Refund Policy

1. General Policy

At Satti Kulambu Cloud Kitchen, we strive to provide the highest quality meals and service. This Refund Policy outlines the conditions under which refunds may be issued for orders placed through our services.

2. No Refund for Delivered Meals

Due to the perishable nature of food items, we do not offer refunds for meals that have been successfully delivered, except in the following cases:

• The delivered meal is significantly different from what was ordered
• The meal is spoiled or contaminated upon delivery
• The packaging is damaged or tampered with
• There is a quality issue that makes the meal unfit for consumption

Important: Issues must be reported within 2 hours of delivery with photographic evidence.

3. Order Cancellation

Individual Orders

• Before Preparation: Full refund if cancelled before meal preparation begins
• During Preparation: 50% refund if cancelled after preparation has started
• After Dispatch: No refund once the order has been dispatched for delivery

Subscription Orders

• Cancellations must be made at least 24 hours before the next scheduled delivery
• Partial refunds available for unused meals in the subscription period
• Refund amount calculated based on remaining deliveries minus a 10% processing fee
• No refund for meals already delivered or in preparation

Bulk Orders

• Cancellations must be made at least 12 hours before scheduled delivery
• Full refund if cancelled more than 24 hours in advance
• 50% refund if cancelled between 12-24 hours before delivery
• No refund if cancelled less than 12 hours before delivery

4. Refund Process

To request a refund:

1. Contact us immediately at orders@sattikulambu.com or call 074488 88092
2. Provide your order number and details of the issue
3. Submit photographic evidence if applicable
4. Our team will review your request within 24 hours
5. Approved refunds will be processed within 5-7 business days

5. Refund Methods

Refunds will be issued through the original payment method:

• Online Payments: Refunded to the original payment source (card/UPI/wallet)
• Cash on Delivery: Refunded via bank transfer (bank details required)
• Platform Orders: Refunds processed through the respective platform (Swiggy, Zomato, DotPe)

Processing time may vary depending on your bank or payment provider.

6. Non-Refundable Situations

Refunds will not be issued in the following cases:

• Customer unavailability at the delivery address
• Incorrect address provided by the customer
• Refusal to accept delivery without valid reason
• Subjective taste preferences or spice level complaints
• Delays caused by factors beyond our control (weather, traffic, etc.)
• Issues reported more than 2 hours after delivery

7. Replacement Option

In cases where a refund is applicable, we may offer a replacement meal instead of a monetary refund. The replacement will be delivered at the earliest available time slot.

8. Quality Guarantee

We are committed to maintaining the highest quality standards. If you experience any quality issues, please contact us immediately. We take all feedback seriously and use it to improve our services.

9. Dispute Resolution

If you are not satisfied with our refund decision, you may escalate the matter by emailing orders@sattikulambu.com with "Refund Dispute" in the subject line. Our management team will review and respond within 48 hours.

10. Contact Information

For refund requests or questions about this policy, please contact us:

• Email: orders@sattikulambu.com
• Phone: 074488 88092
• Address: No.12C, First Floor, Rajarajan St, Venkateswara Nagar, Ambattur, Chennai 600053
• Operating Hours: Morning 5:30 AM - 11:30 AM, Evening 5:30 PM - 11:30 PM

11. Policy Updates

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website. Please review this policy periodically for updates.