1. Overview
At Shivkashi, customer satisfaction is our highest priority. We strive to provide the best quality food and service. This policy outlines our procedures for refunds and cancellations across all our services.
2. Food Order Cancellations
2.1 Time Frame
- Orders can be cancelled within 5 minutes of placing them for a full refund.
- Orders cancelled after 5 minutes are subject to review and may incur a cancellation charge.
- Orders that have already been prepared or dispatched cannot be cancelled.
2.2 How to Cancel
- Use the "Cancel Order" option in your account dashboard.
- Call our customer service at +91-9039048821.
- Send an email to info@shivkashi.co.in with your order number.
2.3 Cancellation Charges
- Within 5 minutes: No charge (100% refund).
- 5-15 minutes: 25% of order value may be deducted if preparation has started.
- After 15 minutes: Refund at management discretion.
3. Refunds for Food Orders
3.1 When Refunds Apply
You may be eligible for a full or partial refund if:
- The order was incorrect or incomplete.
- The food quality was not satisfactory.
- The food arrived damaged or spilled.
- The order was significantly delayed (more than 30 minutes past ETA).
- An item you ordered was unavailable and not communicated before delivery.
- You were charged incorrectly.
3.2 Refund Request Process
- Report the issue within 30 minutes of receiving your order.
- Provide your order number and a description of the issue.
- Include photos if reporting food quality or damage issues.
- Contact us via phone, email, or through your account dashboard.
3.3 Refund Methods and Timeline
- UPI/Card/Net Banking Payments: Refund will be credited to the original payment method within 5-7 business days.
- Wallet Payments: Refund credited back to wallet within 24 hours.
- Cash on Delivery: Refund processed as store credit or bank transfer within 3-5 business days.
- Partial Refunds: The refund amount is calculated based on the specific items affected.
4. Table Reservation Cancellations
- Free cancellation up to 2 hours before the reservation time.
- Cancellations within 2 hours of the reservation time may incur a no-show fee.
- For group reservations (10+ guests), cancellations require 24 hours notice.
- Deposits for group bookings may be non-refundable for last-minute cancellations.
- No-shows will be noted and may affect future booking privileges.
5. Event Booking Refunds
- Cancellations more than 14 days before the event: Full refund minus processing fee (5%).
- Cancellations 7-14 days before the event: 50% refund.
- Cancellations less than 7 days before the event: No refund.
- For private event bookings, specific terms will be provided in your booking agreement.
- In case of event cancellation by Shivkashi, a 100% refund will be provided.
6. Promotional Offers and Discounts
- Orders using promo codes are eligible for refunds based on the discounted amount paid.
- Expired or invalid promo codes applied to orders will not be reissued upon cancellation.
- Minimum order values for offers are calculated on the pre-discount subtotal.
7. Non-Refundable Items
The following are generally non-refundable:
- Gift cards and vouchers once purchased.
- Custom or personalized orders.
- Special event tickets unless the event is cancelled by us.
- Delivery charges for successfully delivered orders.
8. Exceptional Circumstances
We understand that exceptional circumstances arise. In cases of natural disasters, government-imposed restrictions, medical emergencies, or other extraordinary situations, we will work with you on a case-by-case basis to provide fair resolutions.
9. Dispute Resolution
If you are not satisfied with the resolution of your refund request, you may escalate the matter:
- First, speak with our shift manager on duty.
- If unresolved, email our customer relations team at info@shivkashi.co.in.
- For further escalation, you may contact consumer protection authorities as per Indian consumer protection laws.
10. Contact Us
For any questions about our refund and cancellation policy:
