Refund & Cancellation Policy

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The short version

Cancel within about a minute of ordering and you pay nothing. After the kitchen starts cooking, food that has been made cannot be refunded. If a payment goes wrong, we fix it — that is our responsibility. If the food goes wrong, we investigate and, where the complaint is genuine, refund you and recover the cost from the restaurant.

1.Cancelling an order

Before the restaurant acceptsCancel free of charge from the order screen. Any amount paid is refunded in full, including the delivery fee.

Within 1 minute of placing the orderCancel free of charge. This is the window in which a kitchen has generally not yet begun preparation.

After preparation has startedThe order cannot normally be cancelled. Food already cooked cannot be resold and the restaurant has borne the cost. Where a cancellation is still permitted at our discretion, a deduction may be made for food already prepared.

After the rider has collected the orderThe order cannot be cancelled. If you no longer want it, you may refuse the delivery, but no refund will be due.

To cancel, use the cancel option on your order tracking screen, or contact us immediately through Help & Support.

2.When we cancel an order

We or the Restaurant Partner may cancel an order after it is placed. Where this happens and you have already paid, you receive a full refund, including the delivery fee, with no deduction and no questions asked. Reasons include:

An item turns out to be sold out or unavailable.
The kitchen is closed, at capacity, or unable to fulfil the order.
No Delivery Partner is available within a reasonable time.
Your address is outside our serviceable area, or cannot be located.
A pricing or listing error is discovered.
The order is suspected to be fraudulent.
An event outside our control prevents fulfilment.

3.Payment problems — our responsibility

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We do not disclaim anything in this clause

Payment handling is one of the two things KhauGully is directly responsible for. If money left your account and something is wrong, bring it to us and we will resolve it.

Money debited, order not createdFull automatic refund. If it has not reversed on its own, tell us and we will raise it with the gateway. Typically settled within 5–7 business days.

Charged twice for one orderThe duplicate charge is refunded in full.

Amount charged differs from checkoutThe difference is refunded in full.

Refund approved but not receivedSend us the order number. We will share the gateway reference number (ARN/UTR) that your bank needs to trace it.

Paid online for a COD orderAny resulting double payment is refunded in full.

Once we issue a refund, the time it takes to appear depends on your bank or card issuer. That final leg is outside our control, but we will give you the reference needed to chase it.

4.Problems with the food or the delivery

The contract for the food is between you and the Restaurant Partner, and food quality is their responsibility, not ours — see Clause 5 of our Terms & Conditions. That said, we do not simply leave you to it. We operate a resolution process, and where a complaint is genuine we refund you and recover the cost from the Restaurant Partner under our partner agreement.

4.1 Complaints we will act on.

Item missing from the orderRefund of the value of the missing item, once verified.

Wrong item deliveredRefund of the value of the incorrect item, or a replacement at the Restaurant Partner's option.

Order never arrivedFull refund including the delivery fee.

Package spilled, damaged or tampered withFull or partial refund depending on the extent, once verified by photograph.

Food unsafe — foreign object, spoiled, or clearly unfitFull refund, and the matter is escalated to the Restaurant Partner and, where warranted, to the food safety authority. Any claim for illness or injury lies against the Restaurant Partner.

4.2 Complaints we generally cannot refund. These are matters of taste and judgement rather than defect, and they sit with the Restaurant Partner:

The food was not to your liking, was too spicy, too bland, or not as you imagined.
The portion appeared smaller than expected, where it matches what the restaurant serves.
The dish did not look like the photograph, which is illustrative only.
A special instruction was not followed, since instructions are requests rather than commitments.
The order arrived later than the estimate, where it did arrive and was in acceptable condition.
You changed your mind after the food was prepared.

Where a delay is severe, or the food arrives cold or in poor condition because of it, we will consider a partial refund or credit on the facts.

5.How to raise a refund claim

Raise it within 24 hours of the order being delivered or the problem occurring. Claims made later are much harder to verify and may be declined.
Attach photographs for any complaint about missing, wrong, damaged or unsafe food. Keep the packaging until the claim is resolved. Photographic evidence is usually decisive.
Use the in-app form at Help & Support and select the right category, or email support@khaugully.in quoting your order number.
We aim to acknowledge within 24 hours and decide within 48 hours, and we will tell you the reason if a claim is declined.

6.How refunds are paid

Paid onlineRefunded to the original payment method through Razorpay Software Private Limited. Reaching your account typically takes 5–7 business days, depending on your bank.

Paid by cash on deliveryRefunded by UPI transfer to a UPI ID you confirm to us, or as platform credit if you prefer. We do not send cash.

Partial refundsCalculated on the value of the affected items. The delivery fee is refunded only where the whole order failed or never arrived.

Refunds are always made to the person who paid, and never to a third-party account. We may ask you to verify your identity before processing a refund.

7.Repeated or abusive claims

Refunds exist to make genuine problems right. Where an account shows a pattern of claims that cannot be substantiated, we may require photographic evidence before considering any further claim, withdraw the cash-on-delivery option, decline future claims, or suspend the account. We will tell you if we take any of these steps and why.

8.Escalation

If you are not satisfied with how a refund claim was handled, escalate it to our Grievance Officer, Shoaib Qureshi, at grievance@khaugully.in or +91 TODO. Grievances are acknowledged within 48 hours and resolved within 30 days. Nothing in this policy limits your rights under the Consumer Protection Act, 2019, including your right to approach a consumer forum.