Cancellation & Refund Policy
Last updated: September 2026
All meals at Maitri Foods are freshly prepared upon receipt of your order. Once an order is accepted and preparing in the kitchen, the order cannot be cancelled under any circumstances, and the order amount cannot be refunded, even if the customer cancels or declines to accept the delivery.
1. Order Cancellation Windows
You may request an order cancellation only while the order status is "Placed" (before kitchen review and acceptance).
- Before Kitchen Acceptance (Status: Placed): You may request cancellation online through your order tracking screen or by immediately calling our customer support. If approved, a 100% refund will be initiated.
- After Acceptance & In Preparation (Status: Accepted / Preparing / Ready / Out for Delivery): Food preparation starts immediately using fresh perishable ingredients. Therefore, orders cannot be cancelled and no refund will be issued once kitchen preparation has commenced.
2. Non-Refundable Scenarios
No refund shall be processed in any of the following circumstances:
- Customer requests cancellation after the kitchen has accepted the order or started preparing the food.
- Customer cancels or attempts to cancel the order after acceptance and preparation.
- Customer provides an incorrect or unreachable delivery address or phone number, leading to failed delivery.
- Customer or designated recipient is unavailable to collect the order from the delivery partner at the provided address.
- Customer refuses to accept the delivery upon the delivery partner's arrival.
3. Quality Complaints, Missing Items & Damaged Orders
We take pride in our culinary standards. In the rare event that an order arrives with missing items, incorrect dishes, or transit packaging damage:
- You must report the issue to Customer Support within 30 minutes of delivery.
- Clear photographs of the delivered items, package seal, and receipt must be provided by email to substantiate the claim.
- Upon verification, our support team will offer a replacement dish or an appropriate refund or wallet credit at our discretion.
4. Refund Processing Timeline
For eligible cancellations approved prior to kitchen acceptance:
- UPI & Net Banking: 2 to 4 business days.
- Credit / Debit Cards: 5 to 7 business days, subject to your issuing bank's processing cycles.
- Cash on Delivery (COD): No payment is collected if cancelled prior to acceptance. If a verified defect occurs on delivered COD orders, an approved refund is transferred via UPI.
5. Customer Support Contact
If you need urgent help with an active order or have questions regarding our refund policy, please contact our support desk: