Refund Policy

We want you to love every order. If something goes wrong, here's exactly how we handle cancellations and refunds — clearly, fairly, and quickly.

Cancellation Window

You can cancel your order for free within 3 minutes of placing it, right from the Order Tracking screen. After this window, the kitchen begins preparing your food.

Refund Timeline by Payment Method

Refunds are always processed through the same payment method you used to pay. We can't refund a card payment to UPI or vice versa.

Order Issues (Wrong, Missing, or Damaged)

If something's wrong with your order — missing items, wrong items, cold food, damaged packaging, spilled contents — contact us within 24 hours of delivery. We'll make it right with one of the following:

• Full or partial refund to your original payment method
• Store credit for your next order (often faster than a refund)
• Replacement of the problem item, delivered fresh

Contact us via email at support@burgerprime.in or call +91 77021 42830 with your order number and a photo if possible — it helps us sort it out quickly.

Non-Refundable Situations

In fairness to our team and kitchen, we can't refund orders in these cases:

• Cancellations made after the 3-minute window once cooking has started
• Customer unavailability at the provided address or incorrect address
• Cash on Delivery orders where the customer refuses to accept delivery without valid reason
• Complaints raised more than 24 hours after delivery
• Change of mind after the food has been prepared

Payment Failures

If your payment fails, your order won't be placed and you won't be charged. If you see a pending charge that didn't result in an order:

• Pending charges usually clear within 24-48 hours automatically
• If a charge stays pending for more than 7 days, contact us with your transaction ID and we'll help investigate
• Razorpay's support team can also verify payment status at razorpay.com

Promo Code Refunds

If you used a promo code on an order that's refunded:

• The discount amount is not refunded in cash — you paid the discounted price, that's what you get back
• For single-use promo codes, the code is reinstated to your account for reuse if the cancellation was our fault
• For limited-time offers, reinstatement depends on whether the offer is still valid

Contact Us

Questions about a specific refund or our refund policy? We're here to help:

• Email: support@burgerprime.in
• Phone: +91 77021 42830
• Hours: Daily, 11:00 AM to 11:00 PM

For a quicker response, include your order number and a short description of the issue in your first message.