Refund Policy

Overview

At Mahakal Online Food by AK Infra, customer satisfaction is our top priority. We are committed to providing you with fresh, high-quality food every time. In the event that something goes wrong, we have a fair and transparent refund process in place.

Please read this Refund Policy carefully. By placing an order with us, you agree to the terms described below.

1. When You Are Eligible for a Refund

You may be eligible for a full or partial refund in the following situations:

• Wrong Order Delivered: You received an item that is different from what you ordered.
• Missing Items: One or more items from your confirmed order were not delivered.
• Severely Damaged Food: The food was spilled, crushed beyond reasonable consumption, or tampered with upon delivery.
• Significantly Undercooked or Spoiled Food: The food is clearly unfit for consumption (e.g., raw, foul-smelling, visibly contaminated).
• Order Not Delivered: Your order was accepted, confirmed, and paid for, but was never delivered, and the issue is on our end.
• Cancellation Within Window: You cancelled your order within 10 minutes of placing it and before kitchen preparation began.
• Double Payment: You were charged twice for a single order due to a technical payment error.

2. When Refunds Are NOT Applicable

Refunds will not be granted in the following circumstances:

• You simply changed your mind after the order was confirmed and cooking has begun.
• You provided an incorrect delivery address, and the food was delivered to the stated address.
• You were unavailable to receive the delivery after two delivery attempts.
• The order was delayed due to exceptional circumstances beyond our control (heavy traffic, extreme weather, public disturbances, etc.).
• You disliked the taste, spice level, or presentation of a correctly prepared dish.
• The complaint is raised more than 2 hours after delivery was completed.
• The food was consumed more than 50% before the complaint was raised.
• Cash on Delivery orders where the payment was successfully collected by the delivery partner.

3. How to Raise a Refund Request

To request a refund, please contact us as soon as possible — within 2 hours of your delivery — through any of the following channels:

• 📞 Phone/WhatsApp: +91 92947 97926
• ✉️ Email: mahakalonlinefood@gmail.com
• 💬 Contact Form: Visit our Contact Us page

When raising a refund request, please provide:

• Your full name and registered mobile number.
• The order date, time, and items ordered.
• A clear description of the issue.
• Photographs of the incorrect, damaged, or missing item(s) — where applicable.

4. Refund Process & Timeline

Once your refund request is received, we will review it and respond within 24 to 48 hours. Here is how the process works:

5. Refund Methods

Refunds will be processed through the same payment method used at the time of order:

• UPI / Digital Wallets (Google Pay, PhonePe, Paytm): Refunded directly to the source UPI ID or wallet within 3–5 business days.
• Bank Transfer: Refunded to the source bank account within 5–7 business days.
• Cash on Delivery (COD): For eligible COD refunds, we will transfer the amount via UPI. Please provide your UPI ID when raising the request.

We do not issue cash refunds at our kitchen unless arranged by prior mutual agreement.

6. Partial Refunds

In certain cases, we may offer a partial refund rather than a full refund. This may apply when:

• Only specific items in a larger order were affected.
• The issue was minor and the majority of the order was correctly delivered.
• The problem was partly due to customer error (e.g., incorrect address causing delay).

The partial refund amount will be determined fairly at our discretion after reviewing the situation in full.

7. Catering & Bulk Order Cancellations

For catering and bulk orders, a separate cancellation and refund schedule applies:

• Cancellation 7+ days before event: 100% of advance paid will be refunded.
• Cancellation 3–6 days before event: 50% of advance paid will be refunded.
• Cancellation within 48 hours of event: No refund on advance. Preparation costs may have already been incurred.
• No-show or same-day cancellation: No refund. Full order value may be charged.

All catering cancellations must be communicated in writing via email or WhatsApp message.

8. Tiffin Subscription Cancellations

For monthly or weekly tiffin subscribers:

• You may pause your subscription with 24 hours' notice. Missed days will be credited to your account as extra delivery days.
• You may cancel your subscription with 48 hours' notice before your next billing cycle.
• Refunds for already-paid subscription periods will be issued on a pro-rata basis for unused days, minus any administrative charges.

9. Force Majeure

We will not be liable for delays or non-delivery of orders arising from force majeure events — including but not limited to natural disasters, strikes, extreme weather, pandemics, internet outages, or government-imposed restrictions. In such cases, we will work with you to reschedule or offer an appropriate resolution, but refunds may not apply.

10. Our Commitment

We stand by every plate we serve. If you are genuinely dissatisfied with your experience, please reach out to us. We are a small business built on trust, and we will always do our best to make things right. Your feedback helps us improve, and your satisfaction is what keeps us going.

11. Contact for Refund Queries

For any refund-related queries, complaints, or escalations, please contact us:

• Business: AK Infra — Mahakal Online Food
• Address: G/F G-01, SK Plaza, Kavi Nagar, Delhi Road, Ghaziabad – 201002, UP, India
• Phone / WhatsApp: +91 92947 97926
• Email: mahakalonlinefood@gmail.com
• Hours: Monday to Sunday, 10:00 AM – 10:30 PM