Refund Policy

1. Overview

This Refund Policy explains how cancellations, pauses, skips, and refunds work for HerKitchen subscriptions and individual orders, placed through the HerKitchen website or iOS/Android apps. It forms part of our Terms of Service. Because HerKitchen connects you with independent home cooks who prepare meals fresh to order, cut-off times and refund eligibility are tied to each cook's preparation schedule.

2. Skipping & pausing meals

• You can skip or pause any individual delivery day from the app, free of charge, provided you do so before that cook's daily cut-off time (shown on the order/plan screen, typically the evening before).
• Skipped days are automatically added back to your plan or converted to wallet credit, depending on your plan type.
• Skips or pauses requested after the cut-off time may not be guaranteed, as your cook may have already started preparing your meal.

3. Cancelling a subscription

• You may cancel a weekly or monthly subscription at any time from the app (Orders → Manage Subscription → Cancel).
• Cancelling stops future billing and future deliveries immediately.
• For prepaid plans, the value of any undelivered, unused meals remaining in the current billing cycle is credited to your HerKitchen wallet within 3–5 business days, or refunded to your original payment method on request, in line with Section 8.
• Meals already prepared or delivered for the current cycle are not refundable.

4. Missed, late, or quality-issue orders

If your order was not delivered, delivered significantly late, or had a genuine quality or safety issue (e.g. wrong order, spoiled food, missing items):

• Report the issue in-app within 24 hours of the scheduled delivery, with photos where applicable.
• Our support team reviews each report and, where justified, issues a full or partial refund (as wallet credit or to your original payment method) for that specific meal.
• Repeated or fraudulent complaints may result in restrictions on your account's ability to request refunds.

5. Cancellations by a cook or HerKitchen

If a home cook is unable to fulfil an order (e.g. due to illness, kitchen closure, or an FSSAI compliance hold) or HerKitchen cancels an order for operational or safety reasons, you will be notified in-app and the full amount for that order will be credited to your wallet or refunded, at your choice.

6. Wallet credits

• HerKitchen wallet credits can be used toward any future order or subscription on the platform and do not expire while your account remains active.
• Wallet credits are non-transferable between accounts and are not redeemable for cash, except where required by applicable law.

7. How to request a refund

1. Open the order or subscription in the HerKitchen app and tap "Report an issue" or "Request refund".
2. Select the reason and attach any supporting details or photos.
3. If you can't find the option in-app, email hello@kairootechnologies.com with your order ID and the issue.

8. Refund timelines

Timelines may vary slightly depending on your bank or payment provider's processing times.

9. Non-refundable situations

• Meals skipped or cancelled after the cook's cut-off time, where preparation had already begun.
• Dissatisfaction based on personal taste preference rather than a genuine quality, safety, or fulfilment issue.
• Delays caused by incorrect or incomplete delivery address information provided by the customer.
• Orders reported after the 24-hour reporting window in Section 4, except where exceptional circumstances apply.

10. Changes to this policy

We may update this Refund Policy from time to time to reflect changes in our operations or legal requirements. We will update the "Effective date" above and, for material changes, notify you via the app or email.

11. Contact us

For questions about a specific order or this policy, contact us at:

Kairoo Technologies Pvt Ltd
Email: hello@kairootechnologies.com