RETURN, CANCELLATION AND REFUND POLICY

1 Scope

This Policy applies to food, beverages, meal plans, catering orders and related products or services ordered directly through the Nanighar Platform.

Orders placed through Zomato, Swiggy, another marketplace or a third-party platform may also be subject to that platform’s cancellation and refund policy.

2 No Physical Return of Delivered Food

Food and beverages are perishable and may become unsafe after leaving the controlled delivery process.

Therefore, Nanighar ordinarily does not accept physical returns of food after delivery.

This restriction does not affect your right to report a defective, unsafe, missing, incorrect, contaminated, materially damaged or undelivered order and request an appropriate refund, replacement or credit.

Do not consume food that appears contaminated, spoiled, tampered with or unsafe.

3 Customer Cancellation

Before Food Partner acceptance

Where the Platform permits cancellation before the Food Partner accepts or begins processing the order, the customer may receive a full refund of the prepaid amount.

After acceptance or preparation begins

Once the Food Partner has accepted the order or started procuring ingredients or preparing the food, cancellation may not be possible because the product is customised and perishable.

Where cancellation is operationally possible, Nanighar may deduct only an amount reasonably reflecting costs already incurred, as permitted by law and disclosed to the customer.

No arbitrary or undisclosed cancellation charge will be imposed.

Scheduled and catering orders

Scheduled meal plans, bulk orders and catering orders may have a separate cancellation window displayed during booking or stated in the quotation.

Unless otherwise agreed:

• cancellation more than [48/72] hours before the scheduled service may qualify for a full or partial refund;

• cancellation within [48/72] hours may be subject to deduction of committed ingredient, staffing, logistics or preparation costs; and

• custom-made or large-volume orders may require a non-refundable advance after confirmation.

The applicable terms must be communicated before payment.

4 Cancellation by Nanighar or a Food Partner

Nanighar or a Food Partner may cancel an order because of:

• ingredient or item unavailability;

• food-safety concerns;

• kitchen emergency;

• delivery-service disruption;

• incorrect pricing;

• payment or technical failure;

• service-area restrictions;

• inability to meet an essential dietary instruction; or

• circumstances beyond reasonable control.

A prepaid order cancelled by Nanighar or the Food Partner will qualify for a full refund of the amount collected for the cancelled item or order.

Nanighar may also offer a replacement or account credit, but the customer may choose a monetary refund where required by applicable law.

5 Issues Eligible for Review

A replacement, refund, partial refund or credit may be available where:

• the order was not delivered;

• the wrong dish was delivered;

• a paid item was missing;

• the food or packaging was materially damaged or spilled;

• the food was spoiled, contaminated or reasonably unsafe;

• the food contained a material undisclosed allergen or ingredient contrary to confirmed instructions;

• the quantity was materially lower than the stated quantity;

• the item materially differed from its description;

• the order was delivered materially later than represented, in circumstances attributable to Nanighar, the Food Partner or delivery partner; or

• the customer was charged more than the confirmed payable amount.

6 Issues Generally Not Eligible

A refund may ordinarily be declined where:

• the complaint is based only on subjective taste, spice preference or personal dislike;

• there is a minor and reasonable variation in handmade food presentation;

• the customer submitted an incorrect address or contact number;

• the customer was unavailable despite reasonable delivery attempts;

• the customer refused the correct and compliant order without valid cause;

• food quality deteriorated because it was not consumed or stored appropriately after delivery;

• the complaint was made after an unreasonable delay that prevents verification;

• the order was purchased through an unauthorised channel; or

• the evidence indicates fraud or misuse.

This section does not limit statutory rights relating to defective goods, deficient service, unsafe food or unfair trade practices.

7 Reporting an Order Problem

Customers should report an issue as soon as reasonably possible, preferably within two hours of delivery, through:

• the Help or Support section of the Platform;

• [Customer Support Email];

• [WhatsApp/Telephone Number]; or

• another support channel displayed on the order page.

For food-safety issues, report the matter immediately.

The customer may be asked to provide:

• order number;

• registered mobile number;

• description of the issue;

• photographs or video of the item and packaging;

• affected item details; and

• any other information reasonably required to investigate.

Failure to provide photographs will not automatically invalidate a genuine complaint where photographs were impractical or the issue can be verified through other information.

8 Resolution Options

After reviewing the complaint, Nanighar may offer:

• replacement of the affected item;

• refund for the affected item;

• partial refund;

• full refund;

• Nanighar account credit;

• coupon or goodwill credit; or

• another reasonable resolution agreed with the customer.

A coupon or account credit will not replace a monetary refund where the customer is legally entitled to receive money back.

9 Refund Method and Timeline

Approved refunds will normally be issued to the original payment method.

Where that is not technically possible, Nanighar may request verified bank or UPI details or offer another lawful refund method.

Nanighar will generally initiate an approved refund within five to seven business days. The final credit time may depend on the bank, card issuer, UPI provider or payment gateway.

Cash-on-delivery refunds may require verified bank-account or UPI information.

Delivery, packaging or platform charges may also be refunded where the entire order failed or where required by law. For partial issues, only charges reasonably connected to the affected item may be refunded.

10 Chargebacks

Customers should contact Nanighar before initiating a bank or card chargeback so that the matter can be investigated.

Fraudulent, duplicate or unjustified chargebacks may lead to temporary account restriction. This does not prevent a customer from exercising a lawful chargeback right.

11 Food-Safety Complaints

For suspected contamination, adulteration, foreign objects, tampering or illness:

1. stop consuming the food;

2. preserve the packaging, label and remaining food where safe;

3. photograph the food and packaging;

4. contact Nanighar immediately; and

5. seek medical assistance where necessary.

Nanighar may escalate the complaint to the Food Partner, delivery partner, laboratory, insurer, FSSAI or another competent authority as appropriate.

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