Effective Date: 1st January 2026
Last Updated: 17th February 2026

1. Platform Role & Legal Position

Chefgaa operates as an e-commerce marketplace/technology intermediary that facilitates online food ordering between Customers and independent Restaurant Partners.

• Does not own, operate, or control Restaurant Partners.
• Does not prepare food.
• Is not responsible for food quality, ingredients, portion size, or allergen disclosures.

Restaurant Partners are solely responsible for:

• Food preparation and safety
• FSSAI compliance
• Menu accuracy
• Packaging and hygiene standards
• Order fulfillment accuracy

2. Order Acceptance & Cancellation

2.1 Before Restaurant Acceptance

Customers may cancel an order without penalty before the Restaurant Partner accepts the order. A full refund will be issued.

2.2 After Restaurant Acceptance

Once accepted, the Restaurant Partner begins preparation immediately.

• Cancellation requests are subject to Restaurant Partner approval.
• Refunds may be full, partial, or denied depending on preparation status.

2.3 After Preparation or Dispatch

Orders that are prepared or dispatched are generally non-cancellable and non-refundable, except in cases of:

• Restaurant error
• Verified delivery failure
• Substantial quality defect

3. Refund Eligibility Matrix

Chefgaa may process refunds operationally but does not assume primary liability for food-related claims.

4. Delivery Terms

4.1 Restaurant-Managed Delivery

Restaurant Partner is responsible for:

• Timeliness
• Packaging integrity
• Delivery personnel conduct

4.2 Third-Party Delivery

• Claims will be reviewed jointly.
• Refunds are discretionary and evidence-based.

Delivery times displayed are estimates and not guaranteed.

5. Complaint Reporting Timeline

To comply with consumer protection requirements, Customers must report:

• Food-related issues within 24 hours of delivery.
• Billing/payment disputes within 7 days of transaction.

Delayed complaints may be declined unless legally required otherwise.

6. Refund Process

Customers must submit:

• Order ID
• Description of issue
• Photo/video evidence (for quality/missing item claims)

Refund requests are reviewed within 2–5 business days. Restaurant Partner approval may be required before processing.

7. Refund Method & Timelines (India)

Refunds will be processed to the original payment method:

• UPI
• Debit/Credit Card
• Net Banking
• Wallets

Processing timeline:

• Typically 3–7 working days
• Subject to bank or payment gateway processing timelines

Convenience fees or payment gateway charges may be non-refundable where permitted under law.

8. Cash on Delivery (COD) Orders

• Refunds, if approved, may be processed via bank transfer or UPI after verification.
• Customer may be required to provide valid bank details.

9. Abuse & Fraud Prevention

Chefgaa reserves the right to:

• Reject excessive or repetitive refund claims.
• Require additional verification.
• Suspend accounts engaging in misuse.
• Recover amounts in case of fraudulent complaints.

10. Chargebacks & Payment Disputes

Customers are encouraged to contact Chefgaa before initiating a chargeback. Improper chargebacks may result in:

• Account suspension
• Recovery of chargeback penalties
• Reporting of fraudulent activity where legally permissible

11. Restaurant Partner Indemnification

Restaurant Partners agree to indemnify and hold harmless Chefgaa from claims arising out of:

• Food contamination or food poisoning
• Allergen-related incidents
• Labeling violations
• FSSAI non-compliance
• Hygiene breaches
• Misrepresentation of menu items

Refunds attributable to Restaurant error may be deducted from Restaurant settlements in accordance with the Merchant Agreement.

12. Consumer Grievance Redressal (India Compliance Clause)

In accordance with the Consumer Protection (E-Commerce) Rules, 2020, Chefgaa shall:

• Provide a designated Grievance Officer.
• Acknowledge complaints within 48 hours.
• Resolve complaints within 30 days as required by law.

Grievance contact details:
info@chefgaa.com

13. Governing Law

This Policy shall be governed by and construed in accordance with the laws of India.

Disputes shall be subject to jurisdiction of courts located in India, unless otherwise required under applicable consumer law.