01
Overview
At Chaafo, we are committed to ensuring a satisfying food ordering experience. If you face any issue with your order, we're here to help.
Fair and straightforward
Refunds, made clear.
We want every Chaafo order to feel right. If something goes wrong, this policy explains when you may receive a refund, how to request one, and when to expect it.
Report eligible order issues within 24 hours.
Include your Order ID and supporting photos where applicable so our team can review your request quickly.
01
Report the issue
Open My Orders, choose the affected order, and tell us what went wrong.
02
We review it
Our team checks your order details and any supporting information provided.
03
Receive your refund
Approved refunds return through the applicable payment or credit method.
Policy details
Everything you need to know
02
Eligibility for Refund
You may be eligible for a full or partial refund in the following cases:
- Wrong order delivered - Items received are different from what was ordered.
- Missing items - One or more items from your order were not delivered.
- Poor food quality - Food was stale, spoiled, or significantly different from what was described.
- Order not delivered - Your order was never received and is marked undelivered.
- Duplicate payment - You were charged more than once for the same order.
- Order cancelled before preparation - You cancelled the order before the restaurant started preparing it.
03
Non-Refundable Situations
Refunds will not be issued in the following cases:
- The order was delivered correctly and you simply changed your mind.
- The cancellation was requested after the restaurant began preparing the order.
- Incorrect delivery address was provided by the customer.
- Delay caused by factors outside Chaafo's control (traffic, weather, etc.).
- Promotional/discounted orders where the offer terms explicitly exclude refunds.
04
How to Request a Refund
- Open the Chaafo app and go to My Orders.
- Select the affected order and tap "Report an Issue".
- Choose the relevant issue category and provide a brief description.
- Attach a photo if applicable (e.g., wrong item, damaged packaging).
- Submit your request within 24 hours of receiving (or not receiving) your order.
- Alternatively, contact us at: [email protected] or call +91-9599077705
05
Refund Processing
| Refund Method | Processing Time |
|---|---|
| Original Payment Method (UPI, Card, Net Banking) | 5-7 business days |
| Cash on Delivery orders | Credits within 24 hours |
06
Cancellation Policy
- Orders can be cancelled free of charge within 2 minutes of placing the order or before the restaurant accepts it.
- Once the restaurant has accepted and started preparing your order, cancellation may not be possible and a refund may not be issued.
07
Dispute Resolution
If your refund request is denied and you believe it was in error, you may escalate the issue by emailing [email protected] with your Order ID and details. Our team will review and respond within 3 business days.
08
Changes to This Policy
Chaafo reserves the right to update this Refund Policy at any time. Changes will be notified via website.
Refund support
Need help with an order?
Share your Order ID and issue details with our support team.