Refunds and cancellations

If your payment did not go through

An unsuccessful payment attempt leaves your bill pending. You can use Pay online again or choose cash on delivery after staff confirms your order. Please settle any previous pending bill before placing another order.

If your bank or UPI app shows money leaving for an order our site called failed, that is a payment we never received confirmation of, and it is reversed by the gateway on its own — usually within 5 to 7 working days. Tell us anyway, with the time and the amount, and we will chase it with Razorpay rather than leave you to.

If the kitchen cannot take your order

Staff checks your order before requesting payment. If we cannot accept it, no payment is needed. If we cannot fulfil an order you have already paid for, staff will arrange a full refund.

In full means every rupee you paid, the delivery charge included. We do not keep a fee for an order we could not cook.

Your order page tells you where it has got to. It reads Not accepted first, with the reason the shop gave, then Refund on the way once we have started the refund, and finally Refunded. The money goes back to whatever you paid with, and Razorpay usually takes 5 to 7working days to put it there.

If you want to cancel

If we have not started cooking, we will cancel it and refund you in full. If we have, we cannot — the food was made fresh for you and cannot be sold to anybody else. We would rather tell you that plainly than promise a window we cannot keep.

An order that has not yet been accepted by the kitchen is the easiest to stop, so the sooner you call, the more likely the answer is yes.

If something is wrong with what arrived

Missing item, wrong item, or food that is not what it should be: tell us the same day, and quote the bill number from your order page. We will put it right — a refund for what was wrong, or a replacement, whichever you would rather have.

Same day matters for food, and it is the only condition here. We cannot judge a complaint about a meal a week later, and we would rather be told this evening while we can still do something about it.

The quickest written route is the complaint form — it reaches us attached to your order, and you can watch what we did about it from your account page.

How a refund is paid

Always back to whatever you paid with, through Razorpay — the same card, the same UPI app, the same account. That is the only route we have, and it is the one that leaves a trail for both of us.

We cannot send a refund to a different account from the one that paid, and we cannot pay it out in cash at the counter for an order paid online. Neither is us being difficult: money that goes back the way it came can be traced by you, by us and by the gateway, and money that does not, cannot.

How long it takes

We start a refund as soon as the decision is made — for an order the kitchen turned down, that is immediately and without you asking. From there it is Razorpay's to deliver, and they usually take 5 to 7working days to reach your account.

If it has been longer than that, tell us with your bill number and we will take it up with Razorpay directly. A refund that has left us and not arrived is our problem to chase, not yours.

The two numbers to quote

Your order number is ours, and it is how we find the order on the website. Your bill number is the till's, and it is how the shop finds the money. Both are on your order page, side by side at the top.

An order that was turned down keeps its bill as a cancelled one, and the page labels it Cancelled bill — the number still means something to whoever answers the phone, so it is still worth quoting.

Talking to somebody about it

What we hold about you, and who else sees it, is on the privacy policy page.