Order Cancellations
Because food orders are freshly prepared and highly perishable, our cancellation policy depends on the status of your order:
- Before Acceptance: You may cancel your order at any time before it is accepted by the merchant (restaurant) for a full refund to your original payment method.
- After Acceptance: Once the merchant accepts the order and begins food preparation, you can no longer cancel the order. If you choose to cancel after acceptance, you will be charged a cancellation fee equal to the full order value, and no refund will be issued.
- Cancellation by Ahaari or Merchant: If your order is cancelled by us, the merchant, or our delivery partners (e.g., due to item unavailability, restaurant closure, extreme weather, or lack of delivery riders), you will receive a full refund.
Refund Eligibility
You may be eligible for a refund, replacement, or account credits in the following circumstances, subject to verification by our support team:
- Missing Items: If items you paid for are missing from your delivery, you will receive a refund for the cost of the missing items.
- Incorrect Orders: If you receive the wrong items entirely, we will offer a replacement or a full refund for the affected items.
- Quality or Food Safety Issues: If the food delivered is spoiled, contaminated, or contains foreign objects, you are eligible for a full refund. We require clear photo/video evidence to process these claims.
- Significant Delays: If your delivery is delayed significantly beyond the estimated delivery time (excluding delays caused by force majeure like bad weather or severe traffic), you may be eligible for a partial refund or promotional credits.
Non-Refundable Scenarios
Refunds will not be issued in situations where the delivery failure is due to customer action or inaction. This includes:
- Providing an incorrect, incomplete, or invalid delivery address or contact number.
- Failing to answer phone calls from the delivery partner or support team when they attempt delivery.
- Refusing to accept the delivery or not being present at the delivery location during the delivery attempt.
- Requesting custom food preparation changes that do not match the standard menu description.
Refund Process & Timelines
Once a refund is approved by our support team, the refund will be processed back to your original payment source or issued as Ahaari Wallet credits:
- Ahaari Wallet / Credits: Issued immediately and available for use on your next order.
- Credit/Debit Cards: Refund will be credited within 5 to 7 business days, depending on your card issuer.
- Net Banking / UPI / Wallets: Refund will be credited within 3 to 5 business days.
- Cash on Delivery (COD): For COD orders, refunds can be issued to your Ahaari Wallet, or to your bank account via UPI if you provide valid bank/UPI details to our support team.
Disputes & Adjustments
All refund claims must be submitted within 2 hours of the delivery time (or scheduled delivery time) via the app's support chat or by emailing support@ahaari.com. Claims submitted after this window may not be accepted as quality issues and order statuses cannot be verified. We review all claims on a case-by-case basis and reserve the right to issue refunds in the form of platform credits, replacements, or original payment refunds.