Refund & Cancellation Policy
Last updated: January 2026
1. Overview
At Rekha's Kitchen, we strive to provide the best quality food and service. This policy outlines our refund and cancellation procedures to ensure a fair and transparent experience for our customers.
2. Order Cancellation
Cancellation Window
Orders can be cancelled within 5 minutes of placing the order, provided food preparation has not started.
- To cancel an order, contact us immediately via phone or WhatsApp
- Once food preparation begins, cancellation is not possible
- For orders placed through Zomato/Swiggy, please use their respective cancellation process
3. Refund Eligibility
You may be eligible for a refund in the following cases:
- Wrong Order: If you receive an order different from what you ordered
- Missing Items: If items are missing from your order
- Quality Issues: If the food quality is significantly below standards
- Spoiled Food: If the food is spoiled or unfit for consumption
- Cancelled Orders: If your order is cancelled within the allowed window
- Non-Delivery: If your order is not delivered
4. Refund Timeline & Destination
Our smart refund system determines where your refund goes based on your payment method and cancellation reason:
⚡ Instant Refund to Wallet
- All wallet payments (regardless of who cancels)
- When you cancel your own order
- When restaurant cancels at your request
Timeline: Instant - Available immediately in your app wallet
💳 Refund to Original Payment Method
- Restaurant cancels due to: Out of stock
- Restaurant cancels due to: Too busy
- Restaurant cancels due to: Delivery unavailable
- Restaurant cancels due to: Technical issues
- Restaurant cancels due to: Other operational reasons
Timeline: 5-7 business days to your bank account/card/UPI
| Payment Method | Cancelled By | Refund To | Timeline |
|---|---|---|---|
| Wallet | Anyone | Wallet | Instant |
| UPI/Card | Customer | Wallet | Instant |
| UPI/Card | Restaurant (Customer requested) | Wallet | Instant |
| UPI/Card | Restaurant (Other reasons) | Original Payment | 5-7 days |
5. Refund Process
Order Cancellation
Cancel through the app or contact us. Cancellation is processed immediately.
Automatic Refund Processing
Our system automatically determines refund destination based on payment method and cancellation reason.
Refund Credited
Wallet refunds are instant. Bank refunds take 5-7 business days depending on your bank.
6. Using Your Wallet Balance
- Wallet balance can be used for future orders
- No expiry on wallet balance
- View your wallet balance and transaction history in the app
- Wallet refunds are the fastest way to get your money back
7. Non-Refundable Situations
Refunds will not be provided in the following cases:
- Change of mind after order preparation has started
- Incorrect delivery address provided by the customer
- Customer unavailable to receive the order
- Complaints raised after 24 hours of delivery
- Minor variations in taste or presentation
- Orders consumed before reporting an issue
8. Pickle Products
For our homemade pickle products:
- Refunds are available for damaged or spoiled products on delivery
- Report issues within 48 hours of receiving the product
- Opened jars are not eligible for refund unless quality issues are evident
- Shipping charges are non-refundable for pickle orders
9. Third-Party Platform Orders
For orders placed through Zomato, Swiggy, or other third-party platforms, please contact the respective platform for refund and cancellation requests. Their policies and timelines will apply.
10. Contact for Refunds
To request a refund or report an issue, please contact us through:
- Phone: 9217544876
- WhatsApp: 9217544876
- Email: contact@rekhaskitchen.in
Please include your order number, description of the issue, and photos if applicable.
Our Commitment
We value your satisfaction and will work to resolve any issues promptly and fairly. Our goal is to ensure you have a positive experience with Rekha's Kitchen.