1. How refunds work

Payments are taken by Cashfree Payments. An approved refund goes back to the original payment method where that is possible. If only part of a multi-seller cart fails, we refund the affected part. The rest of the cart continues.

Where a refund is due because of the seller, we may pay you and deduct that amount from the seller. You do not have to collect it from the seller yourself.

2. Before the seller accepts

• Same-day orders: you may cancel while the order is waiting for the seller. If you have paid, we refund the order amount, including the taxes and fees shown at checkout for that order.
• Scheduled pre-orders: you may cancel before the seller accepts, or before the cut-off shown in the app, whichever is earlier.
• Food requests: you may withdraw a request before you accept an offer. After you accept an offer and pay, it is an order under this policy.

3. Prepared food — after the seller accepts

This section covers cooked dishes and meals from chefs, restaurants, and health stores.

Once the seller has accepted, or preparation has started, you generally cannot cancel. A refund at that stage is available when:

• the seller or MyPeki cancels;
• the order cannot be fulfilled because of safety, an operational failure, or an event outside reasonable control;
• the law gives you a remedy; or
• we approve a refund after we review a complaint.

Prepared food is often made for your order. Check the cart, allergens, and delivery details before you pay. A refund is not available only because you dislike the taste, if the food matched the listing and your instructions.

4. Packaged and pantry goods

This section covers MRP-packed items, oils, masalas, milled staples, organic pantry goods, and similar products from health stores, mills, organic shops, and any other seller of packed goods.

You can ask for a refund or a replacement when:

• the item is wrong, missing, or not what the listing described;
• the seal is broken or the pack is damaged;
• the item is expired, or the expiry was not disclosed when it should have been;
• the pack is short of the net quantity stated; or
• a mandatory declaration such as MRP or country of origin, where required, is missing and the law treats that as a defect.

Write to us with the order id and photos as soon as you can, and in any case within 48 hours of delivery. A change of mind after a correctly described, sealed pack has been delivered is not a defect. Nothing in this section removes a right the Consumer Protection Act gives you.

5. Fresh and frozen products

This section covers fish, poultry, mutton, and other fresh, chilled, or frozen products.

Report the issue with photos and the order id on the day of delivery. A verified complaint is refunded when:

• the product is spoiled, or it arrived warm when the listing required chilled or frozen;
• the species or cut is not what was listed;
• it was described as fresh but was thawed or previously frozen; or
• the net weight is short of the weight you paid for, beyond any variance the listing stated before you paid.

Disliking a cut that matches the listing is not a defect. Ice and packaging are not part of net weight.

6. Seller rejection, timeout, or failed delivery

• If the seller rejects the order, or does not respond within the time shown in the app, we refund what you paid for that order.
• If delivery fails because the address was wrong or you could not be reached, we look at the order. Delivery or platform fees may not be refunded when the failure came from the details you gave.
• If delivery fails because of the seller, the delivery partner, or MyPeki, we refund the affected amount.

7. How to report, and how long a refund takes

Use in-app support or email care@mypeki.com (subject: Refund Request) with the order id, what went wrong, and photos for quality, weight, damage, or expiry. Serious food-safety complaints should also go to FSSAI’s Food Safety Connect app.

• We usually start an approved refund within 3 business days of approval. Your bank or UPI app may take another 5–10 business days, and cards can take longer.
• The amount is the eligible part of what you paid, including the taxes and fees at checkout for that part.

8. What is generally not refunded

• Prepared food you cancel after cooking has started, unless section 3 applies.
• A no-show or a wrong address that you caused.
• Taste, where prepared food matched the listing and your notes.
• A change of mind on a sealed, correctly described pack.
• Promotional credits. Where a cash refund is due, it follows the cash you paid.

These limits do not apply where the law requires a refund, including for unsafe food or a defect in goods.

9. Chargebacks

If you raise a chargeback with your bank while a refund is already in progress, we may pause the duplicate until the bank dispute ends. Write to us first so an eligible refund can move sooner.

10. Grievances and changes

Refund disputes go to the Grievance Officer at care@mypeki.com or +91 97455 50666. We acknowledge consumer complaints within 48 hours and aim to redress them within one month. Full contact details are in the Terms of Service.

We may update this policy. The date above will change. Where the law requires it, we will also tell you in the app.