Refund & Cancellation Policy

1. Our Role as a Platform

Plato ("we," "us," or "our") is a technology platform that facilitates transactions between customers and independent food stall operators ("Stalls"). We do not prepare food, handle payments directly, or manage stall operations. When you place an order, you are entering into a direct contract with the Stall. As such, the responsibility for order fulfillment, quality, cancellation, and refunds lies with the individual Stall.

2. Order Cancellation

Before Acceptance: You may be able to cancel your order via the app if the Stall has not yet accepted it. If available, a "Cancel Order" button will be visible on your order tracking screen.

After Acceptance: Once a Stall has accepted your order, it is considered confirmed, and preparation may have already begun. At this point, automated cancellation through the app is no longer possible. To request a cancellation, you must contact the Stall directly by visiting their counter. The Stall reserves the right to approve or deny the cancellation request based on the order's preparation status.

3. Refund Policy

All refund requests are handled directly by the Stalls and are subject to their individual policies. Plato does not process or issue refunds on behalf of the Stalls.

You may be eligible for a refund from a Stall under the following circumstances:

• Your order was cancelled by the Stall due to unavailability of items or other issues.
• You received the wrong order.
• There was a significant issue with the quality or quantity of the food you received.
• You successfully cancelled the order with the Stall after it was accepted.

4. How to Request a Refund

To request a refund, please follow these steps:

1. Visit the Stall Counter: The most effective way to resolve an issue is to speak directly with the Stall's staff. Please have your order details (Token Number) ready.
2. Explain the Issue: Clearly explain the problem with your order and why you are requesting a refund.
3. Follow Stall's Procedure: The Stall will process your request according to their policies. Refunds, if approved, will be handled directly by the Stall. This may be in the form of a cash refund, a reversal of your UPI transaction, or another payment method at their discretion.

5. Plato's Role in Disputes

While we are not responsible for processing refunds, we want to ensure a positive experience for our users. If you are unable to resolve an issue directly with a Stall, you may contact our support team at support@theplato.in. Please provide your Order ID and a detailed description of the issue. We will do our best to mediate and facilitate communication between you and the Stall, but we cannot guarantee a refund.

6. Contact Us

If you have any questions about this policy, please contact us at:

• By email: support@theplato.in