Refund Policy

1 Policy Overview

At HomeMeal, we strive to provide exceptional tiffin delivery service and customer satisfaction. This Refund Policy outlines the conditions and procedures for requesting refunds for our food delivery services. We are committed to processing refunds fairly and efficiently through our secure PhonePe payment gateway.

This policy applies to all orders placed through our website, mobile application, or any other HomeMeal service channels. By placing an order with us, you agree to the terms and conditions outlined in this policy.

2 Refund Eligibility Criteria

Refunds may be requested under the following circumstances:

Order Cancellation

• Single orders cancelled at least 2 hours before scheduled delivery time
• Subscription meals cancelled with 12+ hours advance notice
• Bulk orders cancelled with 24+ hours advance notice
• Orders cancelled due to service unavailability in your area

Quality Issues and Complaints

• Food contamination or spoilage upon delivery
• Incorrect meal delivered (different from what was ordered)
• Missing items from your order
• Packaging damage that affects food quality
• Food allergen mislabeling or undisclosed ingredients
• Temperature issues (cold food delivered when hot food was expected)

Non-Delivery Scenarios

• Order not delivered within the promised delivery window
• Delivery attempted but customer was available (with proof)
• Delivery to wrong address due to our error
• Service disruption due to technical issues on our end

Payment Failures

• Double charging or incorrect amount charged
• Payment processed but order not confirmed
• Technical errors during PhonePe payment processing

3 Refund Process and Timeline

4 Subscription Refunds

Unused Tiffin Credits

If you have unused meals in your subscription plan, we calculate refunds on a pro-rata basis based on the number of unused meals and the original subscription cost.

Mid-Subscription Cancellations

• Weekly plans: Refund available for unused days if cancelled with 24+ hours notice
• Monthly plans: Pro-rata refund for unused weeks if cancelled with 48+ hours notice
• Custom plans: Refund calculated based on unused portion and plan terms

5 Payment Method Specific Terms

6 Non-Refundable Items

The following situations are not eligible for refunds:

• Meals that have been consumed (unless quality issue reported within 2 hours)
• Orders cancelled less than 2 hours before delivery time
• Personal taste preferences or dietary dissatisfaction
• No-show deliveries where customer was unavailable without prior notice
• Orders placed beyond our service area
• Refund requests made after 7 days of delivery
• Promotional or discounted items (unless quality issues)
• Orders with repeated cancellation pattern (subject to review)

7 Refund Request Procedure

How to Request a Refund

Required Information

• Order ID or reference number
• Date and time of order/delivery
• Reason for refund request
• Photo evidence (if applicable for quality issues)
• Contact information for follow-up

Response Time

• Immediate acknowledgment of refund request
• Initial review completed within 24 hours
• Decision communicated within 2-3 business days
• Refund processing initiated immediately upon approval

8 Special Circumstances

Force Majeure Events

In case of natural disasters, government restrictions, or other force majeure events that prevent service delivery, we will provide full refunds or reschedule deliveries based on customer preference.

Technical Issues

If our app or website experiences technical difficulties leading to order processing issues, affected customers will receive immediate refunds or compensation.

Bulk Order Refunds

Corporate or bulk orders have specific refund terms based on the contract. Please refer to your specific agreement or contact our business support team.

9 Refund Support

Contact Methods

• Phone: 7798086758, 9423387253, 9423385582 (Mon-Sat, 9 AM - 7 PM)
• Email: homemeal2025@gmail.com
• WhatsApp: 7798086758, 9423387253, 9423385582
• Live Chat: Available on website and mobile app