The Principle
If we got it wrong, you get your money back. That is the whole policy in one line — the rest is detail about timing, because every dish is cooked to order once your payment is confirmed.
This policy sits alongside your rights under the Consumer Protection Act, 2019. Nothing here takes those rights away.
Cancelling an Order
Cancellation depends entirely on whether we have started cooking.
| Stage | Can you cancel? | Refund |
|---|---|---|
| Placed, not yet paid | Yes | Nothing taken — nothing to refund |
| Paid, not yet confirmed | Yes | Full refund |
| Confirmed, preparation not started | Yes | Full refund |
| Being prepared | Contact us immediately | Partial or none — see below |
| Out for delivery | No | None, unless the order is wrong on arrival |
To cancel, message us on WhatsApp with your order number. That reaches the kitchen fastest. Cancelling through any other route may not reach us in time.
When We Refund
You are entitled to a full refund, or a replacement if you prefer, when:
- We cancelled your order for any reason
- Items were missing from what was delivered
- You received the wrong item
- The food arrived in an unacceptable condition — spilled, cold on arrival, or spoiled
- Delivery failed because of us, or was so late that the food was no longer worth eating
- You paid but the order was never delivered
Where only part of an order was affected, we refund the affected items rather than the whole bill.
When We Cannot
Being straight with you about the limits:
- Taste preference. A dish being spicier, sweeter or richer than you expected is not a fault. Tell us anyway — we do read it.
- Nobody available to receive. If the food was delivered to the address you gave and no one accepted it, we cannot refund prepared food.
- Wrong address supplied. If the address or phone number given was incorrect and we could not deliver, the order is not refundable.
- Reported too late. Issues raised well after delivery cannot be verified — see the window in Section 05.
- Food already substantially eaten.
- Delays outside our control — weather, road closures, or similar.
We handle disputes case by case and in good faith. If you think a decision was wrong, say so and a person will look at it again.
How to Claim
Contact us on WhatsApp with your order number, what went wrong, and a photo where relevant.
We will acknowledge your claim, look into it with the kitchen and delivery record, and tell you the outcome. If a refund is due we will confirm the amount and the UPI ID it will be sent to.
Refund Timelines
| Step | Timeframe |
|---|---|
| We acknowledge your claim | REVIEW — suggested: same day |
| Decision communicated | REVIEW — suggested: within 24 hours |
| Refund initiated by UPI | REVIEW — suggested: within 2 working days of approval |
| Money reaches your account | Typically 1–3 working days after we send it |
Refunds are returned to the UPI account the payment came from. If that account is closed, tell us and we will arrange an alternative.
The final leg depends on your bank and UPI provider, not on us. If the money has not arrived within the expected window, contact us with your order number and we will share the transaction reference.
Talk to Us
A refund question is best raised on WhatsApp — it is where the kitchen actually is.
See also our Terms & Conditions and Privacy Policy.