1. Which policy applies to your order

• Ordered directly on pahunakitchen.in? We handle your refund ourselves — see Sections 2–6 below.
• Ordered through Zomato or Swiggy? Refunds are primarily handled through that platform — see Section 7.

2. Cancelling a direct website order

Contact us at hello@pahunakitchen.in or the phone number provided at checkout as soon as possible after placing your order. Because we begin preparing fresh food shortly after payment is confirmed, cancellations requested after preparation has started may not be eligible for a full refund of the item cost.

3. Website orders — what's eligible for a refund

• You cancel before we've started preparing your order;
• An item you ordered was missing from the delivery;
• The order arrived spilled, leaking, or damaged through no fault of handling after delivery;
• You received a completely different dish than what you ordered;
• The food shows a genuine quality issue rather than a matter of personal taste;
• Your address fell outside our serviceable zones and the order could not be fulfilled;
• The order never arrived despite payment being confirmed.

4. What's generally not eligible

• Change of mind after preparation has already started;
• Personal spice-level or taste preference where the dish was made correctly;
• Delays caused by an incorrect or incomplete delivery address;
• Issues arising after the food has been left unrefrigerated for an extended period post-delivery.

5. How website refunds are processed

Once approved, a refund for a direct website order is issued back through Cashfree to your original payment method, typically within 5–7 business days depending on your bank.

6. Delivery fee refunds

If your order is cancelled before dispatch, or never arrives, the delivery fee is refunded along with the item cost. If the order was delivered correctly and the issue relates only to food quality or a missing item, the delivery fee is generally not refunded.

7. Refunds for Zomato or Swiggy orders

Since these orders are placed, paid for, and delivered entirely on Zomato or Swiggy, cancellations and refunds are primarily handled through that platform's own support system. We fully support and honour resolutions issued by our Delivery Partners, and you're welcome to also write to us with your order number if something needs our attention from the kitchen side.

8. Contact us

For a direct website order, write to us at hello@pahunakitchen.in with your order number. For a Zomato or Swiggy order, please raise it in-app first for the fastest resolution.