Cancellation Policy

1. Order Cancellation by Diners (Foodies)

Because home chefs cook in limited, made-to-order batches and purchase fresh ingredients specifically for each confirmed meal:

• Before Chef Acceptance / Cooking Window: You may cancel your order free of charge at any time before the home chef confirms acceptance or before the preparation window commences (typically up to 2 hours before the scheduled delivery slot). A full 100% refund is issued automatically to your original payment method.
• After Preparation Begins: Once the home chef has accepted the order and started preparing the meal, cancellations cannot be processed since ingredients and perishables have already been deployed.

2. Cancellations or Declines by Home Chefs

In rare situations where a home chef is unable to fulfill an order (due to kitchen capacity, family emergency, or power outage):

• The diner is notified immediately via in-app alert and WhatsApp.
• A 100% instant refund is initiated through our automated payment gateway system back to the original source.

3. 30-Minute Auto-Cancellation Safeguard

To protect diners from indefinite waiting, if a home chef does not accept or respond to an incoming order within 30 minutes of placement, our platform's automated timeout engine automatically cancels the order and executes a full refund immediately.

4. Refund Timelines & Destination

All refunds are routed strictly back to the original payment instrument used during checkout:

• UPI Payments (GPay, PhonePe, Paytm, etc.): Processed nearly instantly via NPCI IMPS/UPI banking reversal networks (typically 2 to 10 minutes; occasionally up to 24 hours depending on issuing bank).
• Debit Cards & Credit Cards: Settled through acquiring bank networks within 5 to 7 working days, adhering to standard RBI clearing cycles.
• Cash on Delivery (COD) Orders: As no online payment is collected at checkout for COD, no monetary refund is applicable upon pre-preparation cancellation.

5. How to Request Cancellation or Dispute a Meal

1. In-App: Navigate to your Active Orders screen and tap Cancel Order if before acceptance.
2. Direct Chef Coordination: Tap the WhatsApp / Call button on your order card to coordinate directly with the chef.
3. Support Resolution Desk: WhatsApp our 24/7 community desk at +91 91132 37306 or email support@communitychulha.com.

For complete details on order disputes, food quality claims, and mediation policies, please see our dedicated Refund Policy.

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