Refund Policy

Last updated: January 31, 2026

1. Overview

NeverLetGo aims to make every Surprise Bag experience positive. This Refund Policy explains when and how you may be eligible for a refund or compensation when something goes wrong with your order.

2. Eligibility for Refunds

You may be eligible for a full or partial refund in the following situations:

  • Order cancelled by the partner: If the business cancels your order (e.g. stock no longer available), you will receive a full refund to your original payment method.
  • No-show by partner: If you arrive during the pickup window and the business is closed or unable to fulfil the order, we will process a full refund after verification.
  • Quality or safety issues: If the food does not meet quality or hygiene standards (e.g. spoiled, damaged, or not as described), report it in the app with photos. We will investigate and may offer a full or partial refund.
  • Wrong or missing items: If you receive the wrong Surprise Bag or items are missing despite following pickup instructions, contact support with details. We may issue a partial or full refund depending on the case.

3. When Refunds Are Not Applicable

Refunds are generally not provided when:

  • You miss the designated pickup window without prior notice or a valid reason.
  • You simply change your mind after placing the order (Surprise Bags are time-sensitive surplus food).
  • You do not follow pickup instructions (e.g. wrong location, wrong time).
  • The complaint is raised after consuming the food, except in cases of clear quality or safety issues.

4. How to Request a Refund

To request a refund:

  1. Open the NeverLetGo app and go to your order history.
  2. Select the order and use “Report an issue” or “Request refund”.
  3. Provide a clear description and, where possible, photos (e.g. quality issue).
  4. Our support team will review within 24–48 hours and respond via app or email.

You can also contact us through the Contact Us page with your order ID and details.

5. Refund Processing

Approved refunds are processed to the same payment method you used (UPI, card, wallet, etc.). Depending on your bank or provider, it may take 5–10 business days for the amount to reflect. We will send you a confirmation when the refund is initiated.

6. Partial Refunds & Credits

In some cases we may offer a partial refund or in-app credit instead of a full refund. We will explain the option in our response. Credits can be used toward future Surprise Bag orders within the validity period shown in the app.

7. Disputes

If you disagree with our decision on a refund request, you may reply to our email or contact support with additional information. We will do our best to resolve the matter fairly. Our decision in good faith is final, subject to applicable consumer protection laws.

8. Changes

We may update this Refund Policy from time to time. Material changes will be communicated via the app or email. Continued use of the Service after changes constitutes acceptance of the updated policy.

9. Contact

For refund-related queries, use the in-app support or our Contact Us page.