Refund & Cancellation Policy

Cittrabha lists small-batch, freshly prepared food made by independent home Creators. Because the items are perishable and made-to-order, this policy sets out clear, time-bound rules for cancellations and refunds in line with the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020.

1. Customer-initiated cancellations

• Before the Creator accepts the order: free cancellation, 100% refund.
• After acceptance but before preparation begins: cancellation allowed up to the cancellation cut-off shown on the drop (typically [PLACEHOLDER: e.g. 2 hours] before the drop window). 100% refund.
• After preparation has begun: orders cannot be cancelled. No refund is payable, as the food has already been made.

2. Creator-initiated cancellations

If a Creator cancels (for example due to ingredient shortage or unforeseen circumstances), you receive a 100% refund automatically and no platform fee is charged to you.

3. Refunds for quality / delivery issues

If your order arrives damaged, incomplete, spoiled, or significantly different from the description, please raise a complaint within [PLACEHOLDER: e.g. 4 hours] of delivery via the order page or by writing to the Grievance Officer. We may request photographs as evidence. Eligible refunds will be issued in full or in part at our reasonable discretion.

4. Non-refundable cases

• Change of mind after preparation has begun.
• Failed delivery caused by incorrect address or unavailability.
• Subjective taste preferences that do not amount to a defect.

5. Refund timelines

Approved refunds are initiated within [PLACEHOLDER: 2 business days] and credited to your original payment method. Banks and card networks may take an additional [PLACEHOLDER: 5-7 business days] to reflect the credit.

6. How to request a refund

1. Open the order from your Orders page.
2. Tap "Report an issue" or contact the Grievance Officer.
3. Provide order ID, description, and photos where relevant.

7. Escalation

Unresolved complaints can be escalated as set out in our Grievance Redressal page, including escalation to the National Consumer Helpline (1915) and consumer fora.