Cancellation & Refund Policy

1. Order Cancellation & 60-Second Window

Because BlazeEats prepares fresh, chef-crafted meals made-to-order, cancellation rights are strictly tied to our kitchen preparation and cooking lifecycle:

• Instant 60-Second Grace Window: You may cancel your order free of charge within 60 seconds of checkout confirmation or before the cloud kitchen accepts the ticket and initiates preparation. Upon successful cancellation in this window, a 100% full refund will be initiated automatically.

2. Post-Preparation Cancellation Fee

Once the 60-second window has lapsed or the kitchen has accepted the order and commenced cooking:

3. Defect Resolution, Spills & Missing Items

We maintain strict packaging and quality standards. If your meal arrives in an unsatisfactory state, you are eligible for resolution under the following clear conditions:

4. Quality Investigation Protocol

In the rare event of a food quality dispute (e.g. food undercooking, foreign object complaint):

• The customer must preserve the food item and provide clear, high-resolution photographs or video evidence within 1 hour of delivery.
• Our quality assurance team will cross-verify kitchen batch logs, temperature charts, and packaging station footage.
• Upon verification, BlazeEats will issue a full or partial refund or provide replacement dining credits.

5. Strict Non-Refundable Conditions

To protect against fraudulent claims and ensure fair operations, refunds will NOT be issued in the following scenarios:

• Incorrect Address / Contact Info: Customer provided an incorrect address, wrong phone number, or inaccessible gate code;
• Unreachable Customer: Customer failed to answer phone calls from the rider or was unavailable during the 10-minute delivery wait window;
• Refusal of Delivery: Customer refused to accept the food parcel upon arrival;
• Subjective Taste & Palate Preferences: Subjective taste disputes where the dish was prepared accurately according to standard recipe formulation (e.g., individual spice tolerance, personal flavor preference);
• Late Complaints: Defect or spillage complaints raised after more than 30 minutes following delivery; or
• Delays caused by Force Majeure: Delivery delays caused by severe monsoon downpours, traffic blockades, or municipal restrictions where the food was delivered safely.

6. Refund Timelines & Original Source Routing

Once a refund is approved by our support team, funds are remitted strictly back to the original source payment method:

7. Failed Payments & Banking Auto-Reversals

If your bank account was debited during checkout but the order failed or was not confirmed due to a network glitch:

8. Fraudulent Claims & Chargeback Policy

BlazeEats deploys image verification algorithms and kitchen CCTV logging to prevent fraudulent refund claims. Any customer found submitting doctored photos, false non-delivery claims, or initiating fraudulent bank chargebacks will have their account permanently banned and details reported to fraud-prevention databases.

9. Support Helpdesk & Ticket Submission

Our customer support desk operates daily during active kitchen hours:

10. BlazePass Cancellation & Fees

This section governs cancellation of a BlazePass and refund of any unused paid wallet balance. Where it conflicts with sections 1 to 9, this section applies to BlazePass.

• Refund formula: amount paid, minus meals already delivered or locked (valued at the à la carte price, not the pass price), minus the cancellation fee above, minus non-refundable charges below.
• Day count: days are counted in whole days from the time of the most recent payment, in IST. A fee tier is fixed by the day the cancellation request is received, not the day it is processed.
• Minimum fee: where any fee applies it is never less than ₹49, and never more than the refundable balance.
• Non-refundable always: bonus and promotional credits, referral rewards, payment-gateway charges, convenience fees, delivery fees on meals already dispatched, and GST already remitted to the government.
• Locked and consumed meals: a scheduled meal past its cutoff is treated as consumed, whether or not it was collected or received.
• Routing and timing: refunds go only to the original payment source, within 7 business days of an approved request.
• Abuse: BlazeEats may refuse or reduce a refund, and suspend the account, where it finds repeated cancel-and-repurchase cycles, promotional abuse, or fraudulent claims.
• Changes: BlazeEats may revise this fee schedule for future payments. The schedule in force on the date of a payment applies to that payment.