Refund & Cancellation Policy
Last updated: May 2025
1. Order Cancellation
You may cancel your order within 2 minutes of placing it, provided the outlet has not yet accepted it. Once an order is accepted and preparation begins, cancellation is not possible.
To cancel, go to My Orders in the app and tap "Cancel Order" if the option is available.
2. Cancellation by the Outlet
In rare cases, Chaimates or the outlet may cancel your order due to unavailability of items, operational issues, or circumstances beyond our control. In such cases, a full refund will be initiated.
3. Refund Eligibility
Refunds are applicable in the following situations:
- Order cancelled before preparation begins
- Order cancelled by the outlet
- Wrong item delivered or item missing from the order
- Payment charged but order not confirmed due to a technical failure
Refunds are not applicable for change of mind after preparation has begun, or for orders that have been delivered as described.
4. Refund Process
Approved refunds are processed to the original payment method within 5–7 business days, depending on your bank or payment provider. UPI and wallet refunds may be faster.
5. Subscription Orders
Subscription plans are non-refundable once the plan period has started. Individual deliveries within a subscription that are missed due to our error will be rescheduled or credited.
6. How to Request a Refund
If you believe you are eligible for a refund, please contact Chaimates support through the app within 24 hours of the order. Include your order ID and a brief description of the issue.