Cancellation & Refund Policy

This policy explains when bookings can be cancelled and how refunds are handled at The Tiffin.

1. Daily bookings

• Cancel free of charge any time before the daily cutoff (5:00 PM IST the previous day) — full refund or account credit, your choice.
• After the cutoff the kitchen has purchased and planned for your meal, so same-day cancellation is not available.

2. Subscriptions

• Individual days should normally be paused, not cancelled — pauses return meal credits that extend your plan, so you lose nothing.
• Full cancellation mid-plan: unserved, unlocked service days are refunded on a pro-rata basis of the price actually paid, minus meals already delivered or locked for preparation.
• Any coupon discount is recalculated on cancellation: if the remaining order value falls below the coupon's minimum, the discount is deducted from the refund.

3. Failed or unsatisfactory deliveries

• If we fail to deliver a meal for reasons on our side, that meal is refunded or credited in full.
• If delivery fails because you were unreachable at the confirmed address, the meal is charged; our support team reviews genuine exceptions case by case.
• Quality complaints raised within 2 hours of delivery with a photo are eligible for credit or refund after review.

4. Payment verification

• If your UPI payment is rejected during verification (for example, reference not found), nothing is charged by us — any amount actually debited by your bank is reversed by the UPI system per its rules.
• If a pending payment expires before verification, the booking is released and any verified duplicate payment is refunded.

5. How refunds are paid

• Account credit — instant, usable on your next booking; or
• UPI refund to source — initiated within 3 working days of approval; bank posting times vary (typically 3–7 working days).

6. How to request

Use Contact & Support with your booking number, or raise a support case from your dashboard. We respond within one working day.

7. Why freshly cooked food is treated differently

Meals are cooked to order and are perishable, so a delivered meal cannot be returned or resold. This is why cancellations are handled by the cut-off and pause rules above rather than by returning food. Nothing here affects your right to a remedy if a meal is not of the quality promised, is not delivered, or is unsafe — tell us and we will put it right.

Business details

Our registered business details are being finalised and will be published here. In the meantime please contact us through the website and we will answer any question about who operates this service.

Customer care and grievance redressal

For anything about an order — a late delivery, a wrong meal, a refund:

• Email: hello@thetiffin.cloud
• In your account: raise a support case at Support, which we answer in writing.

Our Grievance Officer's name and contact details are being published and will appear here. Until then, escalate any unresolved complaint through Support and it will be handled by the business owner.

We acknowledge every complaint within 48 hours of receiving it and aim to resolve it within 30 days. Nothing on this page limits your rights under the Consumer Protection Act 2019, including your right to approach the appropriate Consumer Disputes Redressal Commission, or to use the National Consumer Helpline (1915).