Refund & Cancellation Policy
Effective 1 September 2026. This policy explains cancellations and refunds for both our corporate service engagements and the employee ordering platform.
1. Corporate catering, cafeteria & event engagements
Cancellation notice periods, advance/deposit amounts, and refund conditions for cafeteria, cloud kitchen, and event engagements are set out in the specific proposal or service agreement signed with each client. Generally: advances for confirmed events are refundable only if cancellation is notified within the window stated in that agreement; costs already committed on your behalf (ingredients procured, staff rostered) by the time of cancellation are non-refundable. Please refer to your signed agreement or contact us directly for engagement-specific terms.
2. Employee ordering platform (order.roycefood.in) — cancellations
An order placed on the ordering platform can be cancelled free of charge only while it is still in "Placed"/"Confirmed" status, before kitchen preparation has started. Once an order moves to "Preparing", it can no longer be cancelled, as ingredients have already been committed and cooking has begun.
To cancel an eligible order, use the "Cancel order" option in your order history, or contact the site's cafeteria staff directly.
3. Employee ordering platform — refunds
If an order is cancelled while still eligible under section 2, any online payment already made is refunded in full to the original payment method.
If you receive a wrong, incomplete, or quality-affected order, report it to the site's cafeteria staff within 2 hours of collection. Verified issues are resolved by a replacement item or a full refund of that order, at your choice.
If an online payment is deducted but the order is not confirmed on our system (a failed or duplicate payment), report it to hello@roycefood.in with your order token and payment reference — we will verify with our payment gateway partner and refund any amount not matched to a valid order.
Approved refunds for online payments are credited back to the original payment method within 5-7 business days, depending on your bank or card network. Cash and corporate-benefit payments are settled directly at the counter or against your benefit ledger, generally the same day.
4. How to reach us
For any cancellation, refund, or order-issue query, contact us at hello@roycefood.in or call +91-9740803753 / +91-9845406933.