RETURN / REFUND / CANCELLATION POLICY
FOOD ORDERS
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Store-owner completion notice: The fields above are intentionally blank and must be completed by the actual
store owner/operator before publication. The owner/operator is responsible for entering accurate legal, tax,
food-safety, contact and registration information and for obtaining professional legal/tax advice where required.
These templates are not a substitute for advice from an advocate, CA, CS, FSSAI professional or other qualified
adviser.
1. Nature of food products
Freshly prepared food is generally perishable and, once preparation has started or food has been
dispatched, it may not be suitable for ordinary return. This policy therefore applies a no-routine-return
approach, subject always to mandatory rights under applicable law.
2. No routine return
Customers should not return consumed, opened or perishable food merely because they changed their
mind or no longer want the order. The store may also refuse return where food has been mishandled
after delivery.
3. Order cancellation
Cancellation before preparation may be accepted if the store’s order system permits it. Once preparation
has started, cancellation may not be possible. Any cancellation window and charges displayed at
checkout should prevail for that order, subject to law.
4. Wrong, missing or materially damaged order
If the store delivers the wrong item, omits a paid item, or the food is materially damaged or unsafe on
delivery, the customer should contact the store promptly with the order number and supporting
evidence. The store may offer replacement, correction, credit or refund as appropriate and lawful.
5. Food safety complaints
Suspected contamination, foreign objects, allergic reactions or other food-safety concerns should be
reported immediately. Customers should preserve the relevant food and packaging where reasonably
possible for investigation and should seek medical attention where appropriate.
6. Refund method and timing
Approved refunds should normally be made through the original payment method where technically
possible, or another lawful method agreed with the customer. Processing time can depend on the
payment provider, bank or UPI/payment system.
7. Delivery failure
If an order cannot be delivered because the customer supplied an incorrect address/phone number, is
unavailable, refuses receipt or otherwise prevents delivery, the store may treat the order as
non-refundable to the extent permitted by law and the checkout terms.
8. Promotional items
Free items, discounts and promotional benefits may be subject to separate terms and may not have a
cash value unless required by law.
9. Consumer rights preserved
Nothing in this policy is intended to remove any statutory consumer remedy or other legal right that
cannot lawfully be excluded.
Legal/compliance note: A strict “no refund under any circumstance” statement is not recommended for an Indian
food business. The operator should preserve remedies for wrong orders, service failures and food-safety issues,
subject to applicable law.