CANCELLATION & REFUNDS
Cancellation & Refunds
Last updated: 1 November 2026
Because food is freshly prepared and perishable, cancellations work differently from other online purchases. Here is exactly what happens in each case.
Cancelling your order
- Before the kitchen accepts it (status “Order received”): contact us and we will cancel it with a full refund.
- After the kitchen has accepted or started preparing it: the order usually cannot be cancelled, because the food is already being made for you.
When we cancel
If we cancel a paid order — for example an item is unavailable, we cannot deliver to your address, or the kitchen is closed — you receive a full refund automatically.
Problems with your order
If an item is missing, wrong, damaged or spilled, or there is a quality issue, tell us within 2 hours of delivery or pickup with your order number and a photo where possible. After checking, we will offer a replacement, a refund for the affected item(s), or a full refund where the whole order is affected.
Payment issues
- If money was deducted but no order was confirmed, or you were charged twice, the extra amount is refunded in full once our payment check confirms it.
- If a payment fails, you are not charged; any amount held by your bank is released by the bank, usually within 5–7 working days.
How refunds are paid
Refunds go back to the original payment method through Razorpay. We start approved refunds within 2 working days; the money usually reaches you in 5–7 working days, though some banks may take up to 10. Coupon value and reward points used on a cancelled order are restored where possible, and points earned on a refunded order are reversed.
Contact
For cancellations and refunds, reach us via email explorexplorer02@gmail.com with your order number.