Refund & Cancellation Policy

Last Updated: May 7, 2025

At NammaOota, we strive to provide the best service possible. However, we understand that there may be instances where a refund is necessary. This policy outlines the circumstances under which refunds are issued and the process for requesting them.

1. Order Cancellations

Cancellation fees may apply based on the following conditions:

  • If you cancel an order before it is accepted by the home chef, no cancellation fee will be charged.
  • If you cancel an order after it has been accepted but before the chef begins preparation, a small cancellation fee may apply.
  • If you cancel an order after the chef has begun preparing your food, a higher cancellation fee will apply to compensate the chef for ingredients and time.
  • If the delivery person arrives at your location and you do not accept the delivery within 10 minutes, it will be considered a no-show and you will be charged the full amount.

2. Automatic Refunds

In certain situations, you may be eligible for automatic refunds:

  • Chef Cancellation: If the chef cancels the order, you will not be charged any fee.
  • Technical Issues: If a technical issue with our app prevents you from completing your order, any charges will be automatically refunded.
  • Double Charging: In the rare event that you are charged twice for the same order, the duplicate charge will be automatically refunded.
  • Excessive Delay: If your delivery is delayed by more than 60 minutes beyond the estimated delivery time without notification.

3. Refund Requests

If you believe you are entitled to a refund for reasons not covered by automatic refunds, you may request a refund through our app or customer support:

  • In-App Refund Request: Navigate to your order history, select the order in question, and choose "Report an Issue" to submit your claim.
  • Customer Support: Contact our customer support team with details of your order and the reason for your refund request.

4. Valid Reasons for Refund Requests

We consider refund requests for the following reasons:

  • Food quality significantly below standards
  • Missing items from your order
  • Incorrect items delivered
  • Food safety concerns
  • Incorrect charge amount

5. Refund Processing

When a refund is approved:

  • Processing Time: Refunds are typically processed within 3-5 business days.
  • Refund Method: Refunds will be issued to the original payment method used for the transaction.
  • Partial Refunds: In some cases, we may issue partial refunds based on the specific circumstances of your case.

6. NammaOota Credits

In certain situations, we may offer NammaOota Credits instead of a direct refund:

  • Credits are typically processed faster than refunds to original payment methods
  • Credits can be used for future orders on our platform
  • Credits do not expire and have no minimum redemption amount

7. Disputed Charges

If you dispute a charge through your bank or credit card company without first attempting to resolve the issue with us, we reserve the right to:

  • Suspend or terminate your account
  • Charge a dispute handling fee
  • Decline future refund requests

8. Contact Information

If you have any questions about our Refund & Cancellation Policy, please contact our customer support team:

Email: [email protected]
Phone: +91 9876543210
In-App Support: Navigate to "Help" section in the app

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