Cancellation and Refund Policy

We understand that plans can change, and we allow customers to cancel their food orders after they have been placed. To ensure a smooth process, we require a valid reason for the cancellation.

Any Capitalized terms used but not defined herein shall have the meaning assigned to them under the Terms of Use which govern your use of our website www.thee4square.com (the “Website”) and our ‘4square groups’ application for mobile and handheld devices (the “App”). The Website and the App are jointly referred to as the “Platform”.

Customer Cancellation

As a general rule, the Buyer shall not be entitled to cancel an Order once placed. The Buyer may choose to cancel the Order only within one minute of the Order being placed. However, subject to the Buyer’s previous cancellation history, 4square groups reserves the right to deny any refund to the Buyer pursuant to a cancellation initiated by the Buyer even if the same is within one minute, followed by the suspension of the account, as may be necessary at the sole discretion of 4square groups.

If the Buyer cancels his/her Order after one minute of placing it, 4square groups shall have the right to collect a penalty of 100% of the Order amount for breach of contract terms as compensation for the damages suffered by 4square groups, with the right to either not refund the Order value (in case the Buyer’s Order is prepaid) or recover from the Buyer’s subsequent Order (in case his/her Order is postpaid), to compensate the Merchants and PDPs.

Valid Reasons for Cancellation:

• Incorrect order details
• Delays or issues with the delivery
• Changes in personal circumstances (e.g., health issues, emergency situations)

Non-Customer Cancellation

4square groups reserves the right to collect a penalty for Orders constrained to be cancelled by 4square groups for reasons not attributable to 4square groups, including but not limited to:

• If the address provided by the Buyer is either wrong or falls outside the delivery zone
• Failure to contact Buyer by phone or email at the time of delivering the Order
• Failure to deliver Buyer’s Order due to lack of information, direction, or authorization from Buyer at the time of delivery
• Unavailability of all the items ordered by Buyer at the time of booking the Order

In the unlikely event of an item in an Order being unavailable, 4square groups will contact the Buyer via the phone number provided at the time of placing the Order to inform the Buyer of such unavailability. In such an event, the Buyer will be entitled to cancel the entire Order and receive a refund of up to 100% of the Order value.

In cases of cancellations for reasons attributable to 4square groups, the Merchant, or PDP, 4square groups shall not collect any penalty from the Buyer.

Refund Process

Refund to Wallet: If your cancellation reason is deemed valid, we will process a refund to your wallet. This credit can be used for future orders on our platform.

Refund to Bank Account: Alternatively, if you prefer a direct refund to your bank account, please note that this will be processed within 5-6 working days.

How to Request a Refund

To request a refund, please contact our customer service team with your order details and the reason for cancellation. Our team will review your request and guide you through the refund process.

Non-Refundable Situations

Refunds will not be processed for cancellations made under the following circumstances:

• Changes made to the order after it has been confirmed
• Orders that are already in the preparation or delivery stage

1. In case of payment at the time of delivery, Buyer will not be required to pay for:

1. Orders where packaging is either tampered or damaged at the time of delivery;
2. Wrong Order being delivered; or
3. Items missing from Buyer’s Order at the time of delivery.

Provided the same is communicated to 4square groups  Customer Care through the Platform before the Order is marked delivered.

1. Specific Terms with respect to Use of Platform for purchase of alcoholic beverages

1. Cancellation: As a general rule the Buyer shall not be entitled to cancel his/her Order once placed. If the Buyer cancels his/her Order, 4square groups  shall have a right to collect the Buyer 100% of the Order amount as the cancellation fee, with a right to either not to refund the Order value in case the Buyer’s Order is prepaid or recover from the Buyer’s subsequent Order(s) in case Buyer’s Order is postpaid, to compensate the Merchants and PDPs.
2. Non-Customer Cancellation: 4square groups  reserves the right to collect the Buyer cancellation fee for the Orders constrained to be cancelled by 4square groups  for reasons not attributable to 4square groups  or Merchant, including but not limited to:

1. in the event if the address provided by the Buyer is either wrong or falls outside the 4square groups ’s delivery zone;
2. failure to contact the Buyer by phone or email at the time of delivering the Order;
3. failure to deliver the Buyer’s Order due to lack of information, direction or authorization from the Buyer at the time of delivery; or
4. the Buyer’s failure to provide a valid OTP to the PDP for receiving delivery

1. Refunds: The Buyer may be entitled to a refund for prepaid Orders, post deduction of cancellation fee, if any for reasons mentioned above or in a manner as deemed fit by 4square groups  in its sole discretion, if refund has been requested due to the following reasons:

1. If the Order could not be delivered within 2 hours;
2. If the Merchant cancels the Order due to reasons not attributable to the Buyer, including but not limited to store being closed, non-availability of items, store not servicing online Orders, overcrowding at store, etc.;
3. If 4square groups  cancels the Order due to reasons not attributable to the Buyer, including but not limited to non-availability of PDPs, etc.

The Buyer may be entitled to refund due to the aforesaid reasons upto 100% of the Order value depending upon the nature of issue. 4square groups  reserves the right to consider the cancellation and refund request and determine if such cancellation and refund request satisfy any of the aforesaid conditions, in which case 4square groups  shall process the cancellation request and refund to Buyer.

Important Note 1: The Buyer shall verify his/her Order and the products before providing OTP to the PDP and any issue with respect to the product or Buyer’s Order shall be notified immediately, and cancellation request shall be placed before providing OTP to the PDP. Once OTP is provided to the PDP, it shall be deemed that the Buyer has accepted delivery of his/her Order and once he/she has accepted delivery, the Buyer cannot cancel the Order and/or claim refund.

Important Note 2: In case of the complaint of any spurious product, the liability shall solely lie with the Merchant selling the product. 4square groups  is merely facilitating the transactions between the Merchant and the Buyer and therefore, 4square groups  shall assume no liability with respect to the products sold by the Merchant. 4square groups  strictly discourages dealing of any spurious product on its Platform and shall reserve the right to report such incidents to the concerned authorities for appropriate legal actions.

If you have any questions or need assistance with your refund request, please reach out to our customer service team at 4squarecc@gmail.com.

Thank you for understanding and for choosing our service!