Refund & Cancellation Policy

At Bhook Lagi?, we want every order to be a great experience. If something goes wrong, we will make it right. This policy explains when and how you can cancel an order and what you are eligible to receive as a refund.

You can cancel your order in the following scenarios:

• Within 5 minutes of placing the order: You may cancel your order for any reason by contacting us immediately via WhatsApp or the number provided in your confirmation. A full refund will be issued.
• After 5 minutes: Once our kitchen has begun preparing your order, cancellation is not possible. This is because food preparation starts immediately after order confirmation to ensure freshness and timely delivery.
• Non-delivery: If your order is not delivered within 90 minutes of placing it (under normal circumstances), you are entitled to a full refund.

⚠️ To cancel within the 5-minute window, please contact us immediately via WhatsApp at the number listed on the Contact page.

You are eligible for a full or partial refund in the following cases:

• Order not delivered: Your food was not delivered and we are unable to reattempt delivery within a reasonable time. Full refund.
• Wrong items delivered: You received items that do not match your order. Full refund or replacement at our discretion.
• Significantly substandard food quality: The food delivered is unfit for consumption (e.g., foreign objects, spoiled food). Full refund after verification. We may request a photo as evidence.
• Duplicate payment: You were charged more than once for the same order due to a payment gateway error. Full refund of the excess amount.
• Order cancelled by us: If we cancel your order for any reason (e.g., item unavailability, delivery area issue), you will receive a full refund.

Refunds will not be provided in the following cases:

• Order cancelled after 5 minutes of placement (kitchen preparation has begun).
• Customer provided an incorrect or incomplete delivery address and the order could not be delivered.
• Customer was unavailable to receive the delivery after multiple contact attempts.
• Minor variations in food appearance or portion size from what is depicted online, as food may look different from photography.
• Complaints about spice level or taste preferences where the item was described correctly on the menu.

To initiate a refund request:

1. Contact us via WhatsApp or email within 24 hours of receiving your order (or within 24 hours of the expected delivery time if the order was not received).
2. Provide your Order ID, the issue you experienced, and — where applicable — a photograph of the food.
3. Our team will review your request and respond within 2 business days.

Contact us at: orders@bhooklagi.in or via the Contact page.

• Online payments (Razorpay): Approved refunds will be processed within 5–7 business days back to the original payment method (UPI, card, or netbanking). The exact time depends on your bank or payment provider.
• Cash on Delivery (COD): If a refund is applicable on a COD order (e.g., we cancel the order), we will contact you to arrange a bank transfer or credit toward your next order.

Note: Refund timelines depend on banking and payment gateway processing. Bhook Lagi? is not responsible for delays caused by banks or payment processors once the refund has been initiated from our end.

In cases where only part of an order was incorrect or missing, we may issue a partial refund proportionate to the affected items. This will be communicated clearly when processing your refund.

If you are not satisfied with our refund decision, you may escalate the matter to orders@bhooklagi.in marked as "Refund Dispute". We are committed to resolving all disputes fairly and transparently.