Last updated: 23-Aug’26

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)

• Once a reservation has been successfully confirmed and payment has been completed, the customer may not cancel the reservation, except where a cancellation right is expressly provided under the applicable Mäntæ Refund & Cancellation Policy.

3) Vendor Cancellation / No Stock / Store Closure

• A reservation may be cancelled by the Vendor or by Mäntæ in circumstances including, but not limited to, unavailability of the reserved food, operational issues, store closure, safety concerns, or other circumstances that prevent the order from being fulfilled.
• Where a reservation is cancelled by the Vendor or Mäntæ before collection, the customer will be notified and, where applicable, will receive a refund in accordance with the Mäntæ Refund & Cancellation Policy.
• 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

• Failure to Collect / No-Show: The customer is responsible for collecting the reserved order within the pickup window specified at the time of reservation.
• If the customer fails to collect the order within the specified pickup window, the reservation will be treated as a no-show /cancelled and will ordinarily be non-refundable.
• The customer will not be entitled to a refund merely because the order was not collected, unless otherwise required by applicable law or expressly provided under the Mealsbridge Refund & Cancellation Policy.

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.