This Refund Policy applies to all orders placed through the Swoop app for Shiv Krupa Restaurant Fastfood and Live Nasta (FSSAI Licence No. 20725022001531), located at P-2784, Block 121/122, Vadi Vistar, Devadh, Varachha Road, Surat, Gujarat – 394210.
1. No Refund Policy
We maintain a strict no-refund policy. Once an order is placed and payment is confirmed, no refund will be issued under any circumstances, including but not limited to:
- Change of mind after placing the order.
- Dissatisfaction with the taste or presentation of food.
- Incorrect address provided by the customer at the time of ordering.
- Customer unavailable at the delivery address during delivery.
- Delays caused by traffic, weather, or other external factors.
- Partial consumption of the delivered order.
2. Exception — Order Cancelled by the Restaurant or Swoop
If your order is cancelled by the restaurant or Swoop (e.g., item unavailability, no delivery partner, or a verified technical error), you are entitled to a full refund:
- Online payments (UPI / card / net banking): Refunded to your original payment source within 3–5 business days, depending on your bank or payment provider.
- Swoop Wallet payments: Credited back to your Swoop Wallet immediately.
You will be notified via the app when the cancellation is processed. If you do not receive your refund within 5 business days, contact us at support@justswoop.in.
3. Exception — Non-Delivery
If your order was never delivered due to a confirmed fault on our part (e.g., delivery partner error or system failure), please contact us within 2 hours of the expected delivery time with your order ID and we will investigate. Resolution may be offered as a credit to your Swoop Wallet at our sole discretion — cash refunds will not be issued for this scenario.
4. Swoop Wallet Credits
Swoop Wallet credits are non-transferable, non-encashable, and valid only for future orders on the Swoop platform.
5. No Chargebacks
By placing an order on Swoop, you agree not to initiate a chargeback or payment dispute with your bank or card issuer without first contacting us and allowing us a reasonable opportunity to resolve the issue. Fraudulent chargebacks will result in permanent account suspension.
6. Contact Us
For any queries regarding this policy, contact us at support@justswoop.in. We respond Monday to Saturday within 24–48 hours.