Zomato has introduced a new initiative called Food Rescue, aimed at reducing food waste by allowing users to book cancelled orders at a discounted price. This service seeks to tackle the problem of perfectly good food going to waste when customers cancel their orders, despite Zomato’s strict zero-refund policy.

We don't encourage order cancellation at Zomato, because it leads to a tremendous amount of food wastage.

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Inspite of stringent policies, and and a no-refund policy for cancellations, more than 4 lakh perfectly good orders get canceled on Zomato, for various reasons by customers.… pic.twitter.com/fGFQQNgzGJ

— Deepinder Goyal (@deepigoyal) November 10, 2024

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How Does Food Rescue Work?

When a customer cancels an order, it will become available for other customers to book. The app will display a pop-up notification with details of the cancelled order and a lower price, visible to users within a 3km radius of the delivery partner carrying the order. The pop-up will remain for a few minutes, and if no one claims the order, it will be offered to others, ensuring the food stays fresh and avoids wastage.

More details –

The canceled order will pop up on the app for customers within a 3 km radius of the delivery partner carrying the order.

To ensure freshness, the option to claim will only be available for a few minutes.

Zomato will not keep any proceeds (except the required…

— Deepinder Goyal (@deepigoyal) November 10, 2024

Importantly, the cancelled order will not be shown to the original customer or others in the same vicinity. Once a new customer books the cancelled order, they will pay the discounted price, and the proceeds will be split between the restaurant and the original customer, excluding only necessary government taxes. Zomato will not retain any of the proceeds.

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Key Details About the Service

• Food Choice Preferences: Zomato will consider the user’s food preferences (e.g., vegetarian vs non-vegetarian) to ensure customers only see orders that fit their dietary choices.
• Exclusions: The service will not apply to distance-sensitive or perishable items like ice creams, shakes, or other foods that require immediate consumption.
• No Profit for Zomato: Zomato clarifies that it will not profit from the Food Rescue program, other than covering necessary government taxes.

Zomato’s Commitment to Reducing Food Waste

Zomato CEO Deepinder Goyal emphasized the importance of saving food from being discarded. “The top concern for us, the restaurant industry, and even the customers who cancel these orders, is to somehow save the food from going to waste,” he said. Zomato estimates that over 400,000 “perfectly good” orders are cancelled every day for various reasons, contributing significantly to food waste.

Food Rescue is part of Zomato’s broader efforts to create a more sustainable and responsible food delivery system, offering customers the chance to enjoy discounted meals while minimizing waste.

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