Cancellation & Refund Policy

You may be eligible for a full or partial refund in the following situations:

• The order is cancelled before our kitchen begins preparing it

• A wrong item is delivered

• One or more items are missing from your order

• Food is delivered damaged, spoiled, or unfit for consumption

• The order is confirmed but never delivered

• The order is cancelled by Roti Dukaan due to item unavailability, a pricing error, or an operational issue on our end

For active subscriptions, unused or undelivered days are eligible for a pro-rated refund when you cancel your subscription — this excludes days you paused or skipped yourself, and missed deliveries caused by your own unavailability. Refund amounts are calculated based on the per day value of your plan.

Refunds are generally not provided where:

• The order was cancelled after our kitchen had already started preparing it

• A complaint about a wrong, missing, or damaged item is raised after the reporting window in Section 4

• Delivery failed due to an incorrect address or your unavailability at the time of delivery

• The subscription day in question was already paused or skipped by you

To request a refund, contact our support team (see Contact Us below) within 10 minutes of delivery for order-related issues and share:

• Your order or subscription ID

• A brief description of the issue

• A photograph, for damaged or spoiled food

Our team will review your request and get back to you with the outcome.

We may verify refund requests against order records, delivery logs, and any evidence you provide before approving a refund, and may reach out to you if we need additional information.

Approved refunds cover the value of the affected item(s). Delivery charges are non-refundable, except where your entire order was not delivered or cancelled due to an error on our part — in which case the full amount paid, including delivery charges, is refunded.

Cash on Delivery (COD) orders: Since no online payment was made, refunds are processed via bank transfer or UPI for details you provide us.

Online payments (once enabled): Refunds are credited back to the original payment method used — card, UPI, net banking, or wallet.

We do not issue cash refunds for online payments, and we only process refunds to an account or UPI ID you have specifically provided to us for that purpose.

Once a refund is approved:

• COD refunds are processed within 5 business days of approval

• Online payment refunds are processed within 2 to 3 business days of approval; the amount may take a few additional days to reflect in your account depending on your bank or payment provider.

If an approved refund hasn't reached you within the stated timeline, please contact our support team with your order ID and refund approval date, and we will investigate and follow up with you.

We may update this Refund Policy from time to time. Any changes will be posted on our Platform with a revised effective date.

Email: support@rotidukaan.com