1. Order Cancellation Before Preparation
Customers may request cancellation as soon as possible after placing an order. If the request is received before food preparation has started, we may cancel the order and process an eligible refund.
2. Cancellation After Preparation
Once preparation has started, cancellation may not be possible because food is prepared specifically for the customer. Such orders may not be eligible for a refund.
3. Incorrect or Missing Items
If you receive an incorrect or missing item, contact us as soon as possible after receiving the order. After verification, we may provide an appropriate resolution, which may include replacement of the affected item, a refund for the affected item, or another appropriate resolution.
4. Food Quality Issues
If there is a genuine quality issue, contact us promptly after delivery. We may request photographs and order information to verify the issue before processing a refund or replacement.
5. Damaged Order
If an order arrives damaged or significantly affected during delivery, contact us promptly with the order details and, where possible, photographs. We will review the issue and provide an appropriate resolution.
6. Failed or Reversed Payments
If your payment is deducted but the order is not successfully confirmed, contact us with the transaction details. If the payment is confirmed as failed or reversed by the payment gateway or bank, the amount will be handled according to the applicable payment gateway/banking process.
7. Refund Processing
Where a refund is approved, it will normally be initiated to the original payment method used for the transaction. The time taken for the amount to appear in the customer's account may depend on the payment gateway, bank or payment provider.
8. Contact for Refunds
For refund or cancellation requests, please provide your order number, customer name, registered mobile number, date/time of order and a description of the issue.