Cancellation and Refund Policy

Cancellation rules at a glance

1. Cancelling an order

• You must request cancellation immediately, normally within 2-5 minutes of placing the order, and only before VagharBox or the kitchen marks it Accepted or starts food preparation.
• If the kitchen has not accepted the order and preparation has not started, an approved cancellation is eligible for a full refund.
• Once the order is marked Accepted or food preparation has started, customer-requested cancellation is not eligible for any refund because fresh food is being prepared specifically for that order.
• To request cancellation, call or WhatsApp +91 92744 41604 immediately and provide the order ID.
• VagharBox may cancel an order due to unavailable items, kitchen capacity, unsafe delivery conditions, incorrect details, payment failure, suspected fraud or an event outside reasonable control. Any captured amount for an order cancelled by us will be refunded or otherwise resolved.

2. Issues eligible for review

We will review requests involving:

• A paid order that was not delivered.
• A wrong item or material item missing from the order.
• Food that arrived materially spilled, damaged or unsafe to consume.
• A duplicate payment or payment captured for an order that was not created.
• A cancellation made by VagharBox after payment was captured.

3. How and when to report an issue

Report a food, missing-item or delivery issue as soon as possible and preferably within 2 hours of delivery. Provide:

• Order ID and registered mobile number.
• A clear description of the issue.
• Photographs or a short video of the item, packaging and bill where reasonably available.
• Payment reference for a duplicate, failed or unlinked payment.

Keep the affected food and packaging until we advise whether inspection or collection is required. Delayed reports may be harder to verify, especially for perishable food.

4. Situations generally not eligible

• A change of mind, subjective taste preference or dislike of a correctly prepared item.
• An incorrect address, unreachable phone, unavailable recipient or refusal to accept a correct order. Such an order will be treated as failed/cancelled by the customer and no refund will be provided.
• Delay caused by traffic, weather, security restrictions or circumstances outside reasonable control where the food remains fit and the order is delivered.
• Incorrect customisation or allergy information supplied after preparation began.
• Minor differences in colour, garnish, presentation or appearance from illustrative images.
• A complaint without sufficient order details or reasonable evidence where verification is necessary.

This section does not limit any non-excludable remedy available under applicable consumer law.

5. Resolution, refund method and timing

After reviewing the circumstances, VagharBox may offer a replacement, redelivery, partial refund, full refund or account credit appropriate to the affected part of the order.

• Approved online refunds are returned only to the original card, UPI account or payment method used for the order.
• The refund normally appears within 5-7 working days after approval, depending on the bank or payment provider.
• For COD orders, an approved remedy may be provided by bank/UPI transfer, replacement or credit after reasonable verification.
• Delivery, handling or COD fees may be non-refundable where delivery service was already performed, unless the issue was caused by VagharBox.

6. Refund and grievance contact