Refund & Cancellation Policy

1. Individual Tiffin Orders

1.1 Eligible Cancellations

You may cancel an individual tiffin order and receive a full refund provided:

• The cancellation request is made before the kitchen's order cutoff time (typically 10:30 AM for lunch, 6:00 PM for dinner)
• The order has not yet been confirmed by the kitchen for preparation
• The order has not yet been dispatched for delivery

1.2 Refund Amount

1.3 Non-Delivery

If your order is not delivered due to reasons attributable to Swaadi or the kitchen (not due to an incorrect address or unavailability on your part), you will receive a full refund to your Swaadi Wallet within 24 hours.

2. Subscription Cancellations

2.1 How to Cancel

You can cancel your subscription at any time through the Swaadi app under "My Subscriptions" → "Cancel Subscription", or by contacting our support team.

2.2 Prorated Refund

Upon cancellation, you will receive a prorated refund calculated as:

Example: If you paid ₹2,500 for a 30-day subscription and cancel after 10 days, you will receive ₹2,500 ÷ 30 × 20 = ₹1,667 back to your Swaadi Wallet.

2.3 Pausing Subscription

Instead of cancelling, you can pause your subscription for up to 7 days per month. Paused days will be extended to your subscription end date. Contact support at least 24 hours in advance to pause deliveries.

3. Wallet Balance

• Wallet top-up amounts are generally non-refundable but can be used for any future order or subscription.
• In exceptional circumstances (account closure, platform unavailability), wallet balance refunds can be requested by contacting support.
• Promotional credits added to the wallet (bonuses, cashback) are non-refundable and non-transferable.
• Wallet balances do not expire as long as your account is active.

4. Refund Processing

4.1 Wallet Refunds

Refunds to Swaadi Wallet are processed instantly and available for immediate use.

4.2 Online Payment Refunds

For refunds to original payment method (bank account, UPI, credit/debit card), processing takes 5–7 business days after our confirmation, depending on your bank's policies. Razorpay handles these refunds on our behalf.

4.3 Refund to Wallet vs. Source

By default, eligible refunds are credited to your Swaadi Wallet for faster processing. If you prefer a refund to your original payment source, please specify this when contacting support. Source refunds may take longer.

5. Non-Refundable Situations

Refunds will not be issued in the following cases:

• Order already dispatched or delivered
• Cancellation requested after the kitchen has confirmed and begun preparation
• Non-delivery due to incorrect delivery address provided by the user
• Non-delivery due to user being unavailable after multiple contact attempts
• Food quality complaints without photographic evidence submitted within 2 hours of delivery
• Partial consumption of the delivered tiffin
• Change of mind after order confirmation and preparation has begun

6. How to Request a Refund