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

1. Platform Role & Responsibility Allocation

Chefgaa operates solely as a technology platform that enables Customers to place food orders with independent Restaurant Partners.

Restaurant Partners are solely responsible for:

• Food preparation
• Ingredient accuracy
• Portion size
• Allergen disclosures
• Packaging
• Order accuracy
• Food safety compliance

Chefgaa does not prepare food and does not control Restaurant operations.

2. Order Lifecycle & Cancellation Rules

2.1 Before Restaurant Acceptance

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

2.2 After Restaurant Acceptance

Once a Restaurant Partner accepts an order:

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

2.3 After Preparation or Dispatch

Orders that are prepared or dispatched for delivery are generally

non-cancellable and non-refundable, except in cases of:

• Restaurant error
• Verified delivery failure
• Documented quality issue

3. Refund Responsibility Matrix

Chefgaa may process refunds on behalf of the Restaurant Partner but does not assume liability for food-related issues.

4. Delivery-Specific Terms

4.1 Restaurant-Managed Delivery

The Restaurant Partner is responsible for:

• Delivery accuracy
• Timeliness
• Condition of food upon arrival

4.2 Third-Party Delivery Providers

• Delivery issues will be reviewed jointly.
• Refunds are discretionary and based on documented evidence.

Delivery times are estimates only and not guaranteed.

5. Refund Process & Evidence Requirements

Customers must submit refund requests within:

• 24 hours for food-related complaints
• 7 days for billing disputes

Required information:

• Order number
• Clear description of issue
• Photo evidence for quality or missing item claims (when applicable)

Failure to provide sufficient evidence may result in denial of refund.

6. Refund Method & Processing Time

Approved refunds will be issued to the original payment method.

Processing time:

• 3–10 business days depending on payment processor and issuing bank.

Non-refundable components may include:

• Platform service fees
• Payment processing fees
• Tips already remitted to delivery personnel (where applicable)

Chefgaa is not liable for banking delays.

7. Restaurant Partner Authority

Restaurant Partners may:

• Approve or deny refund requests based on preparation records
• Provide replacement orders instead of refunds
• Offer store credit where appropriate

Chefgaa reserves the right to override decisions in cases of customer protection, fraud prevention, or policy violations.

8. Abuse & Fraud Prevention

Chefgaa monitors refund patterns. We reserve the right to:

• Limit refund eligibility
• Require additional verification
• Suspend accounts engaging in repeated abuse
• Recover funds in cases of fraudulent claims

9. Chargebacks

Customers must contact Chefgaa before initiating a chargeback. Improper chargebacks may result in:

• Account suspension
• Recovery of chargeback fees
• Permanent platform restriction

10. Indemnification by Restaurant Partners

Restaurant Partners agree to indemnify and hold harmless Chefgaa from:

• Food quality claims
• Foodborne illness allegations
• Allergen-related claims
• Packaging or labeling errors
• Regulatory violations

Refunds issued due to Restaurant error may be deducted from Restaurant settlements in accordance with the Restaurant Agreement.

11. Dispute Resolution

Any disputes relating to refunds or cancellations shall be governed by U.S. law and resolved pursuant to Chefgaa’s Terms of Service.

Binding arbitration may apply where required by the Terms.

12. Policy Updates

Chefgaa reserves the right to modify this Policy at any time. Continued use of the Platform constitutes acceptance of any updates.

13. Support & Refund Queries

For support or refund-related queries:
info@chefgaa.com