Cancellations and Refunds

Please refer to the Cancellation and Refund Policy for cancellation and refunds terms in relation to usage of the Platform for availing Services.

Terms of service

  1. The Buyer agrees and acknowledges that Lazaro shall not be responsible for:
    1.1 The services or goods provided by the Merchants including but not limited to serving of food Orders suiting your requirements and taste;
    1.2 The Merchant’s services or goods, or services provided by PDPs not being up to Buyer expectations or leading to any loss, harm or damage to him/her;
    1.3 The availability or unavailability of certain items on the menu;
    1.4 The Merchant serving the incorrect Orders; or
    1.5 Product liability of goods provided by Merchants.
  2. The details of the menu and price list available on the Platform with respect to restaurant services, goods or any other services are based on the information provided by the Merchants and Lazaro shall not be responsible for any change or cancellation or unavailability.
  3. Buyers and Merchants agree and acknowledge that Lazaro is not responsible for any liability arising out of delivery services provided by PDP to them.
  4. Buyers may not be able to avail Services if their delivery location is outside Lazaro’s current scope of Service. Lazaro will keep the Buyer informed of the same at the time of confirming his/her Order booking.
  5. Buyer understands that delivery time quoted at the time of confirming the Order is an approximate estimate and may vary based on the information obtained from PDPs and Merchants. Lazaro will not be responsible for any delay in the delivery of an Order.
  6. Buyer understands that there are certain Merchants who undertake delivery of their goods and services to the Buyer and the Merchant may charge the Buyer for such service. Lazaro exercises no control on such delivery services and same shall be under the control of Merchant alone and hence all or any disputes arising out of such delivery services shall be between Buyer and Merchant alone. Lazaro shall not be responsible for such delivery services and assumes no liability for disputes arising out of the same.
  7. Buyer’s Order will be only delivered to the address designated by him/her at the time of placing the Order on the Platform. Buyer’s Order will be cancelled in the event of any change of the address as informed by the PDP and Buyer shall not be entitled to any refund for the same. Delivery of goods and services in the event of change of the delivery location shall be subject to acceptance by the PDP or sole discretion of Lazaro.
  8. The Buyer shall undertake to provide adequate directions, information and authorisations to accept delivery. In the event of no delivery due to any act or omission attributable to Buyer, the goods or services shall be deemed to have been delivered to the Buyer and all risk and responsibility in relation thereto shall pass to the Buyer without being entitled to any refund.
  9. The Buyer understands that Lazaro’s (including Merchant’s and PDP’s) liability ends once Order has been delivered to him/her, except where the product liability of the Merchant subsists. 
  10. Services provided:
    10.1 You agree and acknowledge that Lazaro shall be liable in the event you have failed to adhere to the Terms of Use.
    10.2 Buyer shall be required to provide credit or debit card details to the approved payment gateways while making the payment on the Platform. In this regard, Buyer agrees to provide correct and accurate credit/ debit card details to the approved payment gateways for availing the Services. Buyer shall not use the credit/ debit card which is not lawfully owned by Buyer, i.e., in any transaction, Buyer must use his/her own credit/ debit card. The information provided by the Buyer will not be utilized or shared with any third party unless required in relation to fraud verifications or by law, regulation or court order. Buyer shall be solely responsible for the security and confidentiality of his/her credit/ debit card details. We expressly disclaim all liabilities that may arise as a consequence of any unauthorized use of your credit/ debit card.
  11. Lazaro does not offer any refunds against goods or services already purchased from a Merchant or PDP through the Platform unless an error that is directly attributable to Lazaro has occurred during the purchase of such product or services.
  12. We constantly strive to provide you with accurate information on the Platform. However, in the event of an error, we may, in our sole discretion, contact you with further instructions.
  13. If you use the Platform, you do the same at your own risk.
  14. Buyer agrees that the Services shall be provided through the Platform only during the working hours of the relevant Merchants and PDPs.

Cancellation and refund policy for Order Later:

  1. You acknowledge that (1) your cancellation, or attempted or purported cancellation of an Order or (2) cancellation due to reasons not attributable to Lazaro, that is, in the event you provide incorrect particulars, contact number, delivery address etc., or that you were unresponsive, not reachable or unavailable for fulfilment of the services offered to you, shall amount to breach of your unconditional and irrevocable authorization in favour of Lazaro to place that Order against the Restaurant Partners/Store(s) on your behalf (“Authorization Breach”). In the event you commit an Authorization Breach, you shall be liable to pay the liquidated damages of an amount equivalent to the Order Value. You hereby authorize Lazaro to deduct or collect the amount payable as liquidated damages through such means as Lazaro may determine in its discretion, including without limitation, by deducting such amount from any payment made towards your next Order.
  2. There may be cases where Lazaro is either unable to accept your order or cancels the order, due to reasons including without limitation, technical errors, unavailability of the item(s) ordered, or any other reason attributable to Lazaro, Restaurant Partner/Store or Delivery Partner. In such cases, Lazaro shall not charge a cancellation charge from you. If the order is cancelled after payment has been charged and you are eligible for a refund of the Order Value or any part thereof, the said amount will be reversed to you.
  3. Cancellations for pre orders 100% refund is valid in only within 1 hour of the time from the order placed, 70% refund is valid on cancellations made 4 hours prior, 100% non-refundable is valid on cancellations made within the delivery time.
  4. Pre orders refund/cancellation 100% are eligible until unless the it’s cancelled within 1 hour of the time from order placed,70% of refund is applicable if cancelled prior 4 hours of delivery, 100% non-refundable will be applicable when cancellations are made within 4 hours of delivery time.
  5. No replacement / refund / or any other resolution will be provided without Restaurant Partner’s/Store(s)’ permission.
  6. Any complaint, with respect to the Order which shall include instances but not be limited to food spillage, foreign objects in food, delivery of the wrong order or food and beverages or Products, poor quality, You will be required to share the proof of the same before any resolution can be provided.
  7. You shall not be entitled to a refund in case instructions placed along with the Order are not followed in the form and manner You had intended. Instructions are followed by the Restaurant Partner /Store on a best-efforts basis.
  8. All refunds shall be processed in the same manner as they are received, unless refunds have been provided to You in the form of credits, refund amount will reflect in your account based on respective banks policies.

No Endorsement

  1. We do not endorse any Merchant. In addition, although these Terms of Use require you to provide accurate information, we do not attempt to confirm, and do not confirm if it is purported identity. We will not be responsible for any damage or harm resulting from your interactions with other Members.
  2. By using the Services, you agree that any legal remedy or liability that you seek to obtain for actions or omissions of other Members or other third parties will be limited to a claim against the particular Members or other third parties who caused you harm and you agree not to attempt to impose liability on, or seek any legal remedy from us with respect to such actions or omissions.


Our policy lasts until food order is confirmed by the restaurant. Once order is confirmed by the restaurant or merchant, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your items must be damaged or wrong food items. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned.

To complete your return, we require a receipt or proof of purchase.

Please do not send your Food items back to the Restaurant Partner.

There are certain situations where only partial refunds are granted: (if applicable)
If any item is missing in the order or damaged item.

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. 

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.