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Terms & Conditions

Please read these terms carefully before using DINOVA.

Last updated August 2026

Key points at a glance

  • Orders are non-cancellable and non-refundable once the restaurant has accepted and started preparing them.
  • You can cancel free of charge while the order is still 'Placed' and not yet accepted.
  • After acceptance you can raise a cancellation request — DINOVA checks with the restaurant, and it may be denied if food is already prepared.
  • Full refunds are automatic when DINOVA or the restaurant cancels, or delivery cannot be completed for reasons not caused by you.
  • Report tampered packaging, missing or wrong items with photos soon after delivery for a refund or replacement.
  • Refunds go back to your original payment method, usually within 5–7 business days.
  • Delivery times are estimates and can vary with traffic, weather and kitchen load.

Platform usage

DINOVA provides technology that helps restaurants run digital storefronts across Delivery, Dine-In, Pre-Order, and Takeaway. By using DINOVA you agree to use the platform lawfully, respectfully, and only for its intended purpose.

Reservations

A reservation is a request to hold a table at the selected restaurant for the chosen date, time and party size. The restaurant confirms and seats the booking. Late arrivals may result in the table being released.

Pre-orders & Takeaway

Pre-orders and takeaway orders are placed directly with the restaurant through DINOVA. Availability, preparation time and any advance payment terms are set by each restaurant and shown at checkout.

Delivery orders

Delivery orders are fulfilled by DINOVA's delivery partners on behalf of the restaurant. By placing a delivery order you agree to:

  • Provide an accurate delivery address and a reachable contact number.
  • Be available to receive the order within the estimated delivery window.
  • Pay by the method selected at checkout — prepaid (online) or cash on delivery, where offered.

Cancellation

Orders placed by customers using DINOVA are non-cancellable and non-refundable, except where cancellation is requested under the following conditions:

  • The order has been placed but has not yet been accepted or started by the restaurant.
  • DINOVA cancels the order for reasons not attributable to the customer, including non-availability of a delivery partner or the restaurant being unable to fulfil the order.
  • The order could not be delivered within a reasonable time of the estimated delivery window shown at checkout.
  • The restaurant does not accept, or cancels, the order for reasons not attributable to the customer, including the restaurant being closed or unable to service the order.

Cancellation — how requests are reviewed

DINOVA, at its sole discretion, reserves the right to review any cancellation request and determine whether it falls under the conditions above. Where DINOVA is satisfied that a request qualifies, the order value (or applicable portion) will be refunded to the customer.

For orders that have already been accepted and are being prepared by the restaurant, a cancellation request will only be approved with the restaurant's permission. DINOVA will contact the restaurant to confirm order status before deciding. If the restaurant has already prepared the order or is unable to stop preparation, the cancellation request will be denied, the order will proceed, and no refund will be issued.

For cancellation requests that do not fall under the conditions above, the customer may be charged up to 100% of the order value.

Refunds

Customers may be entitled to a full or partial refund, or a replacement, where an issue is reported within a reasonable window after delivery and supported by evidence (e.g. photos), for the following:

  • Packaging that is tampered with or damaged.
  • An incomplete order (missing items).
  • Incorrect items delivered.

Refund timelines

No refund, replacement, or other resolution will be provided without the concerned restaurant's input where the issue relates to food preparation or packaging.

Refunds are credited to the customer's original payment method. UPI, debit/credit card and net banking refunds typically take 5–7 business days. Wallet refunds (Paytm, PhonePe and similar) take anywhere from 2 hours to 5–7 business days depending on the provider.

Cash on delivery, failed deliveries & restaurant cancellations

Cash on delivery: Where an order is paid for at the time of delivery, the customer will not be required to pay for orders where the packaging is tampered or damaged, the wrong order is delivered, or items are missing — provided this is reported to DINOVA support before the order is marked delivered.

Failed deliveries: If a delivery cannot be completed (e.g. customer unreachable, incorrect address, unable to deliver), DINOVA will review the circumstances to determine refund eligibility. For cash-on-delivery orders that fail, any cash already collected may be held pending resolution by DINOVA support.

Restaurant-initiated cancellations: If a restaurant cancels an order (e.g. item unavailable, unable to fulfil), the customer will receive a full automatic refund.

By placing an order on DINOVA, you acknowledge and accept this cancellation and refund policy.

Delivery partners

DINOVA's delivery partners are responsible for picking up and delivering orders safely and within a reasonable time. Customers and restaurants agree to treat delivery partners with respect. DINOVA is not liable for delays caused by circumstances outside a delivery partner's reasonable control (traffic, weather, restaurant readiness, incorrect address provided by the customer).

Payments

Payments are processed securely through our payment partner. DINOVA does not store your card or bank details. Refunds, where applicable, are issued to the original payment method and may take a few business days to reflect, depending on your bank or payment provider.

Restaurant responsibilities

  • Keep menus, hours, pricing and availability accurate.
  • Honour confirmed reservations, pre-orders and delivery orders in good faith.
  • Handle food safety, food quality, and packaging appropriate for delivery.
  • Respond promptly to cancellation requests routed by DINOVA.

Customer responsibilities

  • Provide accurate contact details and delivery address for orders and bookings.
  • Arrive on time for reservations and pick up pre-orders/takeaway within the agreed slot.
  • Be reasonably available to receive delivery orders.
  • Treat restaurant staff and delivery partners with respect.

Liability

DINOVA facilitates bookings, pre-orders, takeaway, delivery, and payments between diners, restaurants, and delivery partners. Food quality, in-restaurant experience, and order preparation are the responsibility of each restaurant. Delivery timing and handling are the responsibility of the assigned delivery partner, coordinated by DINOVA. DINOVA is not liable for outcomes that fall outside our reasonable control.

Contact

Questions about these terms? Reach us at dinova.app@gmail.com.