When a food delivery order gets cancelled due to unforeseen reasons, a common question arises: What actually happens to that food? Does the delivery partner keep it, does it go back to the restaurant, or is it sold to another customer?
Such experiences frequently surface on Reddit. Recently, a user bought a cancelled order through Zomato's 'Food Rescue' feature and questioned the entire process. However, an individual user's experience doesn't define company policy. The real picture is understood through the official policies of Zomato and Swiggy.
How does cancelled food reach another customer?
Zomato introduced the 'Food Rescue' feature in November 2024. According to the company, roughly 4 lakh such orders were cancelled every month while still fresh and fit for consumption. To prevent food wastage, the company introduced an option for nearby customers to purchase these cancelled orders at a discounted price, and the same delivery partner delivers it to the new user. However, not all cancelled orders are eligible for this feature.
Items like ice creams, milkshakes, and smoothies whose quality can quickly deteriorate due to temperature and distance are excluded from Food Rescue.
What do delivery partners and restaurants get?
According to Zomato, delivery partners are compensated for the entire trip from picking up the food to delivering it to the new customer. Restaurant partners receive compensation for the original cancelled order, and if another customer buys it via Food Rescue, the restaurant gets a share of that sale too. Therefore, it is incorrect to assume that cancelled food automatically belongs to the delivery partner.
What are Swiggy's cancellation policies?
According to Swiggy's official refund and cancellation policy, cancelling an order after placing it may incur a cancellation fee up to the full order amount to compensate for potential losses incurred by the restaurant and delivery partner. However, if the cancellation is due to issues originating from Swiggy, the restaurant, or the delivery partner, cancellation charges may be waived and eligible refunds processed.
What to do if you don't get a refund?
If you face refund issues after order cancellation, you can first raise a complaint with the app's customer support center. If unresolved, complaints can be lodged with the National Consumer Helpline (NCH) by dialing 1915 or 1800-11-4000, or via their official website and WhatsApp.
Ultimately, there is no single answer to who gets the cancelled food. It depends on the reason for cancellation, the state of the food, and the platform's policies.
'The Freelance' does not independently verify the authenticity of viral videos and claims circulating on social media platforms. Video credits: Respective social media creator / handle.
