1. Order Cancellation

• You may cancel a scheduled order free of charge any time before preparation begins for that order.
• Once an order status changes to “Preparing”, it can no longer be cancelled, as ingredients have already been committed to your order.
• To cancel an eligible order, contact us on WhatsApp/phone at +91 93092 08214 with your order number, or email support@drdixitthali.com.

2. Non-Returnable Nature of Food Items

Because our products are perishable, freshly prepared food items cannot be returned once delivered. Refunds for delivered orders are only issued in the specific cases listed below.

3. When You Are Eligible for a Refund

You are eligible for a full or partial refund if:

• Your order was not delivered within a reasonable time of the scheduled slot, through no fault of yours
• You received the wrong item(s), missing item(s), or a damaged/spilled order
• The food quality was clearly unacceptable on arrival (e.g. spoiled, undercooked) — please share a photo when reporting this
• Your order was cancelled by us after payment (e.g. area/slot became unserviceable)
• Payment was deducted from your account but the order was not confirmed on our system (failed/duplicate transaction)

Refund requests must be raised within 24 hours of the delivery slot, along with your order number and (where applicable) a photo of the issue.

4. Refund Process & Timeline

All payments on this website are processed through PhonePe. Once a refund is approved:

• We initiate the refund through PhonePe within 24–48 hours of approval.
• PhonePe credits the amount back to your original payment method (UPI/card/wallet/bank account) typically within 5–7 business days, depending on your bank/payment provider.
• You will receive a confirmation on the email/mobile number linked to your order once the refund is initiated.

5. Failed or Duplicate Payments

If an amount is debited from your account but your order does not reflect as placed, the amount is typically auto-reversed by PhonePe/your bank within 5–7 business days. If it is not reversed within that window, please contact us with your transaction reference number and we will help you follow up.

6. How to Request a Refund or Cancellation

Dr. Dixit Thali, Kothrud, Pune
Phone / WhatsApp: +91 93092 08214
Email: support@drdixitthali.com

Please include your order number and a brief description of the issue.

7. Changes to This Policy

We may update this policy from time to time. Changes will be posted on this page with a revised “Last updated” date.