Last updated: 15-Aug’25

Applies to: All reservations/orders made by individual consumers on the Mäntæ app/website (“Platform”).
Related docs: Terms & Conditions, Privacy Policy, Vendor Guidelines.

Regulatory note (India): We prominently display this policy as required for e‑commerce, and we operate a grievance process that acknowledges complaints in 24 hours and aims to resolve them within 15 days. Failed online payments are auto‑reversed per RBI turnaround times.

1) Definitions

• Reservation / Order: Your pre‑paid booking for a Rescue Pack (surplus food bag/box) from a participating Vendor.
• Pickup Window: Time period the Vendor sets for collection.
• Collection Code / In‑app Confirm: The code or in‑app action you present to the Vendor to redeem the order.

2) Your Cancellation (before pickup)

• You may cancel any time up to 2 hours before the start of the pickup window for a full refund to the original payment method.
• If you cancel within 2 hours of start of the pickup window (or after it starts), the order is non‑refundable, as the Vendor will have prepared/held items for you.

How to cancel: Open the order in the app → Cancel reservation → You’ll get an in‑app and email confirmation.

3) Vendor Cancellation / No Stock / Store Closure

If a Vendor cancels (e.g., unexpected sell‑out, operational issue) or cannot fulfil your order:

• You’ll receive a full refund automatically.
• We’ll notify you in‑app/email and may share an optional replacement suggestion if nearby availability exists.

4) Quality / Order Issues (after pickup window starts)

If there’s a material issue (e.g., item not provided, serious quality concern, misrepresentation, or declared allergens missing from labels/instructions):

• Do not consume the item.
• Contact support within 24 hours of the pickup window end with:
  • Order ID, photos of items/receipt/labels, and a brief description.
• We may refund in full or partially (case‑by‑case) or provide credit.
• Repeated or minor preference‑based complaints (e.g., “didn’t like taste”) usually aren’t refundable for surplus‑meal packs, which are value/assortment‑based.

5) Late Pickup / No‑Show

• If you fail to collect within the pickup window, the order is non‑refundable. Vendors donate or dispose of uncollected food to avoid waste.

6) Partial Fulfilment

If a Vendor provides significantly less than indicated:

• Contact support within 24 hours; we may grant a pro‑rated refund or credit after verifying details with the Vendor.

7) How Refunds Are Paid & Timelines

• Standard refunds (user‑eligible cancellations, vendor cancels, approved issue): We initiate immediately upon approval. Issuer/bank posting time varies (typically 5–7 business days; wallets/UPI often faster).
• Failed/aborted online payments: Auto‑reversal per RBI T+5 days maximum (transaction day + 5). If delayed, the bank/PSP may owe compensation per RBI rules.

8) Non‑Refundable Cases (illustrative)

• Cancellation after the pickup window begins (except when vendor‑caused).
• No‑show or late arrival beyond the pickup window.
• Taste/assortment preferences for surplus‑meal packs, when items are within safe consumption window and match the general listing description.
• Policy abuse, fraud, or chargeback misuse.

9) How to Request Help or a Refund Review

• In‑app: Orders → Select order → Help with this order
• Email: support@Mäntæ.com with order ID, issue description, and photos (if applicable).
• We acknowledge within 24 hours and aim to resolve within 15 days; urgent safety content may be expedited.

10) Vendor Responsibilities (summary)

Vendors must:

• Provide accurate pickup times, item descriptions, and allergen/ingredient info.
• Honor confirmed orders or cancel promptly if unavailable.
• Cooperate with evidence review on quality/fulfilment disputes.
  (We monitor compliance; repeated issues can lead to delisting.)

11) Chargebacks

If you file a chargeback while a refund review is ongoing, we may pause resolution until the card network/issuer decides. If the issuer denies the chargeback and your claim remains eligible, we’ll proceed under this Policy.

12) Abuse & Fair Use

We may limit or refuse refunds/credits in cases of suspected abuse, repeated no‑shows, or inconsistent evidence, and may suspend accounts to protect vendors and other users.

13) Modifications

We may update this Policy to reflect operational or legal changes. The latest version will be posted with a revised “Last updated” date. Continued use of the Platform after changes constitutes acceptance.

14) Contact & Grievance Redressal (India)

Customer Support / Grievance Officer
Email: grievance@mantae.com
Address: Horamavu Agara Main Road, Bangalore
We acknowledge within 24 hours and target resolution within 15 days of complaint receipt, per IT Rules. If unresolved, you may escalate as per applicable law.