Refund & Cancellation Policy
How cancellations and refunds work on Migzo — last updated: 30 July 2026
This policy explains when an order can be cancelled, when you are entitled to a refund, and how refunds are processed. MIGZO (sole proprietorship of Sarita Rani Miglani) ("Migzo") operates an order-ahead self-pickup marketplace that connects you with independent restaurants — the restaurant is the seller of the food, and Migzo facilitates the order and payment. This policy applies to all orders placed through the Migzo app and forms part of our Terms of Service.
1. Cancelling an order
- On Migzo you pay online at the time of ordering, and the restaurant is asked to start on your order as soon as it confirms. Because of this, an order cannot be cancelled by you once your payment is completed.
- Until payment completes, nothing is final: if you abandon or cancel at the payment step, no order is placed. If money was debited but the payment did not complete, the amount is reversed automatically (see section 2).
- Please review your cart, the outlet, and the pickup time carefully before paying.
2. When you receive a full refund automatically
- The restaurant rejects your order (for example, an item is unavailable).
- The restaurant does not confirm your order within its confirmation window — the order is called off automatically and refunded in full.
- The restaurant cancels after accepting (for example, it runs out of an ingredient or has a kitchen failure).
- Your payment was charged but the order could not be placed — the stray charge is reversed automatically.
- You delete your account while an order is still awaiting the restaurant's confirmation — such orders are called off and refunded.
In each of these cases you do not need to do anything: the refund is initiated by the system and you are notified in the app.
3. Uncollected orders (no-shows)
An order that has been prepared and marked ready, but is never collected, is not refunded. The restaurant committed ingredients and labour to food made specifically for you, waited for you at the counter, and keeps the payment for it. The order is closed as "not collected" and a GST invoice is still issued.
If something outside your control stopped you from collecting an order, contact support@bookmigzo.com — genuine situations are reviewed on their merits.
4. Incorrect, missing, or defective orders
If the order you collected is incorrect, incomplete, or unfit to consume, tell the restaurant at the counter, or call them from your order screen in the app — they can fix most problems on the spot. If the restaurant does not resolve it, contact Migzo at support@bookmigzo.com within 24 hours of pickup with your order number. Migzo will review it and facilitate resolution with the restaurant, which may include a full or partial refund or a re-order, depending on what happened. Reporting promptly (with a photo where relevant) helps us resolve it quickly.
5. How refunds are processed
Approved refunds are returned to your original payment method through our payment gateway, Razorpay. Refunds are typically initiated immediately on approval and appear in your account within 5–7 business days, depending on your bank or UPI provider. Migzo does not charge any fee to process a refund.
6. Requests we may decline
To protect restaurants and honest customers, Migzo may decline a refund request that appears fraudulent, abusive, or in breach of our Terms of Service — for example repeated unfounded claims, or a claim made after the 24-hour window without good reason. Genuine issues are always honoured.
7. Need help?
Raise any refund issue in the app first — it is the fastest route. You can also reach our support team at support@bookmigzo.com. If your concern is not resolved to your satisfaction, you may escalate it to our Grievance Officer (see the Grievance Redressal page).