1. Overview

MyPeki connects Food Lovers with independent Cooks. Refunds and cancellations depend on order status, order type (same-day, scheduled pre-order, or food-request offer), payment status, and applicable law. Amounts shown at checkout include item prices, applicable taxes, delivery or platform fees, and any discounts applied in the app.

Payments are processed by our payment partner Cashfree Payments. Approved refunds are returned to the original payment method wherever technically possible.

2. Before the Cook accepts or starts preparation

• Same-day orders: You may cancel while the order is awaiting Cook acceptance, subject to in-app status. If payment was collected, a full refund of the order amount (including taxes and fees shown at checkout) is typically initiated automatically or on approval.
• Scheduled pre-orders: You may cancel before the Cook accepts or before the cut-off shown in the app for that order type and kitchen, whichever applies first.
• Food requests: You may withdraw a request before you accept an offer. After you accept an offer and complete checkout, the accepted offer is treated as an order under this policy.

3. After acceptance or during preparation

Once a Cook has accepted an order or begun preparation (as shown in order status), cancellation may not be available. Refunds at this stage are generally not available except where:

• the Cook or platform cancels the order;
• the order cannot be fulfilled due to operational failure, safety, or force majeure;
• you are entitled to a remedy under applicable consumer protection law; or
• we approve a goodwill or dispute resolution refund after review.

Home-prepared food is often made to order. Please review your cart, allergens, and delivery details carefully before confirming payment.

4. Cook rejection, timeout, or non-fulfilment

• If a Cook rejects an order or does not respond within the timeout shown in the app, any amount paid for that order is refunded in full to the original payment method, usually without you needing to contact support.
• If only part of a multi-kitchen cart is affected, refunds apply to the affected sub-order; other sub-orders continue under their own status.
• If fulfilment fails after payment (for example repeated failed delivery attempts due to incorrect address or unavailability at handoff), refund eligibility is assessed case by case. Delivery or platform fees may be non-refundable where the failure results from incorrect information you provided.

5. Quality, wrong item, or food-safety concerns

Report quality issues, missing items, or food-safety concerns promptly through in-app support or care@mypeki.com (subject: Refund Request) with your order ID and a brief description. We may request photos or additional details.

Verified issues may qualify for a full or partial refund or, where appropriate, a credit or re-delivery coordinated with the Cook. Serious food-safety complaints should also be reported through FSSAI’s Food Safety Connect app where applicable.

6. Refund method and timelines

• Approved refunds are initiated through Cashfree to the original payment method (UPI, card, or other method used at checkout).
• We typically initiate approved refunds within 3 business days of approval. Depending on your bank or payment provider, the amount may take an additional 5–10 business days (sometimes longer for cards) to appear in your account.
• Refund amounts match the eligible portion of what you paid through MyPeki for the affected order, including applicable taxes and fees shown at checkout for that order.

7. Non-refundable amounts

The following are generally non-refundable once an order has been accepted and prepared, unless required by law or we decide otherwise:

• orders cancelled by you after preparation has started;
• no-show or failed handoff where you were unreachable or provided incorrect delivery details;
• subjective taste preferences where the order matched the listing and instructions; and
• promotional credits or referral rewards (refunds, when due, are applied to cash paid where possible).

8. Chargebacks and duplicate requests

If you initiate a chargeback with your bank while a refund is in progress, we may pause duplicate processing until the dispute is resolved. Please contact us first so we can resolve eligible issues faster.

9. Grievance redressal

For refund or cancellation disputes, contact our Grievance Officer at care@mypeki.com (subject: Grievance) or +91 97455 50666. We aim to acknowledge complaints within 48 hours and resolve them within 30 days, subject to applicable law. See our Terms of Service and Privacy Policy for full contact details.

10. Changes

We may update this policy from time to time. The “Last updated” date above will change when we do. Material changes may also be communicated in the app where required.