DownTown does not accept returns or exchanges. Food and grocery are perishable and cannot be resold once delivered. A refund is given only when you report a genuine problem within the time limit and prove it with evidence. This policy forms part of the DownTown Terms and Conditions. Terms not defined here have the meaning given there.
1. No returns or exchanges
1.1 Delivered food and grocery items cannot be returned or exchanged, for reasons of hygiene, food safety and perishability.
1.2 Do not hand any item back to Delivery Personnel after accepting the Order, unless DownTown support asks you to.
2. Cancellation by you
| Stage of Order | Can you cancel? | Refund |
|---|---|---|
| Before the Merchant accepts | Yes | 100% |
| After acceptance, before food preparation or grocery packing starts | Yes, via app or support | 100%, less any cancellation fee shown in the app |
| After preparation or packing has started | No | No refund |
| Out for delivery or delivered | No | No refund |
Any cancellation fee is shown in the app before you confirm cancellation. For cash-on-delivery Orders cancelled after preparation, the unpaid amount may be added to your next Order or COD may be disabled on your account.
3. Cancellation by the Merchant or DownTown
If the Merchant or DownTown cancels your Order for any reason (item unavailable, store closed, no delivery person, area not serviceable, payment error, suspected fraud), you receive a 100% refund of the amount paid. No fee is charged to you.
4. When you can claim a refund
You may claim a full or partial refund only for these problems:
- Wrong item or wrong Order delivered.
- Missing item(s).
- Vegetarian Order received with non-vegetarian food, or the reverse.
- Food spilled, leaked or damaged in transit.
- Seal broken or package tampered with at delivery.
- Foreign object in food (hair, insect, plastic, stone, etc.).
- Food stale, spoiled, undercooked or unfit to eat.
- Grocery item expired, rotten, damaged or short in weight beyond reasonable variation.
- Order charged but never delivered.
5. How to claim
5.1 Go to Orders → Help in the app, or contact support at support@mydowntown.in or WhatsApp +91 73490 59409.
5.2 Report within these time limits:
| Item | Report within |
|---|---|
| Cooked food | 60 minutes of delivery |
| Fresh grocery (vegetables, fruits, dairy, meat, fish) | 6 hours of delivery |
| Packaged grocery | 48 hours of delivery |
| Not delivered, money debited | 7 days of Order |
5.3 Give clear evidence: photos or video of the item, the packaging, the seal and the bill or label. For veg / non-veg mix-ups, foreign objects and spoilage, a photo is mandatory.
5.4 Keep the item and packaging until the claim is closed. DownTown or the Merchant may ask to inspect or collect it.
5.5 Claims made after the time limit, or without evidence, will not be accepted.
6. When no refund is given
- Taste, spice level, portion size or personal preference, where the food matches the menu description.
- Delay in delivery, where the Order was delivered.
- Wrong or incomplete address, or you were not reachable at delivery.
- Order refused at the door without a valid reason.
- Food mostly or fully eaten before reporting the problem.
- Allergies or dietary needs not told to the Merchant in the Order instructions.
- Evidence that is unclear, edited, reused, or from another Order.
- Change of mind after preparation or packing started.
7. Who pays the refund
7.1 Food and goods are prepared, packed and sold by the Merchant. When a refund is approved for a problem caused by the Merchant (items listed in Section 4, points 1, 2, 3, 6, 7 and 8), the refund amount is recovered from the Merchant's settlement, as per DownTown's agreement with the Merchant.
7.2 This recovery happens between DownTown and the Merchant. It does not delay your refund.
7.3 Refunds approved for problems in delivery are handled by DownTown.
7.4 DownTown's decision on a refund claim, made after reviewing the evidence, is final for the purposes of the Platform. This does not affect your statutory rights.
8. Refund method and timelines
| Payment method | Refund goes to | Time |
|---|---|---|
| UPI / card / net banking | Original payment source | Within 7 days of approval |
| DownTown wallet | Wallet | Instant after approval |
| Cash on delivery | Wallet, or UPI on request | Wallet instant; UPI within 7 days |
Every approved refund is processed within 7 days. You may choose wallet credit for a faster refund. Any further delay by your bank or payment provider is outside DownTown's control.
9. Services and DownTown Homes
9.1 DownTown lists Service Providers and properties free of charge and takes no money from you for them. Payments for services and property transactions are made directly between you and the Service Provider or Property Lister. DownTown does not collect these amounts and cannot refund them.
9.2 Refunds of service charges, tokens, advances, booking amounts, rent or deposits must be claimed from the Service Provider or Property Lister directly.
10. Fraud and misuse
DownTown tracks refund patterns. Repeated, false or exaggerated claims may lead to rejection of claims, removal of cash on delivery, forfeiture of wallet balance, account suspension and recovery of amounts wrongly refunded.
11. Contact
Support: support@mydowntown.in · Phone / WhatsApp: +91 73490 59409
Grievance Officer: Raghavendra Naik, EMERGENT Building, Sirsi, Karnataka, support@mydowntown.in, +91 73490 59409. Complaints are acknowledged within 48 hours and resolved within one month.