Cancellation & Refund Policy

1. Cancellation by Customer

Before Restaurant Accepts:

• Free cancellation
• Instant refund if paid online
• No charges

After Restaurant Accepts:

• Cancellation not allowed
• Food already being prepared
• No refund

Exception - Valid Reasons:

• Restaurant delay > 60 minutes
• Wrong items confirmed by restaurant
• Food quality issue (with proof)
• Delivery partner unavailable

2. Cancellation by Restaurant

If restaurant cancels:

• Immediate notification
• Automatic full refund
• No cancellation fee
• Refund processed within 5-7 business days

3. Cancellation by Chatoree

We may cancel if:

• Address outside delivery zone
• Suspicious/fraudulent order
• Payment verification fails
• Force majeure (natural calamity, etc.)

Action: Full refund within 5-7 business days

4. Refund Eligibility

You're eligible for refund if:

• Restaurant cancels order
• Delivery delayed > 90 minutes
• Wrong items delivered
• Missing items (verified)
• Food quality issue (with evidence)
• Payment deducted but order not placed

5. Refund Process

Online Payments:

• Refund to original payment method
• Processing time: 5-7 business days
• Bank may take additional 2-3 days

Cash on Delivery:

• If applicable, refund via bank transfer
• Provide bank details to support
• Processing time: 7-10 business days

6. Refund Amount

Full Refund:

• Order cancelled before preparation
• Restaurant cancellation
• Non-delivery

Partial Refund:

• Missing items (item value only)
• Wrong items (item value only)

No Refund:

• Order delivered successfully
• Customer not available (failed delivery)
• Incorrect address provided
• Customer refused order without valid reason

7. Reporting Issues

To request refund:

1. Contact support within 24 hours
2. Provide order number
3. Explain issue with photos/details
4. Support team will verify
5. Refund approved if valid

Contact:

• App: Help → Report Issue
• Email: refunds@chatoree.in
• Phone: +91 8200408816

8. Wrong/Missing Items

Report within 10 minutes of delivery:

• Take clear photos
• Don't consume the food
• Contact support immediately
• Keep order packaging

We'll verify with restaurant and process refund.

9. Food Quality Issues

Valid complaints:

• Food spoiled/stale
• Foreign object in food
• Undercooked/overcooked
• Allergic reaction (with medical proof)

Must report within 2 hours with photos.

10. Wallet/Credits

Refunds may be issued as:

• Chatoree wallet credits (instant)
• Original payment method (5-7 days)

Your choice - specify to support.

11. Dispute Resolution

If unhappy with refund decision:

1. Email: disputes@chatoree.in
2. We'll review within 48 hours
3. Escalate to senior management
4. Final decision within 7 days

12. Fraudulent Refund Requests

We reserve the right to:

• Deny fraudulent claims
• Suspend accounts for abuse
• Take legal action for fraud

13. Contact Us

For refund queries:

• Email: refunds@chatoree.in
• Phone: +91 8200408816
• Address: C-807 Titanium City Center, 100 Ft. Anand Nagar Road, Ahmedabad - 380015, Gujarat, India