Urban India Foods CompanyUrban India Foods Company

Order – Payment – Cancellation – Delivery Policy

Last updated 31 Oct 2026

Effective Date: 31 October 2026

1. PURPOSE

This policy establishes the procedures governing product ordering, payments, order processing, dispatch, delivery, cancellations, returns and replacements through the online ordering platform operated by Urban India Foods Company (UIFC).

This policy primarily applies to authorised franchisees and approved business customers.

2. ORDERING PROCEDURE

  • Users must log in using their authorised account credentials.

  • Products must be selected from the available product catalogue.

  • Quantities must be checked before order submission.

  • Orders must be placed within the prescribed ordering schedule, wherever applicable.

  • UIFC will process orders subject to stock availability and applicable payment conditions.

  • Order acknowledgements and updates may be communicated through the platform or registered contact details.

3. PRODUCT PRICING

All product prices shall be displayed on the platform or communicated through authorised company channels.

Applicable GST and other statutory charges shall be charged as per prevailing law.

UIFC reserves the right to revise product prices based on procurement costs, market conditions, transportation expenses and other business requirements.

4. PAYMENT POLICY

Payments must be made through the authorised payment options provided by UIFC.

Unless otherwise approved in writing, advance payment shall be required before order dispatch.

Users must ensure that payments are made from authorised business accounts wherever applicable.

UIFC shall not be responsible for payments made to unauthorised individuals or accounts.

5. ORDER CANCELLATION

Cancellation requests must be submitted through the prescribed company communication channel.

An order may not be cancelled once it has entered the dispatch or transportation process.

UIFC reserves the right to cancel orders in cases of product unavailability, payment failure, incorrect pricing, technical errors, operational restrictions or suspected fraudulent activity.

Any applicable refund shall be processed according to the circumstances and applicable law.

6. DELIVERY AND DISPATCH

Delivery shall be arranged according to the applicable supply schedule and operational arrangements communicated by UIFC.

Users must provide accurate delivery addresses and ensure that authorised personnel are available to receive the products.

Delivery timelines are estimates and may be affected by transportation conditions, weather, supply-chain disruptions and other circumstances beyond reasonable control.

7. RECEIVING AND VERIFICATION

At the time of delivery, the receiving representative should:

  • Verify the delivered products.

  • Check the quantities against the order.

  • Inspect packaging for visible damage.

  • Verify relevant batch and expiry information.

  • Record any shortage, damage or discrepancy.

  • Acknowledge receipt through the prescribed process.

Any discrepancy should be reported to UIFC promptly, preferably within 24 hours of delivery, along with supporting photographs, invoice details and order references.

The 24-hour reporting period is an operational reporting guideline and does not extinguish any statutory rights or claims that cannot legally be waived.

8. DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS

Where products are found to be damaged, defective, incorrect or materially different from the confirmed order, users should immediately notify UIFC.

The complaint should include:

  • Order number.

  • Invoice number.

  • Product name.

  • Quantity affected.

  • Photographs or other supporting evidence.

  • Description of the issue.

UIFC shall examine the complaint and may arrange replacement, credit adjustment or refund, as appropriate and subject to applicable law.

9. RETURNS AND REPLACEMENTS

Food ingredients, perishable goods and consumables are generally not eligible for return after acceptance, except where:

  • The product is defective.

  • The product is damaged during delivery.

  • The wrong product has been supplied.

  • The product does not conform to the confirmed specifications.

  • A return is otherwise required by applicable law.

Unauthorised returns will not be accepted.

Products must not be returned without prior approval from UIFC.

10. REFUND POLICY

Where a refund is approved, it shall ordinarily be processed through the original payment method or another mutually agreed authorised method.

Refund timelines may depend on the payment gateway, banking institution and transaction processing procedures.

Any approved credit adjustment may be reflected in the customer's account statement.

11. STORAGE AND PRODUCT HANDLING

Upon receipt, customers are responsible for proper storage and handling of supplied products.

This includes maintaining recommended storage temperatures, following FIFO procedures, monitoring expiry dates, maintaining appropriate hygiene, preventing contamination and following manufacturer and product-specific instructions.

12. CONTACT AND SUPPORT

For order-related complaints, payment issues, delivery discrepancies or replacement requests:

Urban India Foods Company

Registered Office:
318, Sairam Industrial Vibhag 1,
Near Amizara Residency, Bamroli,
Surat – 394221, Gujarat, India.

Contact Number: +91 83205 14020
Email: sanjay@urbanindiafoodscompany.com

13. GOVERNING LAW AND JURISDICTION

This policy shall be governed by the laws of India.

Subject to applicable law, disputes arising in connection with this policy shall be subject to the jurisdiction of courts of competent jurisdiction at Surat, Gujarat, India.