Returns, Refunds & Cancellation Policy

Last Updated: 23 June 2026

1. Overview

As Saini's Hospitality deals in perishable food prepared fresh to order, we generally do not accept returns of delivered food for hygiene and safety reasons. We do, however, offer refunds, replacements, or cancellations under the circumstances outlined below.

2. Order Cancellation — Instant Orders

Free cancellation within 5 minutes of placing an order, provided the kitchen has not started preparation. Cancel via the order tracking page or by contacting us immediately.
Once preparation has begun, cancellation may not be possible. Requests are evaluated case-by-case and may incur a deduction for costs already incurred.
Dispatched orders cannot be cancelled.

3. Order Cancellation — Cater 9 (Catering)

72+ hours before the event: 100% refund of advance payment
Between 24–72 hours: 50% refund
Less than 24 hours: No refund, as ingredients and staffing are already committed

Terms for large events (100+ guests) are confirmed in writing at the time of booking.

4. Refund Eligibility

You are eligible for a refund in the following scenarios:

Incorrect item — received an item different from what was ordered
Missing items — one or more items from your order are missing
Quality issue — unsatisfactory food quality, supported by photo evidence submitted within 24 hours of delivery
Delivery failure — order not delivered within a reasonable time through no fault of yours
Payment error — payment debited but order not confirmed (failed or duplicate transaction)
Cancellation by us — order cancelled due to unavailability or operational constraints

5. Non-Refundable Scenarios

Refunds will not be issued for:

Change of mind after preparation has begun
Incorrect address or contact details provided by the customer
Customer unavailability at delivery location despite reasonable attempts
Subjective taste preferences unrelated to food quality or safety
Partial consumption of the order before raising a complaint

6. How to Request a Refund or Replacement

Please provide your order number, a clear description of the issue, and photo evidence where applicable. We acknowledge requests within 2 hours during business hours.

7. Turnaround Time (TAT)

Review and decision: 24–48 hours
Replacement (where feasible): next available delivery slot
Refund processing once approved: 5–7 business days to reflect in your original payment method

8. Refund Mode

Refunds are credited to the original payment method — Paytm or Razorpay (UPI, card, wallet, or net banking). For cash/counter orders, refunds may be issued as wallet credit or bank transfer, per your preference.

9. Replacement Policy

For wrong or missing items, we will, at your preference:

Dispatch a replacement at no extra cost (subject to item availability and delivery feasibility), or
Process a refund for the affected item(s)

10. Contact for Refund Queries

For all refund-related questions and requests, reach us at sainishospitality@gmail.com or +91 9502 63 6611 during business hours (Mon–Sat 11AM–11PM, Sun 12PM–10PM).