Refund & Cancellation Policy

1. Overview and Core Philosophy

At The Cozy Kitchen, we take great pride in culinary authenticity, fresh ingredient preparation, and customer satisfaction. Because our dishes are freshly cooked upon order using authentic recipes, pure desi ghee, and premium provisions, we adhere to a balanced cancellation and refund policy designed to be fair to both our guests and our kitchen team.

2. Pre-Booked Specialty Orders (Dal Baati Churma)

Our signature Rajasthani Dal Baati Churma requires intensive advance preparation, slow tandoor baking, and generous soaking in pure desi ghee. For all pre-booked orders:

3. Regular Online Food Orders (Immediate Delivery & Takeaway)

For standard on-demand orders (dosas, parathas, curries, thalis, Chinese, snacks, and beverages):

• Immediate Cancellation: You may cancel your order within 5 minutes of placing it, provided our kitchen has not commenced food preparation. A full refund will be initiated.
• Orders in Preparation: Once kitchen preparation has started (typically 5 to 7 minutes after order placement), orders cannot be cancelled or refunded, as prepared perishable food cannot be restocked or reused.

4. Quality Concerns, Incorrect, or Missing Items

We strive for complete accuracy and high culinary quality on every plate. In the unlikely event of an issue:

• Missing or Incorrect Item: If an item is missing from your package or an incorrect item was delivered, please inform us within 30 minutes of delivery by calling +91 98166 53280. We will promptly dispatch the missing item or issue an immediate refund for the affected dish.
• Food Quality or Spill Damage: If your order arrived significantly damaged during transit, please take a clear photograph and send it to our WhatsApp helpline within 30 minutes. Upon quick review, we will provide an immediate replacement or full refund.

5. Refund Processing Timelines & Methods

All approved refunds are handled transparently and processed according to the original payment channel:

• UPI & Net Banking: Credited back to the linked bank account within 2 to 5 business days.
• Credit & Debit Cards: Processed through our certified payment gateway (Razorpay) and credited within 5 to 7 business days, subject to your card issuer's billing cycle.
• Cash on Delivery (COD) Orders: Refunds are provided either via instant UPI transfer to your verified mobile number or as a dining credit for your next visit.

6. Non-Refundable Scenarios

Refunds will not be issued under the following circumstances:

• If the delivery driver arrives at the customer's specified address but the customer is unreachable via phone or refuses to accept the order after 15 minutes of waiting.
• If an incorrect delivery address or incorrect contact number was supplied during checkout.
• Subjective taste preferences where the food was prepared accurately according to standard recipe specifications.

7. How to Request a Cancellation or Refund

To cancel an order or report an issue, please contact our restaurant management team immediately: