Refund and Cancellation Policy
Ghar Se
Thank you for choosing Ghar Se. We are dedicated to delivering fresh, hygienic, and authentic home-cooked meals. Because our platform facilitates the sale of perishable food items prepared to order by our partner home chefs, our cancellation and refund guidelines are structured differently from standard e-commerce platforms.
By placing an order on the Ghar Se app or website, you agree to the following policy.
1. Order Cancellations
Cancellation by Customer
Grace Period: You may cancel your order without any penalty within of placing it, provided the home chef has not yet accepted or started preparing the order.
Late Cancellation: If you attempt to cancel the order after the home chef has accepted it and begun preparation, Ghar Se reserves the right to deny the cancellation request. If a cancellation is processed at this stage, a cancellation fee of up to 100% of the order value may apply to compensate the chef for their ingredients and effort.
Cancellation by Ghar Se or Home Chef
We reserve the right to cancel your order under the following circumstances, in which case no cancellation fee will apply, and a full refund will be issued:
The selected home chef is unable to accept the order due to ingredient unavailability or unforeseen emergencies.
Unavailability of delivery partners in your area.
The delivery address falls outside our designated delivery zones in Rayagada.
Non-Customer Fault Cancellations
If an order is canceled by our delivery partner due to your unavailability at the delivery location, failure to answer our calls, or if you provided an incorrect/incomplete delivery address, no refund will be issued.
2. Refund Eligibility
As food is a perishable item, we do not accept physical returns of delivered orders. However, you are eligible for a full or partial refund (or Ghar Se wallet credit) under the following scenarios:
Wrong Order: The delivered meal does not match what you ordered.
Missing Items: One or more items from your confirmed order are missing.
Food Quality/Hygiene Issues: The food arrived spoiled, contaminated, or unfit for consumption. (Photographic or video evidence is strictly required).
Delivery Failure: The order was marked as delivered on the app, but you did not receive it.
Non-Eligible Scenarios
Refunds will not be issued for:
Subjective dissatisfaction with the taste, spice level, or portion size (as these vary from chef to chef).
Change of mind after the order has been prepared or delivered.
Delayed complaints. All food quality issues must be reported within [Insert Time, e.g., 2 hours] of delivery.
3. How to Request a Refund
To report an issue and request a refund:
Open the Ghar Se app and navigate to My Orders.
Select the relevant order and tap 'Report an Issue' (or 'Help').
Select the reason for your request.
Attach Evidence: For issues relating to wrong items, spillage, or hygiene, you must upload clear photographs or videos of the delivered food and packaging.
Submit the request. Our support team will review the claim within 24 to 48 hours.
4. Refund Processing Timelines
Once a refund is approved by our team, the amount will be processed back to the original payment method. Estimated timelines are as follows:
UPI / Digital Wallets: 2 to 3 business days.
Credit / Debit Cards: 5 to 7 business days.
Ghar Se App Wallet/Credit: Within 24 hours (if you opt for store credit for your next meal).
Cash on Delivery (COD): For eligible COD refunds, our team will request your bank details (UPI ID or Bank Account) to process a direct transfer.