Cancellation, Refund & Delivery Policy

This page explains how delivery works, when you can cancel an order and what we do if something is wrong with your food. Please read it before ordering – it helps avoid misunderstandings.

1. Delivery

• Area: we deliver in and around Baijnath (Distt. Kangra, Himachal Pradesh). If your address is outside this area we will tell you, and you can choose takeaway instead.
• Charges: home delivery is FREE – there are no delivery charges.
• Time: usually 30–60 minutes after we confirm your order on WhatsApp or by phone. At busy times, in bad weather or on difficult roads it may take longer; we will keep you informed.
• Hand-over: please be available at the address and keep your phone reachable. If we cannot reach you after reasonable attempts, the order may be cancelled.
• Check on delivery: please check your items when you receive them and tell the delivery person or message us straight away if anything is missing.
• Takeaway: if you choose takeaway, we will tell you when your order is ready to collect from our cafe.
• Payment: Cash on Delivery.

2. Cancelling an order

By you

• You can cancel free of charge within 5 minutes of placing the order, before we start preparing it. To cancel, message us on WhatsApp or call +91 94189 41707 with your order number.
• Once we have started cooking, we cannot cancel the order because the food is made fresh for you.

By us

• We may cancel if a dish is unavailable, the address is outside our delivery area, we cannot reach you to confirm, or delivery is not possible (for example due to weather or road closures). We will always tell you, and since payment is made on delivery you will not be charged.

3. Food cannot be returned

For hygiene and food-safety reasons, food that has been delivered or collected cannot be returned or exchanged. Instead, if there is a genuine problem, we will fix it as described below.

4. Wrong, missing or poor-quality food

If you receive a wrong item, an item is missing, the food is spilled or damaged, or it is not fit to eat:

1. Tell us within 30 minutes of delivery on WhatsApp or by calling +91 94189 41707.
2. Share your order number and a photo of the item(s), and keep the food and packaging until we reply.
3. We will check and reply as soon as possible, usually within the same day.

If the problem is confirmed, we will – at your choice where possible – replace the item, deliver the missing item, reduce the amount you pay (if you have not paid yet) or give you a refund.

5. Refunds

• Approved refunds are paid by UPI or cash, normally within 5–7 working days.
• Refunds are not given for: a change of mind after cooking has started; personal taste preferences (for example spice level) when the dish was prepared as described; delays or failed delivery caused by a wrong address or an unreachable phone; or allergies we were not told about when you ordered.

6. Complaints and escalation

Most issues are solved quickly on WhatsApp. If you are not happy with our response, contact our Grievance Officer using the details below. We acknowledge complaints within 48 hours and aim to resolve them within one month.