Refund & Cancellation Policy

Last updated: 2 May 2026

Because we cook fresh and ship perishable food, our refund and cancellation rules differ from a typical retail policy. Please read this carefully before ordering.

1. Cancelling an order

• Before kitchen prep starts — you can cancel an order free of charge by calling +91 98075 37537 or replying on WhatsApp to your order confirmation. We will refund the full amount.
• After kitchen prep has started — because the food is being made fresh for you, we cannot cancel the order. The food will be delivered as planned.
• Out-for-delivery — once the rider has picked up your order, it cannot be cancelled.
• Orders placed via Swiggy or Zomato are governed by those platforms' cancellation rules; please cancel within their app, not with us.

2. When you'll receive a refund

We will issue a refund (full or partial) in the following cases:

• You cancelled the order before kitchen prep started.
• We cancelled or could not deliver the order — for example, due to an item being unavailable, your address falling outside our delivery zone, or a kitchen-side issue.
• The food arrived in an unacceptable state — wrong item, missing item, spoiled / damaged in transit. We may ask for a photo so we can investigate and stop it from happening again.
• You were double-charged due to a payment-gateway error.

If only part of an order has a problem, the refund will reflect the value of the affected items, not the full order.

3. How to request a refund

Within 24 hours of delivery, contact us:

• WhatsApp: +91 98075 37537 (fastest)
• Phone: +91 98075 37537
• Email: info@flaxitup.com

Please include your order ID and a brief description of the issue. Photos are very helpful for damaged or wrong-item complaints.

4. Refund timelines

• UPI / wallet — typically within 1-2 business days of approval.
• Cards / net banking — typically within 5-7 business days, depending on the bank.
• Refunds are credited back to the original payment method. We don't issue cash refunds.
• Razorpay handles the refund execution. Once we initiate the refund you'll get an email/SMS confirmation from them.

5. What we don't refund

• Subjective dissatisfaction with food taste, when the food was delivered as ordered.
• Late delivery caused by traffic, weather, or other causes outside our control — though we may offer a goodwill credit at our discretion.
• "Buyer's remorse" cancellations after kitchen prep has started.
• Orders flagged as fraudulent or violating our Terms & Conditions.

6. Contact

If you've already requested a refund and haven't heard back within 2 business days, escalate to info@flaxitup.com.