Cancellation & Refunds

How cancelling a Surprise Bag works, and when you get your money back.

Cancelling an order

  • You can cancel a Surprise Bag order yourself in the app, from the order screen, any time before the store's pickup window starts.
  • When you cancel in time, you get a full refund to the original payment method. Any wallet points used are returned to your wallet.
  • Once the pickup window has started, the order can no longer be cancelled, because the store has set your food aside.

Missed pickups

  • Stores can only hold your bag during the pickup window shown on your order. If you don't collect it in that time, we can't offer a refund.
  • The app reminds you before pickup — keep notifications on so you don't miss it.

When we refund you in full

  • The store was closed during your pickup window.
  • The store had no food for you when you arrived.
  • The store cancelled your order.
  • You were charged but no order was created (for example, a payment problem).
  • In these cases, contact us from Customer support in the app with your order number and we'll refund you in full.

Quality or safety concerns

  • If something in your bag wasn't right, or you have a food-safety concern, tell us through Customer support in the app as soon as possible, ideally with a photo. We'll review it with the store and make it right, which may include a full or partial refund.

How refunds are paid

  • Refunds go back to the payment method you used — UPI, card or other — through our payment partner. Banks usually show the money within 5–7 working days, depending on your bank.
  • Wallet points are returned to your Good To Treat wallet straight away.

Questions? Chat with us from Customer support in the app, or see our contact page.