Last Updated: 15-Aug’25

Applies to: All food businesses, restaurants, bakeries, and other sellers (“Vendors”) listing surplus food on the Mäntæ platform (“Platform”).

1. Purpose

This Addendum sets out how refunds, cancellations, and dispute resolution are handled for orders placed via the Platform, and how they affect Vendor payouts.

2. Vendor Cancellations

2.1 Timing:

• If stock becomes unavailable, Vendors must cancel in the Vendor Portal/App as soon as possible, ideally no later than 1 hour before the pickup window start.

2.2 Impact on Payouts:

• Pre-pickup cancellation by Vendor → Full refund to customer; no payout to Vendor.
• Repeated cancellations (3+ in a rolling 30 days) may result in temporary suspension or delisting.

2.3 Operational Responsibility:

• Vendors must update availability in real time to avoid overbooking.

3. Refund Triggers & Liability

3.1 Full Refunds (Vendor liable; no payout) are issued if:

• The customer arrives during the pickup window but the order is not provided.
• The items provided are unsafe (spoiled, past safe consumption date, contaminated).
• Declared allergen/ingredient info was inaccurate and caused a material risk.

3.2 Partial Refunds (Vendor payout reduced proportionally) may be issued if:

• Significantly less quantity/variety is provided than the listing described.
• Some but not all items are missing or substandard.

3.3 Non-Refundable to Customer (Vendor keeps payout) if:

• Customer is a no-show or arrives outside the pickup window.
• Items match listing description and are safe for consumption, but the customer’s issue is taste/preference.

4. Dispute & Evidence Process

4.1 Customer Complaints:

• Customers must raise issues within 24 hours of the pickup window end.
• Mäntæ will request order details and supporting photos from both the customer and Vendor.

4.2 Vendor Cooperation:

• Vendors must respond within 48 hours to dispute inquiries.
• Lack of timely response may result in refund approval by default, with payout deduction.

5. Commission & Fee Handling on Refunds

5.1 If Refund is Vendor-Liable:

• Commission/service fee is reversed; the refunded amount is deducted from the Vendor’s pending payouts.

5.2 If Refund is Vendor-Not-Liable:

• Mäntæ bears the cost; Vendor payout remains unchanged.

6. Settlement & Adjustments

6.1 Refunds are settled in the next payout cycle as:

• Negative adjustment (Vendor-liable cases).
• No change (Vendor-not-liable cases).

6.2 Negative balances (refunds exceeding current cycle earnings) are carried forward to the next cycle.

7. Abuse & Policy Violations

7.1 Vendors engaging in:

• Frequent last-minute cancellations,
• Repeated customer complaints about unsafe food,
• Misrepresentation of items, may face penalties, including higher commission rates, payout withholding, or permanent delisting.

8. Legal & Compliance Obligations

Vendors must comply with:

• FSSAI food safety and hygiene standards,
• Consumer Protection (E-Commerce) Rules, 2020 for transparency and grievance handling,
• Any applicable local health regulations.

9. Changes to This Addendum

Mäntæ may update this Addendum. Updated terms will be shared 14 days in advance via the Vendor Portal/email. Continued listing after changes constitutes acceptance.

10. Vendor Support

For payout, refund, or dispute queries:
📧 vendors@mantae.com
📞 [+91-8971225258]

Quick Reference Table

1. Vendor cancels before pickup window

• Refund: 100% to customer
• Vendor Payout: No
• Notes: Vendor-liable

2. No stock on arrival

• Refund: 100% to customer
• Vendor Payout: No
• Notes: Vendor-liable

3. Unsafe or spoiled food

• Refund: 100% to customer
• Vendor Payout: No
• Notes: Vendor-liable

4. Partial fulfilment (less quantity/variety)

• Refund: Pro-rated refund
• Vendor Payout: Reduced accordingly
• Notes: Vendor-liable

5. Customer no-show

• Refund: None
• Vendor Payout: Yes (full)
• Notes: Vendor-not-liable

6. Taste/preference only

• Refund: None
• Vendor Payout: Yes (full)
• Notes: Vendor-not-liable