Refund, Cancellation & Return Policy

Refund, Cancellation & Return Policy

Last Updated: June 16, 2026

Thank you for ordering from Pure Veg Satvik Rasoi. We strive to serve you fresh, authentic, and high-quality food. Because our items are freshly prepared to order and are highly perishable, our policy balances customer satisfaction with the operational realities of a cloud kitchen.

By placing an order through our website, mobile application, or integrated third-party food delivery platforms (such as Swiggy or Zomato), you agree to the terms outlined below.

1. Order Cancellations

A. Cancellations by the Customer

  • Before Kitchen Acceptance: You can cancel your order free of charge within 60 seconds of placing it, or before it is officially accepted by our kitchen staff. A full refund will be processed for prepaid orders.
  • After Kitchen Acceptance / Preparation Starts: Once the kitchen accepts the order and food preparation begins, no cancellations are permitted. If you choose to cancel the order after this point, a cancellation fee of up to 100% of the order value will be applied to cover the cost of raw materials, labor, and packaging. No refunds will be issued for prepaid orders in this scenario.

B. Cancellations by the Kitchen

On rare occasions, we may have to cancel your order due to circumstances beyond our control, including but not limited to:

  • An item running completely out of stock or being unavailable.
  • Surges in order volume causing extreme preparation delays.
  • Unavailability of third-party delivery partners to service your location.

If we cancel an order after payment has been successfully processed, a 100% full refund will be immediately credited back to your original payment source.

2. Returns and Replacements

Due to food safety, hygiene regulations, and the perishable nature of culinary products, we do not accept physical returns or exchanges of food items once they have left our kitchen premises or have been accepted by the delivery rider.

3. Refunds and Compensation Eligibility

While we do not take food back, we care deeply about your dining experience. Customers may be eligible for a full or partial refund, or a replacement item, under the following specific circumstances:

  • Wrong Item Delivered: If you receive an item completely different from what was printed on your order receipt.
  • Missing Items: If a specific portion, meal, flatbread, or accompaniment from a combo/thali was omitted during packaging.
  • Severe Quality Issues: If there is verifiable proof of food spoilage, contamination, or foreign objects.
  • Major Spillage or Damage: If the food arrives completely spilled or the container packaging is heavily tampered with or damaged upon arrival, rendering it inedible.

4. How to Claim a Refund or Replacement

To report an issue and request compensation, please follow these steps:

  1. Time Window: You must report the issue within 30 minutes of the delivery time stamp. Complaints raised after this window cannot be entertained due to food safety tracking limitations.
  2. Required Proof: You must provide clear photographic or video evidence of the issue (e.g., photos of the wrong item received, missing item gaps, or damaged packaging) along with a photo of your order bill/invoice.
  3. Channel: * If you ordered via Zomato or Swiggy, please raise the dispute directly through their respective in-app “Help” or “Customer Support” centers. They handle the primary checkout log and refund processing.
    • If you ordered directly from our platform, please reach out to our customer support team immediately via email or phone with your Order ID and attached media.

5. Refund Processing Timeline

Once a refund is approved by our team or an integrated platform aggregator:

  • The amount will automatically be credited back to the original source payment method (UPI, Debit/Credit Card, or Net Banking).
  • Turnaround Time (TAT): Depending on your banking institution, refunds typically reflect in your account within 5 to 7 business days.

6. Contact Information

For any direct questions or concerns regarding your order status, refunds, or meal quality, please contact our support desk:

  • Kitchen Entity: Satvik Rasoi
  • Operating Location: N R Enclave, Hyderabad, Telangana, India
  • Customer Support Email: support@satvikrasoi.cloud
  • Contact Number: +91-9821718700