Refund Policy

Last updated: 12 September 2026

This Refund Policy applies to orders and payments made through Punchbook, operated by PUNCHBOOK (PVT) LTD. Punchbook provides a digital ordering and payment experience for participating restaurants and cafés.

Food and drink orders

Because food and beverages are perishable and are usually prepared to order, completed orders cannot normally be returned or exchanged once preparation has started.

When a refund may be available

A full or partial refund may be considered where:

• you were charged more than once for the same order;
• a payment was taken but the order was not received by the restaurant;
• the restaurant cancels an item or the entire order;
• an item you paid for is not supplied; or
• there is another confirmed payment or order-processing error.

Requesting a refund

Please raise any issue with the restaurant as soon as possible and, where practical, within 24 hours of the order. You may also contact Punchbook through the contact details published on punchbook.online. Please provide the order reference, table number, payment amount and a short description of the issue.

How refunds are paid

Approved refunds will normally be returned to the original payment method used for the transaction. We do not issue cash refunds for card or online payments unless required by law or agreed separately.

Processing time

Once approved and submitted, we aim to process the refund within 5 business days. Your bank or payment provider may take additional time to show the refund in your account.

Failed or reversed payments

If a payment fails or is automatically reversed by the payment provider, you should not be charged permanently. Temporary authorisations or pending entries may remain visible for a short period depending on your bank.

Contact

Questions about this policy or a specific transaction can be raised through the contact information available on punchbook.online.