Scope & Applicability
This policy covers:
Food orders from restaurants and cloud kitchens
Grocery orders, including fresh produce, dairy, packaged items, and daily essentials
Orders placed via the Saudafy mobile app and website
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Refund & Replacement Eligibility
Scenario Refund / Replacement Options Who Bears the Cost Proof Required
Missing Items Full Refund / Partial Refund / Coupon Vendor Customer photo + rider pickup photo
Wrong Items Delivered Full Refund / Replacement / Coupon Vendor Customer photo + app logs
Stale / Spoiled / Expired Food Full Refund / Coupon Vendor Live photo + complaint
Damaged Grocery Items Full Refund / Replacement / Coupon Vendor / Saudafy Live photo + rider packaging proof
Expired / Wrong Packaged Goods Full Refund / Replacement Vendor Product photo + batch details
Food Damaged During Delivery Full Refund / Coupon Saudafy Rider photo + GPS logs
Delivery Delay > 30 mins (Food) Partial Refund / Coupon Saudafy GPS tracking proof
Customer Provided Wrong Address No Refund None App logs
Customer Cancels After Preparation / Packing No Refund None Kitchen / packing status proof
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Types of Refunds
Saudafy offers three flexible refund options:
A. Full Refund
Applicable when the entire order is undelivered, incorrect, expired, or damaged.
Refund is processed to the original payment source (credit/debit card, UPI, wallet, or net banking).
B. Partial Refund
Applicable when only a part of the order (few items) is missing, damaged, or incorrect.
Refund is calculated based on the value of the affected items.
C. Coupons / Saudafy Credits
Customers can opt for Saudafy Wallet Credits or discount coupons instead of refunds.
Credits are instant and can be used on future orders.
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Refund & Replacement Process
Step 1 — Raise a Request
Customers can request a refund, replacement, or coupon directly via the Saudafy app or website.
Complaints must be raised:
Within 2 hours of delivery for food orders
Within 24 hours of delivery for grocery orders
Step 2 — Submit Proof
Customers must upload live photos/videos of:
Delivered items
Damaged packaging (if applicable)
Delivery partners must upload sealed package photos during pickup.
Vendors may be requested to provide kitchen prep or packing photos when required.
Step 3 — Verification & Approval
The Saudafy Quality Team verifies:
Photos/videos submitted
Delivery tracking & GPS logs
App activity and vendor preparation status
Step 4 — Refund / Replacement Settlement
Vendor-responsible issues → Saudafy refunds/replaces, amount deducted from vendor payout.
Saudafy/delivery partner issues → Saudafy refunds/replaces and bears the cost.
Customer-responsible issues → Refund requests are rejected.
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Refund Timelines
Payment Method Refund Timeline
UPI / Wallet 1-3 working days
Credit / Debit Card 3-7 working days
Net Banking 3-5 working days
Saudafy Wallet Credits Instant
Note: Refund timelines depend on your payment provider or bank. Saudafy initiates refunds immediately after approval.
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Non-Returnable & No-Refund Scenarios
Certain items cannot be returned, refunded, or replaced:
Opened perishable food items (e.g., cooked meals, dairy, bakery)
Personal taste preferences (e.g., “I didn’t like the taste”)
Grocery items opened/consumed after delivery
Complaints raised after 2 hours (food) or 24 hours (grocery)
Wrong address provided or customer unavailable to receive the order
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Fraud Prevention & Abuse Control
Saudafy uses AI-based image and data verification to detect fraudulent claims.
Customers submitting fake or repeated invalid claims may be blacklisted.
In cases of invalid complaints, vendors are not charged.
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Saudafy is committed to providing high-quality food and groceries with fair, transparent, and customer-first policies.
By placing an order on Saudafy, you agree to this Refund & Replacement Policy.
If you face any issue with your order, please contact our support team:
For any refund, replacement, or coupon-related queries:
admin@saudafy.com
+91-8447738554
