Refund and Returns Policy
Last updated: 19 September 2026
Lollyway Food Chain (“Lollyway”, “we”, “us”, or “our”) operates a marketplace and delivery service connecting customers with independent restaurant/vendor partners.
Food sold through Lollyway is prepared, packed, and supplied by the respective restaurant/vendor. Lollyway primarily facilitates ordering and delivery.
1. Refund Request Time Limit
Any complaint or refund request relating to a delivered food order must be raised within 60 minutes of delivery.
Requests made after 60 minutes may not be eligible for a refund, except where required by applicable law.
Customers should provide relevant details such as:
Order number
Description of the problem
Photographs of the food, packaging, or damaged items where applicable
Any other information reasonably required to review the complaint
2. Food Quality and Restaurant Responsibility
The restaurant/vendor that prepares the food is primarily responsible for matters relating to:
Food quality
Taste
Ingredients
Portion size
Food preparation
Hygiene at the restaurant
Dietary or allergen information provided by the restaurant
Incorrect preparation
Packaging completed by the restaurant before pickup
Lollyway does not manufacture or prepare the food.
Where a complaint concerns food quality or preparation, Lollyway may assist the customer in communicating with the restaurant/vendor and reviewing the complaint, but the restaurant/vendor remains responsible for its food and preparation practices, subject to applicable law.
3. Delivery-Related Problems
Lollyway will review complaints relating to the delivery service, including situations such as:
Order not delivered
Delivery made to the wrong location due to an error by the delivery partner
Significant damage or spillage occurring during delivery
Missing package caused during transportation
Other verified delivery-related problems
Where a delivery-related issue is confirmed, Lollyway may provide an appropriate refund, replacement assistance, credit, or other resolution depending on the circumstances.
4. Wrong or Missing Items
If an item is missing or the wrong item was supplied, the complaint must be reported within 60 minutes after delivery.
The restaurant/vendor and Lollyway may review the order records and supporting evidence before determining the appropriate resolution.
5. No Physical Returns of Food
Because food is perishable, delivered food items generally cannot be physically returned.
Customers should keep the food and packaging until the complaint has been reviewed if photographs or other verification may be required.
6. Situations Where Refunds May Not Be Provided
A refund may not be available where:
The complaint is made more than 60 minutes after delivery
The customer provided an incorrect or incomplete delivery address
The customer could not be contacted at the time of delivery
The order was correctly prepared and delivered but the customer simply changed their mind
The complaint concerns personal taste or preference without any defect or incorrect item
The customer failed to provide reasonable evidence when required
The food was altered, consumed substantially, or disposed of before the issue could reasonably be verified
The problem resulted from circumstances attributable to the customer
This does not limit any rights that a customer may have under applicable law.
7. Order Cancellation
Cancellation availability depends on the status of the order.
If the restaurant has not yet accepted or started preparing the order, cancellation may be possible.
Once preparation has begun, cancellation and refund availability may depend on the restaurant/vendor’s decision and the circumstances of the order.
If an order is rejected by the restaurant after payment has been made, the eligible amount will normally be processed for refund.
8. Refund Amount
Depending on the issue, a refund may be:
Full refund
Partial refund
Refund for a specific missing or incorrect item
Refund of a delivery charge where the delivery service itself failed
The resolution will depend on the facts of the complaint and the portion of the order affected.
9. Refund Processing Time
Once a refund is approved, Lollyway will initiate it through the applicable payment method or payment service.
The time taken for the refund to appear in the customer’s account may depend on the bank, UPI provider, card issuer, payment gateway, or other payment service.
10. Cash on Delivery Orders
For Cash on Delivery orders, an approved refund may be processed through an available payment method agreed with the customer, subject to verification.
11. Restaurant/Vendor Disputes
Food preparation and food-quality complaints may be referred to the relevant restaurant/vendor for review.
Lollyway may facilitate communication and assist with dispute resolution but does not replace the restaurant/vendor’s responsibility for food prepared and supplied by that restaurant.
12. Delivery Partner Responsibility
Delivery partners are responsible for handling assigned orders with reasonable care while transporting them from the restaurant to the customer.
Any suspected delivery damage, mishandling, or delivery failure should be reported to Lollyway within the 60-minute complaint period.
13. Fraud or Misuse
Lollyway may reject refund requests involving suspected fraud, repeated abuse, false information, manipulated evidence, or other misuse of the refund process.
14. Contact Us
To report an order problem or request a refund, contact Lollyway as soon as possible and within 60 minutes of delivery.
Lollyway Food Chain
Website: lollyway.in
Email: [info@lollyway.in]
Phone: [Chapaguri road, Bongaigaon.Assam 783380]
Please provide your order number when contacting us.