Refund & Cancellation Policy
Effective Date: 1st January 2026 | Last Updated: 17th February 2026
1. Platform Role & Legal Position
Chefgaa operates as an e-commerce marketplace/technology intermediary that facilitates online food ordering between Customers and independent Restaurant Partners.
Chefgaa:
Does not own, operate, or control Restaurant Partners.
Does not prepare food.
Is not responsible for food quality, ingredients, portion size, or allergen disclosures.
Restaurant Partners are solely responsible for:
Food preparation and safety
FSSAI compliance
Menu accuracy
Packaging and hygiene standards
Order fulfillment accuracy
2.1 Before Restaurant Acceptance
Customers may cancel an order without penalty before the Restaurant Partner accepts the order. A full refund will be issued.
2.2 After Restaurant Acceptance
Once accepted, the Restaurant Partner begins preparation immediately.
Cancellation requests are subject to Restaurant Partner approval.
Refunds may be full, partial, or denied depending on preparation status.
2.3 After Preparation or Dispatch
Orders that are prepared or dispatched are generally non-cancellable and non-refundable, except in cases of:
Restaurant error
Verified delivery failure
Substantial quality defect
3. Refund Eligibility Matrix
| Scenario | Refund Type | Responsible Party |
|---|---|---|
| Restaurant cancels order | Full refund | Restaurant |
| Item unavailable | Full/partial | Restaurant |
| Missing item | Partial | Restaurant |
| Incorrect item | Partial/full | Restaurant |
| Food quality issue (substantiated) | Case-by-case | Restaurant |
| Late delivery (Restaurant-caused) | Partial | Restaurant |
| Delay due to traffic/weather | Discretionary | Not guaranteed |
| Wrong address provided by Customer | Not refundable | Customer |
Chefgaa may process refunds operationally but does not assume primary liability for food-related claims.
4.1 Restaurant-Managed Delivery
Restaurant Partner is responsible for:
Timeliness
Packaging integrity
Delivery personnel conduct
4.2 Third-Party Delivery
Claims will be reviewed jointly.
Refunds are discretionary and evidence-based.
Delivery times displayed are estimates and not guaranteed.
5. Complaint Reporting Timeline
To comply with consumer protection requirements, Customers must report:
Food-related issues within 24 hours of delivery.
Billing/payment disputes within 7 days of transaction.
Delayed complaints may be declined unless legally required otherwise.
6. Refund Process
Customers must submit:
Order ID
Description of issue
Photo/video evidence (for quality/missing item claims)
Refund requests are reviewed within 2-5 business days. Restaurant Partner approval may be required before processing.
7. Refund Method & Timelines (India)
Refunds will be processed to the original payment method:
UPI
Debit/Credit Card
Net Banking
Wallets
Processing timeline:
Typically 3-7 working days
Subject to bank or payment gateway processing timelines
Convenience fees or payment gateway charges may be non-refundable where permitted under law.
8. Cash on Delivery (COD) Orders
Refunds, if approved, may be processed via bank transfer or UPI after verification.
Customer may be required to provide valid bank details.
9. Abuse & Fraud Prevention
Chefgaa reserves the right to:
Reject excessive or repetitive refund claims.
Require additional verification.
Suspend accounts engaging in misuse.
Recover amounts in case of fraudulent complaints.
10. Chargebacks & Payment Disputes
Customers are encouraged to contact Chefgaa before initiating a chargeback. Improper chargebacks may result in:
Account suspension
Recovery of chargeback penalties
Reporting of fraudulent activity where legally permissible
11. Restaurant Partner Indemnification
Restaurant Partners agree to indemnify and hold harmless Chefgaa from claims arising out of:
Food contamination or food poisoning
Allergen-related incidents
Labeling violations
FSSAI non-compliance
Hygiene breaches
Misrepresentation of menu items
Refunds attributable to Restaurant error may be deducted from Restaurant settlements in accordance with the Merchant Agreement.
12. Consumer Grievance Redressal (India Compliance Clause)
In accordance with the Consumer Protection (E-Commerce) Rules, 2020, Chefgaa shall:
Provide a designated Grievance Officer.
Acknowledge complaints within 48 hours.
Resolve complaints within 30 days as required by law.
Grievance contact: info@chefgaa.com
13. Governing Law
This Policy shall be governed by and construed in accordance with the laws of India.
Disputes shall be subject to jurisdiction of courts located in India, unless otherwise required under applicable consumer law.