Refund & Cancellation Policy

This policy explains when you can cancel an order with Rekha's Kitchen and where your money goes if you do. It applies to orders placed in the Rekha’s Kitchen app. Payments are processed by Razorpay (UPI, cards, netbanking) or paid from your Rekha’s Kitchen wallet.

1. Cancelling an order yourself

• You can cancel an order only until the kitchen accepts it. In the app, open My Orders, choose the order and tap Cancel.
• When you cancel, the full amount is refunded to your Rekha’s Kitchen wallet instantly, whether you paid online or from the wallet.
• Once the kitchen has accepted the order, cooking starts and the order can no longer be cancelled from the app. If something is wrong, contact us (see section 11) and we will help.

2. When we cancel or reject your order

If the kitchen rejects or cancels your order — for example, an item has run out, we are too busy, or delivery isn’t possible — or if the kitchen doesn’t accept the order in time and it is cancelled automatically:

• The part you paid online (UPI, card or netbanking) is refunded to the original payment method. Banks usually credit it within 5–7 working days.
• The part you paid from your wallet goes back to your wallet instantly.

3. Payment taken, but no order created

Rarely, a payment succeeds but the order isn’t created (for example, the app closed or the connection dropped during checkout). Our system detects this and credits the amount to your Rekha’s Kitchen wallet automatically, so you can use it straight away. If you don’t see it within a few minutes, contact us with your payment reference.

4. At a glance

5. Party orders

• Party orders are booked at least 12 hours ahead (some dishes may need more notice; the app shows this).
• Your booking is confirmed when the kitchen accepts it. Until then you can cancel it in the app, with an instant refund to your wallet.
• If the kitchen declines the booking, section 2 applies: online payments go back to the original method in 5–7 working days, wallet payments to the wallet instantly.

6. Homemade aachar (pickles)

• Aachar is booked by date and shipped by courier. You can cancel until the kitchen accepts the order (refund to wallet instantly); if we cancel, section 2 applies.
• If a jar arrives damaged, leaking or spoiled, tell us within 48 hours of delivery with photos and we will make it right.
• Opened jars can’t be refunded unless there is a clear quality problem. On such a claim we refund the product price; courier charges are not refundable.

7. Tiffin subscriptions

• Tiffin plans are paid from your Rekha’s Kitchen wallet.
• You can skip a day up to the cutoff — 3 hours before your delivery slot. A skipped day is not lost: your plan is extended by that day.
• If you cancel a plan, the unused part is refunded to your wallet instantly. Meals already delivered, or past the cutoff for that day, are not refunded.

8. Problems with a delivered order

If you receive a wrong or incomplete order, or food that is spoiled or clearly below standard, contact us within 24 hours with your order number and photos. Where we agree a refund is due, it is credited to your wallet. Refunds are not given for:

• a change of mind after the kitchen has accepted the order;
• an incorrect delivery address given by the customer, or no one available to receive the order;
• complaints raised more than 24 hours after delivery, or after the food has been eaten;
• minor differences in taste or presentation.

9. Your wallet

• Wallet money can be used on any future order, party booking, aachar or tiffin plan.
• You can see your balance and every transaction in the app under Profile › Wallet.

10. Orders on Zomato or Swiggy

Orders placed through Zomato, Swiggy or other platforms follow that platform’s cancellation and refund policy. Please contact the platform for those orders.

11. Contact us

Phone / WhatsApp: +91 8882956678 · Email: contact@rekhaskitchen.in. Please include your order number, what went wrong, and photos if relevant.