Refund & Cancellation Policy
Your satisfaction is our priority
Last Updated: November 3, 2025
Overview
At Rekha's Kitchen, we strive to provide the best quality food and service. This policy outlines our procedures for order cancellations and refunds to ensure transparency and customer satisfaction.
Cancellation Policy
Orders Can Be Cancelled
- Before the restaurant accepts the order
- Within 60 seconds of placing the order (if not yet accepted)
- If the order is significantly delayed beyond estimated time
Orders Cannot Be Cancelled
- After food preparation has started
- Once the order is out for delivery
- After the order has been delivered
How to Cancel
To cancel an order:
- Call us immediately at +91 88829 56678
- Provide your order number and contact details
- Our team will confirm if cancellation is possible
Refund Policy
Eligible for Full Refund
- Order cancelled before preparation starts
- Wrong items delivered
- Food quality issues (spoiled, contaminated, or inedible)
- Missing items from your order
- Order not delivered within 90 minutes of estimated time
- Packaging is damaged or tampered with
Eligible for Partial Refund
- Some items missing from a multi-item order
- Minor quality issues with specific items
- Incorrect quantity delivered
Not Eligible for Refund
- Change of mind after order is prepared
- Taste preferences or subjective dissatisfaction
- Delay caused by incorrect address provided by customer
- Customer unavailable to receive order
- Spice level complaints (unless specifically requested)
- Orders placed through third-party platforms (subject to their policies)
Refund Process
Report the Issue
Contact us within 2 hours of delivery via phone or through the delivery platform
Provide Evidence
Share photos of the issue (if applicable) and order details
Review & Approval
Our team will review your request within 24 hours
Refund Processing
Approved refunds will be processed within 5-7 business days
Refund Methods
Online Payments
Refunded to original payment method (UPI, card, wallet) within 5-7 business days
Cash on Delivery
Refunded via bank transfer or UPI (bank details required)
Third-Party Platform Orders
For orders placed through Zomato, Swiggy, or other delivery platforms:
- Cancellations and refunds are subject to the platform's policies
- Contact the platform's customer support for refund requests
- We will cooperate with the platform to resolve any issues
- Platform-specific charges may not be refundable
Important Notes
- All refund requests must be made within 2 hours of delivery
- Food items cannot be returned once delivered due to hygiene reasons
- Refund decisions are at the sole discretion of Rekha's Kitchen management
- We reserve the right to refuse refunds for suspected fraudulent claims
- Bank processing times may vary and are beyond our control
Need Help?
For cancellations, refunds, or any concerns, please contact us:
📞 Phone: +91 88829 56678
📧 Email: contact@rekhaskitchen.in
🕐 Support Hours: 8:00 AM - 10:00 PM (All days)
We're here to ensure your complete satisfaction!