Cancellations & refunds

Unpaid orders: if you choose to pay at the counter and do not pay within the time shown on your order, the order is cancelled automatically. Nothing is charged.

Cancelling a paid order: food and drinks are made fresh once the vendor accepts your order. You can ask the help desk at the event to cancel a paid order until the vendor accepts it, and you get a full refund. After the vendor has accepted it, the order cannot be cancelled.

Vendor cannot fulfil: if a vendor rejects your order, runs out of an item, or cannot hand it over, you get a full refund of what you paid for those items.

Wrong or missing items: tell the vendor or the help desk before you leave the counter. If the vendor cannot fix it, the affected items are refunded.

Charged twice: if you were charged twice for the same order, the extra payment is refunded in full once it is confirmed with Razorpay. You do not need to ask.

Orders not collected: please collect your order when your token is called. Ready orders that are not collected by the end of the event are not refunded.

How you get your money back: online, card and UPI payments are refunded to the same card, UPI ID or account you paid with, usually within 5–7 working days after we approve the refund. Cash payments are refunded in cash at the counter or help desk during the event.

Contact: speak to the help desk at the event, or write to support@krux.live within 7 days of the event with your order number or token. We reply within 2 working days.