FAQs & Cancellation Policy

Can I track my order once it's placed?

Yes. Your order can be tracked once it is confirmed by the restaurant. You will have all these details available, including your delivery partner’s contact details, and the restaurant’s on your order status page.

How do I check my order status?

After your order is placed and confirmed by the restaurant, you will receive an option to track your order status. All your pending and previous order information is also available in the menu on your app, under the option ‘View Order Status’.

Can I save multiple addresses?

Yes, you can save multiple addresses. You can also add tags to them indicating where they are your home, office, other (friends & fam), and so on.

Will Thrive be accountable for quality / quantity issues in my order?

Quantity and quality of the food are solely the restaurant partner’s responsibility. However, if you have had a problem regarding quality and quantity of your food order, please submit your feedback to us and we can convey the same to our restaurant partner.

Do you charge for delivery?

Delivery fees vary according to which delivery partner is assigned to your order, and the distance they need to travel. Based on the same, the final value of delivery charges is calculated in your total order amount.

How long do you take to deliver orders?

Standard delivery times change according to your location, and the distance from the restaurant you have picked to your location, along with prevailing conditions. Once you select your location, you can check the estimate delivery time.

Can I edit my order?

Once an order is placed, and accepted by the restaurant you cannot edit the same via the app. However, you can get in touch with our Support team, and they can help you connect with the restaurant for your request.

This, of course, does not guarantee that the restaurant will accept it based on availability of items, and other factors.

What are your delivery hours?

Delivery hours vary according to your location, and the serviceable hours the restaurants in that location offer.

Can I order from any location in Mumbai?

Once you select your location, you will get to see the serviceable restaurants’ list. Soon, we will also be in other cities across the country!

What payment methods can I use on Thrive?

We accept any online payment method, including debit & credit cards, mobile wallets, and UPI.

Are the payment methods secure?

Thrive works with Razorpay as our payment gateway partner. All of Razorpay's products are secured by an industry-standard 100% PCI DSS-compliant and certified solution.

What is your cancellation policy?

When any order is placed by you, the partner restaurant gets ten minutes to accept or decline the order, depending on the availability of the items or other related factors affecting the ability of the partner restaurant to fulfil the order, and if such an order is not accepted by the partner restaurant within the specified time, it gets cancelled automatically by the Platform, by the virtue of it not being accepted by the partner restaurant.

If any order placed by you gets cancelled by the partner restaurant either expressly, or by the Platform by the virtue of it not getting accepted by the partner restaurant, then the amount so paid by you for such order shall be refunded to the original source of your payment within 48-72 working hours of such order.

If a cancellation request is raised by you regarding any order after it is placed or accepted by the partner restaurant, Thrive escalates the same request to the partner restaurant from where the order was placed and the request is further governed by the cancellation policies adopted by such partner restaurant. It is completely the partner restaurants’ discretion to accept or reject your cancellation request. You shall also acknowledge that Thrive is not responsible for any disputes regarding cancellation requests between you and the partner restaurant.

Can I change my address after an order is placed?

Any major change in delivery address is not possible after an order has been placed. However minor changes in Flat no. / House no., corrections in the building name, street name or landmark are possible. This can be done by messaging our support team on WhatsApp. Incase a delivery executive has been assigned to your order, you can speak with them directly.

Why should I order via Thrive instead of Zomato or Swiggy?

1. Ever noticed that the restaurant’s menu price and the final price you pay for your order via these aggregators is always mismatched? Zomato & Swiggy charge commission rates ranging from 18-25% per order, which in turn, increases the final cost you pay as well. We charge low and fair commissions, which lets you pay the prices as they were intended to be, without any masking.
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2. Have you also noticed that you never get any special offers / deals from restaurants as a returning customer via Zomato & Swiggy? That’s probably because the restaurant you order from has no idea who you are! With Thrive, restaurants have complete transparency and access to customer data, and you know what that means: personalised deals and offers.
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3. The Thrive Promise tag confirms one of the two for the restaurant you’re ordering from -
• Restaurants exclusively listed on Thrive, that you won’t find on Zomato or Swiggy.
• Final bill value is at least 10% lower than on Zomato & Swiggy.
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4. Do we really need another reason? Well, we have one just in case! We’re a fun bunch, with a lot of other unique features coming soon, that you’ll get to witness as a priority user of the Thrive app.

How can I deactivate my account?

You can drop us an email at support@hashtagloyalty.com with your registered mobile number and email address, and we will do the needful.

I want to onboard my restaurant on Thrive, how can I do that?

You can simply sign-up at the following link: https://thrivenow.in/signup or email us at sales@hashtagloyalty.com