Refund and Cancellation Policy
Refund Policy
Effective Date: 01 January 2025
This Refund Policy governs all orders placed for dine‑in, take‑away, and online orders through our website, mobile interfaces, or direct channels (collectively, “Orders”). By placing an Order with us, you agree to the terms below.
1. Order Cancellation by Customer
1.1 Before Preparation
You may cancel an order before it is accepted or enters preparation by contacting us immediately. In such cases, a full refund will be issued.
1.2 After Preparation Begins
Once the order is accepted and preparation has begun; cancellation will generally not be permitted and will be handled at our discretion.
1.3 Third‑Party Delivery Platforms
For Orders placed through third‑party delivery partners (e.g., Zomato, Swiggy), you must follow the respective platform’s cancellation process and timelines. We will cooperate with the platform to resolve cancellations or refunds as applicable.
2. Refund Eligibility
Refunds may be issued in the following cases, at our discretion:
2.1 Order Not Fulfilled
The Order is not delivered due to operational issues at our end (e.g., item unavailable, restaurant closure).
Orders cancelled by us due to item unavailability or other logistical reasons.
2.2 Quality or Fulfilment Issues
Wrong item delivered.
Missing items from your Order.
Evident quality issues (e.g., spoiled/cooked incorrectly), provided you report the issue within a specified timeframe (see Section 3).
2.3 No Refund for:
Change of mind or subjective taste preferences (e.g., spice level, personal expectation).
Delay due to customer unavailability at delivery or incorrect address.
Items consumed or partially consumed.
Note: Food items cannot be returned physically once delivered due to hygiene and safety norms.
3. Reporting Issues & Timeframes
3.1 Time to Report
All refund requests for delivered orders must be reported within 24 hours of delivery. For quality or delivery issues, please provide photographs and order details when asked for verification.
3.2 How to Report
Contact us via the customer support number or email provided in your Order receipt.
For Orders placed through third‑party platforms, initiate the complaint through the platform’s support mechanism first, and we will assist as needed.
4. Refund Process & Timeline
4.1 Review & Approval
Once a valid refund request is received, we will review the details and notify you of the decision within 2–3 business days.
4.2 Refund Issuance
Online Payments: In principle, refunds are credited to the original payment method within 5–10 business days, depending on bank/payment provider timelines.
Cash on Delivery (COD) or when original payment method cannot be processed: Where eligible, refunds will be issued via bank transfer or UPI to the account details you provide.
5. Partial Refunds & Credits
5.1 Partial Refunds
In some cases (e.g., missing items or minor quality concerns), we may issue partial refunds based on the proportional value of affected items.
5.2 Store Credit
At our discretion, we may offer store credit in lieu of a monetary refund, especially for minor issues or future orders.
6. Special Circumstances
6.1 Duplicate Payments or Technical Errors
If you are charged incorrectly due to a technical issue or duplicate payment, please contact support with your payment reference ID. We will investigate and issue a refund if found valid.
6.2 Unforeseen Events
In events like natural disasters or systemic outages, we may provide refunds or credits in exceptional cases at management’s discretion.
7. Governing Law & Dispute Resolution
This policy is governed by the laws of India. Any dispute arising out of this Policy or refunds will be subject to the exclusive jurisdiction of courts in the city where the restaurant branch or office is registered.
8. Contact for Refunds & Cancellations
For any queries or assistance regarding refunds or cancellations:
Thamarai Foods & Trading Private Limited
Email: [email protected]
Phone: +91 91505 70557
Address: No.29 Burkit Road T Nagar Chennai 600017 India