Best food Ordering app
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.NightOwl.com (the “Website”) and our NightOwl application for mobile and handheld devices (the “App”). The Website and the App are jointly referred to as the “Platform.”
As a general rule, the Buyer shall not be entitled to cancel an order once placed. The Buyer may choose to cancel an order only within one minute of placing it. However, subject to the Buyer’s previous cancellation history, NightOwl reserves the right to deny any refund to the Buyer for cancellations initiated by the Buyer even if the cancellation occurs within one minute. This may result in the suspension of the Buyer’s account, at NightOwl’s sole discretion.
If the Buyer cancels the order after one minute of placing it, NightOwl reserves the right to collect a penalty of 100% of the order amount as compensation for the damages suffered. The penalty can either be withheld from the Buyer’s prepaid order value or recovered from the Buyer’s subsequent postpaid orders, to compensate the merchants and delivery partners (PDPs).
NightOwl reserves the right to collect a penalty for orders that need to be cancelled due to reasons not attributable to NightOwl, including but not limited to:
In the unlikely event that an item in the order is unavailable, NightOwl will contact the Buyer at the phone number provided during order placement and inform them of the unavailability. In such cases, the Buyer will be entitled to cancel the entire order and receive a refund up to 100% of the order value.
For cancellations caused by NightOwl, the merchant, or PDP, no penalty will be charged to the Buyer.
Orders placed by Buyers for Instamart, Meat stores, Supermarkets, Pet stores, Fruits and vegetables, Wellness essentials, Gourmet & Organic, etc., are non-cancellable and non-refundable, except under the following conditions:
NightOwl reserves the right to review the cancellation request and determine whether it falls under the above-mentioned conditions. If NightOwl is satisfied that the request meets these conditions, the cancellation request will be processed, and a refund will be issued to the Buyer.
The Buyer may be entitled to a refund for prepaid orders. NightOwl retains the right to withhold the penalty payable by the Buyer, as stated in Section I(2), from the refundable amount.
The Buyer may also be entitled to a refund if the packaging of an item in the order, or the complete order, is tampered with or damaged, and the Buyer refuses to accept it at the time of delivery.
Refunds may also be issued up to 100% of the order value if the PDP fails to deliver the order due to reasons attributable to either the PDP or NightOwl. These refunds will be assessed on a case-by-case basis by NightOwl.
Our decision regarding refunds shall be final and binding.
All refund amounts shall be credited to the Buyer’s account as per the payment mechanism chosen by the Buyer. The estimated timelines for refund processing are detailed as below, should the Buyer choose to credit the refund to their NightOwl account wallet:
| process | Payment Method | Refund Source | Tat |
|---|---|---|---|
| Order Edit /Cancellation/Compensation/Payment Failure | Net Banking | Source | 5-7 Business Days |
| Debit/Credit Cards | Source | 5-7 Business Days | |
| UPI | Source | 2 Hours | |
| Amazon Pay (CC/DC/NB) | Source | 5-7 Business Days | |
| Phone Pe (Wallet) | Source | 5-7 Business | |
| Phone Pe (CC/DC/NB) | Source | 5-7 Business Days | |
| Wallets-Paytm/Mobikwik/Freecharge | Source | 2 Hours | |
| Lazy Pay | Source | 2 Hours | |
| Sodexo | Source | 5-7 Business Days |
In the case of payment at the time of delivery, the Buyer will not be required to pay for:
However, the Buyer must communicate these issues to NightOwl Customer Care through the Platform before the order is marked as delivered in order for this condition to apply.
Specific Terms with respect to Use of Platform for purchase of alcoholic beverages
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, NightOwl shall have the right to collect from the Buyer 100% of the Order amount as the cancellation fee, 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(s) in case Buyer’s Order is postpaid, to compensate the Merchants and PDPs.
Non-Customer Cancellation: NightOwl reserves the right to collect the Buyer cancellation fee for the Orders constrained to be cancelled by NightOwl for reasons not attributable to NightOwl or Merchant, including but not limited to:
The Buyer may be entitled to a refund due to the aforesaid reasons up to 100% of the Order value depending upon the nature of the issue. NightOwl 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 NightOwl 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 a refund.
Important Note 2: In case of the complaint of any spurious product, the liability shall solely lie with the Merchant selling the product. NightOwl is merely facilitating the transactions between the Merchant and the Buyer and therefore, NightOwl shall assume no liability with respect to the products sold by the Merchant. NightOwl 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.