SMATON values customer satisfaction. Our cancellation and refund policies are designed to be fair to customers, restaurants, and delivery partners.
Orders can be cancelled before the restaurant starts preparing the food
Cancellation availability is shown in the app
Once the restaurant has accepted and started preparing the order, cancellation may not be allowed
This is to avoid food wastage and losses to restaurant partners
Refunds may be issued in the following cases:
Order was cancelled successfully before preparation
Payment was deducted but order was not placed
Order was not delivered
Incorrect or missing items (subject to verification)
Order was significantly delayed beyond reasonable limits
Change of mind after food preparation has started
Minor delays caused by traffic or weather
Incorrect delivery address or contact details provided by the user
Partially consumed orders
Approved refunds are processed within 5–7 business days
Refunds are credited to the original payment method
Refund timelines depend on the payment provider and bank
Refund eligibility is determined after review of order details
SMATON reserves the right to approve or reject refund requests
Abuse of refunds or cancellations may result in account restrictions
For support, please use the Help & Support section in the SMATON app.
