Cancellation & Refund Policy

1. Introduction

This Cancellation & Refund Policy ("Policy") explains the circumstances under which orders placed through the Bhukkadh platform may be cancelled and when refunds may be issued.

Bhukkadh is a food ordering and delivery technology platform owned and operated by Hindustaan Innovations Pvt. Ltd.

Because food and beverages are generally prepared specifically for each order and are perishable, cancellation and refund eligibility may depend on the stage of order preparation and the circumstances resulting in the cancellation or refund request.

This Policy should be read together with our Terms of Service, Privacy Policy, and Shipping & Delivery Policy.

2. Customer-Initiated Order Cancellation

3. Restaurant-Initiated Cancellations

A Restaurant Partner may cancel an order in circumstances including:

• One or more ordered items becoming unavailable;
• Restaurant closure;
• Kitchen or equipment failure;
• Inability to prepare the order;
• Excessive operational load;
• Incorrect menu availability information; or
• Other circumstances preventing the Restaurant Partner from fulfilling the order.

Where an order is cancelled by the Restaurant Partner before successful fulfilment and the customer has already made payment, Bhukkadh will generally initiate an appropriate refund for the cancelled order.

Where the cancellation is attributable to the Restaurant Partner and the order has not been fulfilled, no cancellation charge will generally be imposed on the customer.

4. Bhukkadh-Initiated Cancellations

Bhukkadh may cancel an order where reasonably necessary, including in circumstances such as:

• No suitable Delivery Partner being available;
• Technical or system failures;
• Serviceability restrictions;
• Fraud or suspicious activity;
• Payment verification failure;
• Severe weather or safety concerns;
• Government or local restrictions;
• Restaurant operational issues; or
• Other circumstances preventing safe or reasonable fulfilment.

Where Bhukkadh cancels an order that has already been successfully paid for and the customer is eligible for a refund, the applicable refund will generally be initiated to the original payment source.

5. Delivery Failure Caused by the Customer

A customer may become ineligible for a refund where an order cannot be delivered because of circumstances attributable to the customer, including:

• Providing an incorrect or incomplete delivery address;
• Providing an unreachable or incorrect phone number;
• Failing to respond to reasonable calls or delivery communications;
• Refusing to accept the order without a valid reason;
• Failing to provide required building or access instructions; or
• Failing to be available to receive the order.

The Delivery Partner may make reasonable attempts to contact the customer before the order is treated as a failed delivery.

Because food and beverages are perishable and are prepared specifically for the order, a failed delivery caused by the customer may not qualify for a refund.

6. Missing, Incorrect, Damaged, or Spilled Items

If an order is delivered with an issue such as:

• Missing item(s);
• Incorrect item(s);
• Significant packaging damage;
• Significant food spillage;
• Items that are materially different from the ordered items; or
• Other fulfilment issues,

the customer should report the issue through the Bhukkadh application or by contacting customer support as soon as reasonably possible. For best results, complaints should generally be submitted within 12 hours of delivery.

Customers may be requested to provide:

• Order ID;
• Description of the issue;
• Photographs of the delivered food;
• Photographs of packaging, where relevant; and
• Other information reasonably necessary to investigate the complaint.

After reviewing the available information, Bhukkadh may provide an appropriate resolution, which may include:

• Replacement, where available;
• Partial refund;
• Full refund; or
• Other appropriate resolution.

The amount of any refund will depend on the nature and extent of the verified issue.

7. Food Quality Complaints

If you believe that an order has a significant food quality, safety, or preparation issue, you should contact Bhukkadh Support as soon as possible after delivery.

Complaints may be reviewed based on information including:

• Order details;
• Customer description;
• Photographs or other evidence;
• Restaurant information;
• Delivery information; and
• Other relevant circumstances.

Bhukkadh may coordinate with the relevant Restaurant Partner to investigate the complaint.

Minor subjective preferences, such as personal taste preferences, spice preferences, or dissatisfaction where the food was prepared and delivered substantially as ordered, may not qualify for a refund.

Nothing in this section limits any rights or remedies available to customers under applicable law.

8. Payment Failure and Order Not Confirmed

Sometimes a payment may appear to have been deducted from a customer's bank account even though the order is not successfully confirmed.

If an amount is successfully debited but the order is not successfully created or confirmed, Bhukkadh may initiate or facilitate reconciliation and refund processing through the applicable payment service provider.

The customer may be required to provide transaction details or payment references to assist with reconciliation.

Refund timelines in such cases depend on the payment gateway, bank, card network, UPI system, or other applicable payment service provider.

9. Duplicate Payments

If a customer is charged more than once for the same order due to a technical or payment processing issue, Bhukkadh will review the transaction records.

Where a duplicate payment is confirmed, the excess amount will be eligible for refund to the applicable original payment source.

Customers should contact Bhukkadh Support with the relevant order ID and payment transaction details if they believe a duplicate charge has occurred.

10. Refund Eligibility

Depending on the circumstances, a customer may be eligible for:

11. Non-Refundable or Generally Non-Eligible Situations

A refund will generally not be available where:

• The customer cancels after food preparation has begun, subject to applicable law;
• The customer provides an incorrect or incomplete delivery address;
• The customer is unreachable after reasonable delivery attempts;
• The customer refuses to accept a correctly prepared order without a valid reason;
• The customer fails to provide reasonable access to the delivery location;
• The customer fails to collect a pickup order within a reasonable period;
• The complaint relates only to subjective taste preferences where the order was correctly prepared;
• The customer misuses promotional offers or refund mechanisms; or
• The claim is determined to be fraudulent or unsupported after reasonable review.

Bhukkadh may consider exceptional circumstances on a case-by-case basis.

Nothing in this section limits mandatory consumer rights or remedies available under applicable law.

12. Refund Method

Approved refunds for online payments will generally be processed to the original payment source used for the transaction.

Depending on the payment method, this may include:

• UPI account;
• Credit Card;
• Debit Card;
• Net Banking account;
• Authorized Wallet; or
• Another original payment method supported by the payment provider.

Bhukkadh generally does not redirect refunds to an unrelated bank account or third-party payment method.

13. Refund Processing Timeline

Once a refund has been approved, Bhukkadh will initiate the refund through the applicable payment processing system within a reasonable processing period.

The actual time may vary depending on:

• Bank processing times;
• Card issuer;
• UPI service provider;
• Payment network;
• Wallet provider; or
• Other financial institution involved in the transaction.

The processing time after Bhukkadh initiates a refund is generally outside Bhukkadh's direct control.

14. Refund Status and Delays

If a refund has been approved but has not appeared within the expected processing period, customers may contact Bhukkadh Support.

Customers may be asked to provide:

• Order ID;
• Payment transaction ID;
• Refund reference number, if available;
• Payment method; and
• Relevant transaction details.

Bhukkadh may coordinate with the applicable payment provider or financial institution to investigate delayed refunds.

15. Promotional Offers and Coupons

Refund treatment for orders involving coupons, promotional discounts, cashback, or other offers may vary depending on the specific promotion's terms.

If an order is cancelled or refunded, promotional benefits may:

• Be cancelled;
• Not be reinstated;
• Be partially restored; or
• Be handled according to the terms of the specific promotion.

Cashback, credits, or promotional benefits are not necessarily refundable as cash unless expressly stated in the applicable offer.

16. Refund Abuse and Fraudulent Claims

Bhukkadh reserves the right to investigate repeated, suspicious, or potentially fraudulent refund claims.

Where we reasonably determine that a customer is abusing the cancellation or refund process, we may:

• Reject unsupported refund claims;
• Restrict certain refund privileges;
• Suspend promotional benefits;
• Restrict or suspend the account; or
• Take other appropriate action permitted by law.

Nothing in this section prevents customers from exercising legitimate legal or consumer rights.

17. Changes to Orders

Once an order has been successfully placed, modifications such as:

• Adding additional items;
• Removing items;
• Changing quantities;
• Changing the Restaurant Partner; or
• Changing the delivery address

may not always be possible.

Customers should contact Bhukkadh Support as soon as possible if an order requires correction.

Where a change cannot be accommodated, the original order may remain subject to the cancellation rules described in this Policy.

18. Customer Support

For cancellation, refund, or payment-related assistance, please contact:

When contacting support, please provide your Order ID and relevant transaction details where available.

19. Policy Updates

Bhukkadh may update this Cancellation & Refund Policy from time to time to reflect changes in our services, payment processes, operational practices, or applicable legal requirements.

Any updated version will be published on the Platform with a revised "Last Updated" date. Customers are encouraged to review this Policy before placing orders.