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PREADY

Cancellation & Refund Policy

How cancellations, changes, late arrivals, no-shows and refunds work for reservations and pre-orders made through PREADY.

Effective date: 22 September 2026 · Last updated: 22 September 2026

1. Scope

This policy is part of the PREADY Terms of Service and applies to reservations and pre-orders made through the PREADY app operated by CIVVARIONE Technologies Private Limited. Where a restaurant sets its own conditions, they are shown to you before you confirm and apply alongside this policy.

2. How payment works

  • PREADY does not charge a deposit for a reservation.
  • When you pre-order, you pay the full pre-order amount online through the app at the time of ordering. Payments are processed by Razorpay.
  • Paying at the restaurant for a pre-order is not generally available at launch. PREADY may in future offer a pay-at-restaurant option to eligible customers, for example after a number of successfully completed PREADY dining experiences. If and when it applies to you, it will be shown in the app.

3. Cancelling or changing a reservation

  • You can cancel or change a reservation in the app from your bookings screen.
  • A reservation can be cancelled free of charge up to 1 hour before the scheduled reservation time. Because no deposit is taken for a reservation, there is nothing to refund for the reservation itself.
  • If a restaurant cancels your reservation, any pre-order you paid for is refunded in full.

4. Cancelling or changing a pre-order

Because the kitchen may start preparing your food before you arrive, what happens when you cancel a pre-order depends on whether preparation has started:

  • Before preparation starts: if you cancel at least 1 hour before the scheduled reservation time, or otherwise before the restaurant has started preparing your order, the pre-order is cancelled and the amount you paid is refunded in full.
  • After preparation has started: a full refund cannot be promised. Refund eligibility may depend on the portion of the order already prepared and whether the relevant items can reasonably be recovered or reused by the restaurant. PREADY reviews the preparation state with the restaurant and determines the refundable amount, if any, on that basis. There are no fixed cancellation penalties.
  • If you update your arrival time, the restaurant adjusts when it starts cooking. Please keep your arrival time accurate so your food is neither early nor late.

5. Late arrival and no-shows

  • The standard table holding period is 15 minutes after your booked or updated arrival time, unless the restaurant states otherwise.
  • After that period, the restaurant may treat the reservation as a late arrival or no-show depending on the circumstances and its policy, and may release the table.
  • If you do not arrive and do not cancel, any pre-order that has been prepared is treated as fulfilled and the amount paid is not refunded, except as determined under section 6.
  • Accounts with repeated no-shows may have their access to reservations or pre-orders restricted.

6. Refunds

You are eligible for a refund of an amount paid through PREADY where:

  • the restaurant cancels your reservation or cannot fulfil your pre-order;
  • you cancel a pre-order before preparation starts, as described in section 4;
  • a dish you pre-ordered is unavailable and you did not accept a replacement;
  • you were charged more than once for the same order, or charged in error.

Where preparation had already started when you cancelled, any refund is determined as described in section 4.

Food and service complaints. If the food you receive is not what you ordered or has a quality or service problem, please raise it with the restaurant staff at the table first, and then through PREADY within 24 hours of the dining experience where reasonably possible. A refund is not automatic. PREADY may review the complaint with the relevant restaurant and the applicable transaction and operational records, and will determine the appropriate resolution based on the circumstances, which may include a full or partial refund.

7. How and when refunds are paid

  • Approved refunds are returned to the original payment method through Razorpay.
  • PREADY will generally initiate an eligible refund within 2 business days after the refund is approved or determined.
  • After initiation, the amount may take approximately 5 to 7 business days to reflect, depending on your bank, payment method, card issuer, UPI provider or other payment service provider. PREADY cannot guarantee the exact time a refund will appear in your account, as this is controlled by those providers.
  • Where a refund to the original payment method is not possible, we will contact you to arrange an alternative.

8. Payments made directly to the restaurant

Where you pay the restaurant directly for anything beyond your pre-order, refunds for those payments are handled by the restaurant under its own policy. We can help you contact the restaurant.

9. Contact

To ask about a cancellation or refund, use the support option in the app, email support@pready.in, or visit the Contact / Support page. Unresolved complaints may be escalated to our Grievance Officer, Kondiparthi Saimadhava Midhul, as described in the Terms of Service.