This policy governs the conditions under which Dheki Foods provides refunds for orders placed through the Platform.
A customer is eligible for a refund only when the cancellation is initiated by Dheki Foods or the Partner Merchant, or in cases of severe service failure.
A Full Refund (including the item cost, delivery charge, and any other fees) will be processed if Dheki Foods or the Merchant cancels an order due to:
Item Unavailability: The ordered items are unavailable with the Merchant.
Operational Closure: The Merchant cannot fulfill the order due to unexpected closure, power outage, or technical failure.
Service Unavailability: Dheki Foods is unable to arrange a delivery partner for your location.
Payment Failure (Post-Deduction): If payment was deducted but the order was not successfully placed or confirmed on the Platform.
In certain situations related to service failure, a partial or full refund may be issued at the sole discretion of Dheki Foods after investigation:
Major Tampering/Damage: If the order is received with significant signs of tampering or damage, and the issue is reported immediately upon delivery.
Missing/Incorrect Items: If a substantial portion of the order is missing or incorrect, and the Merchant confirms the error.
Contamination/Verified Quality Issue (Non-Taste/Portion): If there is a verified quality issue with the food that is not related to subjective preferences.
No refund will be provided in the following cases:
User-Initiated Cancellation: As there is no in-app cancellation option, any cancellation request made by the user after placing the order is not guaranteed a refund.
Failed Delivery: If the customer is unavailable, unreachable, or provides an incorrect address, leading to the delivery partner being unable to complete the delivery.
Refusal to Accept: The customer refuses to accept the confirmed order upon arrival without a justifiable reason (e.g., severe damage/tampering).
Merchant Quality Issues (Exclusion of Liability):
No refund shall be applicable for dissatisfaction with taste, portion size, temperature (unless demonstrably late delivery), or packaging (unless severely damaged). Dheki Foods acts solely as a delivery platform, and responsibility for the quality, quantity, and preparation of the food rests exclusively with the Partner Merchant.
Refunds are initiated by the Dheki Foods Customer Support team after the issue has been verified and approved.
The time taken for the refund to reflect in your account depends on your original payment method:
| Payment Method | Refund Processing Time |
| Dheki Foods Wallet/In-App Credits | Within 24 hours of the refund initiation date. |
| Credit/Debit Card, Net Banking, UPI | 5 to 7 business days (The final credit is subject to the bank's processing time). |
| Cash on Delivery (COD) | Refunds for COD orders are processed to your designated bank account or Dheki Foods Wallet. Our support team will contact you for the necessary details. |
If you believe you are eligible for a refund, please contact us immediately to report the issue:
Email: info@dhekifoods.in
Phone: +91-8987986144
In-App Support: Use the "Help & Support" section within the Dheki Foods application.
