Cancellation & Refunds

1. Cancelling an order

• •You can cancel an order in the app while it is placed (before the vendor accepts it). Vendors can cancel while an order is placed or accepted — for example if an item runs out.
• •A cancelled order is not charged. If a payment was already made against it, it is refunded in full under the timelines below.
• •Once the vendor has started preparing or handed over the goods, cancellation is at the vendor's discretion — talk to the stall first; we'll help if it stalls.

2. When you're entitled to a refund

• •Duplicate or unrecognised charge: every Surge payment is cryptographically signed and protected against double-charging, so verified duplicates are rare — and refunded in full, no questions.
• •Paid but never received: you paid, the vendor confirmed nothing was delivered (or the event/stall closed before fulfilment).
• •Charged more than the listed price: prices are enforced against the vendor's live menu at order time; if a mismatch slips through, the difference is refunded.

Quality complaints about goods (cold food, wrong size) are between you and the vendor under their own policy — raise them at the stall during the event. We will share the signed payment record with both sides to settle disagreements about what was paid.

3. How to request one

Email hello@trysurge.in within 7 days of the event with your registered phone number, the event name, the amount, and roughly when you paid. The transaction history screen in the app has everything you need. You may also be asked to confirm the request from your registered number.

4. Timelines

• •Acknowledgement: within 2 business days of your email.
• •Decision: within 5 business days of acknowledgement — we verify against the signed payment record and the vendor's settlement.
• •Refund credit: approved refunds are issued to your original payment method (the bank account behind your UPI mandate) within 5–7 business days of approval. Your bank may take additional time to reflect it.

5. Mandate cancellations

Your UPI Autopay mandate can be paused or revoked anytime from your UPI app — that is a control your bank provides, effective immediately for future debits, and needs nothing from us. Revoking a mandate does not undo payments already made for goods you received; those still settle. See the Terms for how offline payments work.

6. No fees to cancel or get refunded

Surge never charges you for cancelling an order, revoking a mandate, or receiving a refund.