Refund & Cancellation Policy

1. Overview

NeuMind is a technology platform that connects students and customers with independent canteen owners ("Vendors").

We do not prepare, package, or deliver food.

All aspects of food preparation, fulfilment, cancellations, and refunds are solely the responsibility of the Vendor.

3. Vendor-Initiated Exceptions (Rare & Discretionary)

In rare situations, a Vendor may choose to refund or adjust an order at their own discretion, such as:

• Item becomes unavailable after payment
• Vendor is unable to fulfil an order
• Vendor cancellation due to operational reasons
• Billing errors or overcharges

NeuMind is not responsible for:

• Approving or denying Vendor refunds
• The timing of the refund
• The amount refunded by the Vendor

4. Pre-Order Refund & Cancellation Terms

Pre-orders follow the same strict principles:

NeuMind does not allow cancellation or refund of pre-orders.

Any exception is governed solely by each Vendor's configuration, such as a Vendor allowing cancellation before a cutoff time or a Vendor cancelling due to stock unavailability.

5. Delivery-Related Issues

Since delivery is fully managed by Vendors:

6. Payment Failures & Double Charges

If a payment fails, is debited but no order appears, or is charged twice:

• The issue lies with the bank or payment gateway
• Refunds for such failures follow standard banking timelines (typically 5–7 business days)
• NeuMind cannot expedite or alter bank processing times

7. Unauthorized Transactions

If you believe an unauthorized payment occurred:

• Contact your bank or payment provider immediately
• NeuMind is not responsible for unauthorized or fraudulent transactions
• NeuMind cannot reverse or refund such payments

8. Duplicate or Accidental Orders

Orders placed accidentally or more than once cannot be cancelled or refunded. Users must review their order carefully before confirming.

9. How Vendor-Approved Refunds Are Processed

If a Vendor chooses to process a refund:

• The Vendor initiates the refund through the payment gateway
• The refunded amount will reflect in the User's account as per bank timelines
• NeuMind can assist with technical processing but does not control timing or outcome

Users must contact the Vendor directly for updates.