Luncho Refunds and Cancellations
Last updated: 11 September 2026.
The same rules are in the app under You → Help. Every time and percentage on this page is written into it from the settings the server actually enforces, so the two cannot drift apart. If this page and the app ever disagree, the app is right and this page is stale. Tell us and we will fix it.
Times below are Acharya Institute's. Each campus carries its own.
Every box is paid for before it is cooked, so these rules are about a box the kitchen has already counted, bought for, or made.
The rules, in one table
| What happened | What comes back | When |
|---|---|---|
| You cancel before 10:00 PM the night before | Everything | 2–3 working days |
| You cancel after 10:00 PM | Nothing | The food is already being bought |
| Your 10-minute hold lapsed before you paid | Nothing was charged | — |
| Your hold lapsed but money left your account | Everything | Send the screenshot; same day where we can |
| You paid, but we could not match it by the cutoff | Everything | As soon as we find the payment |
| You did not collect by 1:15 PM, box disposed of | Nothing | Stated on the pay screen before you pay |
| You did not collect, box given to someone else | 80% of what you paid, rounded down to the rupee | 2–3 working days |
| We could not deliver that day | Everything, always | As soon as we know |
| Wrong box, non-veg in a veg box, something foreign in the food, a spilled box, or a box that made you unwell | Everything | Report in the app within 48 hours |
| Something was missing from the box | The surcharge, or the full amount if the box was substantially incomplete | Report in the app within 48 hours |
| The food was not to your taste | Nothing | Tell us anyway — see below |
How money comes back
To the same UPI account you paid from. We do this by hand today, so it takes a working day or two rather than a moment. You get a notification with the amount when it goes.
We never refund to a different account, in cash, or as credit. There is no Luncho wallet and there are no vouchers.
When we are the ones who failed
If we cancel a day for any reason, you get the full amount back. The kitchen could not cook, the drop could not be made, the campus was closed — the answer is the same every time, and it is not a judgment call. We tell you as soon as we know.
Why 80% and not everything
If your box is still at the gate after 1:15 PM we would rather someone eat it than bin it. Selling it recovers part of what it cost to make, and that part goes back to you.
The 20% is the food that was cooked for you and the trip that was made for it. If nobody takes the box, nothing comes back, because nothing was recovered.
If something is wrong with a box you received
Report it in the app on that box within 48 hours of the delivery date, or message +91 80956 69263.
A person acknowledges it the same day. For a wrong box, non-veg in a veg box, a foreign object, a spilled box, or a box that made you unwell, the money comes back in full and we do not argue about it. We refund first and look into it afterwards.
A box that was simply not to your taste is not refunded. Tell us anyway: "Not great" in the app goes to the kitchen before the next cook, and it is the only thing that changes the food.
Reporting is never held against you. We do not count reports, we never show you a count, and a report has no effect on your ability to order.
After 48 hours
We cannot check anything after that, so we cannot refund on it. Report on the day where you can.
Questions
+91 80956 69263, 8 AM to 8 PM. Or in the app under You → Help.