Effective Date: March 28, 2026
This Refund and Cancellation Policy applies to all orders placed with Zamindars Cafe and Restaurant through our website, mobile website, or Progressive Web App. Food is a perishable, made-to-order product, so cancellation and refund requests are assessed strictly in line with operational reality, fairness to customers, and payment-gateway compliance.
1. General Principle
Once an order is accepted by the restaurant and preparation begins, ingredients, kitchen time, labour, packaging, and delivery planning are committed. For that reason, orders cannot be cancelled freely after acceptance or after cooking has started.
2. Customer Cancellation Window
A customer may request cancellation within 2 minutes of placing the order and only before the restaurant accepts the order or starts preparation, whichever occurs earlier.
A cancellation request must be raised immediately through the support number or support email. Merely sending a request does not guarantee cancellation. Cancellation is effective only once confirmed by the restaurant.
3. Orders That Usually Become Non-Cancellable
Orders ordinarily become non-cancellable in the following situations:
- the 2-minute customer cancellation window has expired;
- the restaurant has already accepted the order;
- food preparation, packing, or dispatch has started;
- the order has been handed over for pickup or delivery;
- the order is a handi, bulk, scheduled, or special event order under active preparation.
4. Bulk, Handi, and Scheduled Orders
Group handi orders, bulk catering-style orders, and scheduled advance orders may involve early procurement, marination, staffing, and blocked kitchen capacity. Such orders may require longer cancellation lead times than regular orders and may become non-cancellable once procurement or prep planning begins.
5. When a Full Refund Will Be Approved
Subject to verification, a full refund may be approved if:
- the restaurant rejects the order after payment has been successfully captured;
- the restaurant is unable to fulfil the order due to closure or operational incapacity;
- the customer is charged but no valid order is created on the Platform;
- duplicate payment is captured for the same order;
- the entire order cannot be delivered due to a restaurant-side issue.
6. When a Partial Refund May Be Approved
Subject to review, a partial refund may be approved where:
- one or more items are missing from the delivered order;
- an incorrect item is supplied in place of an ordered item;
- an add-on, beverage, or side item is billed but not provided;
- part of the order is unavailable and the customer does not accept a substitute.
7. Missing Items, Wrong Items, and Quality Complaints
If you receive a wrong item, missing item, or materially compromised food, you must report the issue within 2 hours of delivery or pickup. We may request:
- order ID and registered phone number;
- clear photographs of the received order and packaging;
- a short description of the issue.
After review, we may choose an appropriate remedy such as replacement, partial refund, full refund, or store credit, depending on the severity and verifiability of the issue.
8. Cases Where Refunds Are Normally Not Available
Refunds or cancellations will ordinarily not be granted in the following cases:
- the request is made after the allowed cancellation window;
- the order has already been accepted, cooked, packed, dispatched, or delivered;
- delay is caused by traffic, weather, festival rush, route restrictions, or force majeure;
- the customer provided an inaccurate address, wrong number, or was unreachable;
- delivery is refused for reasons not attributable to the restaurant;
- the complaint relates only to personal taste preference or change of mind;
- a substantial portion of the food has already been consumed before complaint.
9. Failed Transactions and Unclear Payment Status
If money is debited from your account but the order is not confirmed, the transaction may either auto-reverse through the banking network or require manual verification from our side. Customers should share the payment reference, amount, date, and registered phone number for faster tracing.
10. Refund Mode and Timeline
All approved refunds for online payments are processed back to the original payment method via Razorpay. Approved refunds are processed back to the original payment method via Razorpay within 5-7 business days.
We do not redirect approved online refunds to a different bank account, UPI ID, card, or third-party wallet except where legally required. Final credit visibility may depend on the timelines of your bank, issuer, UPI app, or payment network.
11. Restaurant Rejection or Closure
If an order cannot be accepted because the kitchen is closed, the order volume is too high, the delivery location is outside our service zone, or the item becomes unavailable, the order may be rejected by the restaurant. If payment was captured, an applicable refund will be initiated.
12. Cash Orders
If a cash order is approved for refund, the restaurant may process the refund through cash, store credit, coupon, or bank transfer, depending on the nature of the case and what is practical under the circumstances.
13. Chargebacks and Payment Disputes
Customers are encouraged to contact us directly before initiating a chargeback with their bank or card issuer. We reserve the right to contest chargebacks that appear fraudulent, abusive, or inconsistent with verified order, delivery, or communication records.
14. Processing Standard for Refund Requests
Each claim is reviewed against available evidence, including:
- order records and status logs;
- kitchen preparation and dispatch records;
- delivery attempts or customer contact history;
- payment confirmation from Razorpay or banking partners;
- customer-provided photographs or issue descriptions.
15. Contact for Cancellation and Refund Requests
For urgent cancellations, missing-item reports, payment issues, or refund follow-up, contact hello@zamindarsachampet.in or call +91 96667 16901. Our operating address is Main Road, SH 20, Teachers Colony Area, Achampet, Nagarkurnool District, Telangana 509376.
16. Policy Changes
We may revise this policy to reflect changes in operations, law, payment-gateway compliance, or customer service processes. The most recent version published on the Platform will apply to future orders from its effective date onward.