Help
Furtilo refund: how to get a refund
If a food order went wrong, here is how to ask for a refund, how long it takes and where the money goes. The full rules are in the Furtilo Refund Policy.
Steps to get a refund
- 1
Report it from your order
Open the order in the Furtilo app and raise a complaint from the help section. You can also message customer care on WhatsApp at +91 80471 37013 or email support@furtilo.com. - 2
Report it in time
Report missing, wrong, damaged or poor-quality food within 1 hour of delivery. Report any other problem with an order within 24 hours. - 3
Share the details
Give your order ID and say what went wrong. For problems with the food, add photos of the items and the packaging. - 4
Wait for the review
Furtilo checks every request against the order records and acknowledges complaints within 48 hours. An approved refund is then paid as shown below.
How long refunds take
Furtilo wallet: within 24 hours
A refund credited to your Furtilo wallet arrives within 24 hours.UPI or card: 5 to 10 business days
A refund to your original payment method takes 5 to 10 business days. Your bank may take longer to show it.Part of an order
If only some items were affected, Furtilo may refund just those items.
When you can get a refund
Order not delivered
The order was marked delivered but you didn't get it, or it failed to arrive because of a problem on Furtilo's side.Wrong or missing items
An item was missing, or you got the wrong item.Damaged or poor-quality food
Food was spilled, the packaging was damaged, or the food was unfit to eat.Order cancelled
The restaurant cancelled your order, or Furtilo cancelled it because of a service problem.Payment problem
Money was deducted but the order was not confirmed.
When a refund isn't given
- You gave a wrong delivery address.
- You didn't accept the delivery, or couldn't be reached for 10 minutes after the rider arrived.
- You cancelled after the restaurant had started preparing your food.
- You changed your mind.
- Minor taste or preference complaints.
- Delays caused by traffic or weather, unless they were excessive.
Nearby Shops orders
For orders from a shop through Nearby Shops, the shop handles returns, exchanges and refunds for the goods, so check its policy before you buy. Furtilo's delivery fee can't be refunded once the rider has reached the shop, unless Furtilo cancels the delivery.
Not happy with the decision?
Complaints are acknowledged within 48 hours, and Furtilo aims to resolve them within a month. If you're not satisfied, write to the Grievance Officer at grievance@furtilo.com (Monday to Friday, 10 AM to 6 PM IST). You can also approach a consumer commission under the Consumer Protection Act, 2019. See the customer terms and customer care.
Refund questions
How long does a Furtilo refund take?
A refund to your Furtilo wallet arrives within 24 hours. A refund to your original payment method, such as UPI or a card, takes 5 to 10 business days, and your bank may take longer to show it.
Where does my refund go?
Approved refunds go back to your original payment method, or to your Furtilo wallet as credit where that applies.
How long do I have to report a problem?
Report missing, wrong, damaged or poor-quality food, with photos, within 1 hour of delivery, and any other problem with an order within 24 hours. Complaints raised later may not be eligible for a refund.
Can I cancel my order and get a refund?
If the restaurant or Furtilo cancels your order, you get a refund. If you cancel after the restaurant has started preparing your food, there is no refund.
My order says delivered but I didn't get it. What do I do?
Report it straight away from the order in the Furtilo app, or message customer care with your order ID. An order marked delivered but not received is eligible for a refund after review.
How do I contact Furtilo about a refund?
Message customer care on WhatsApp at +91 80471 37013 or email support@furtilo.com, every day from 9 AM to 11 PM IST. Include your order ID.