1. Order Cancellation by Customer
Because all food items at Rasoova are freshly cooked to order, our cancellation policy depends on the current stage of your order:
- Before Preparation Starts (Within 60 Seconds): You may cancel your order free of charge immediately after placing it through the My Orders section or by calling customer support. A 100% refund will be issued.
- After Food Preparation Begins: Once our kitchen team accepts the order and starts cooking, cancellations cannot be accepted as fresh ingredients are already utilized.
2. Cancellation by Rasoova
In rare circumstances, Rasoova reserves the right to cancel an order due to:
- Unavailability of fresh ingredients or specific dishes.
- Extreme weather or unforeseen delivery route blockages.
- Incomplete or unreachable customer address/phone contact.
If Rasoova cancels your prepaid order, a 100% full refund will be credited back automatically to your original payment method.
3. Refund Timelines & Process
When a refund is approved by our support team, the funds are processed through our payment gateway provider (Razorpay):
- UPI / Credit & Debit Cards / Wallets: Refund will reflect in your account within 3 to 5 business days.
- Cash on Delivery (COD) Orders: If eligible for a refund due to damaged items, store credits or direct bank transfers will be issued upon support verification.
4. Damaged, Missing, or Spilled Items
Your satisfaction is our absolute priority. If your order arrives with damaged packaging, missing items, or quality issues, please take a quick picture and reach out to our team within 1 hour of delivery.
Upon verification, we will immediately provide either a free replacement delivery or a partial/full refund.
Need help with a recent order refund?
Contact our dedicated helpline or chat with us directly on WhatsApp.