BOOKING, CANCELLATION & REFUND POLICY

Last updated: October 30, 2025

1. INTRODUCTION

Welcome to Earthy’s Cafe (“we,” “us,” “our”). This Booking, Cancellation & Refund Policy outlines the terms and conditions governing food orders placed through our website earthyscafe.in or any other ordering platform we operate. By placing an order with us, you acknowledge and agree to the terms set forth in this policy.

For any questions or concerns, please contact us at info@earthyscafe.in.

2. ORDER TYPES

Earthy’s Cafe offers the following order fulfillment options:

– Dine-In Orders: Food prepared for consumption at our cafe premises.
– Pickup Orders: Food prepared for customer pickup at our location.
– Delivery Orders: Food delivered within a 2-kilometer radius of our cafe location.

NOTE: We do not currently offer table reservations or advance booking services. All orders are processed on a first-come, first-served basis.

3. ORDER CONFIRMATION

Once you place an order through our website, app, phone, or in person, you will receive an order confirmation via email, SMS, or on-screen notification. This confirmation contains:

– Order details (items, quantity, price)
– Order ID or reference number
– Estimated preparation/delivery time
– Total amount payable

Order confirmation signifies that we have begun preparing your food. At this stage, the order enters our kitchen workflow and ingredients are allocated for your specific order.

4. CANCELLATION POLICY

4.1 No Cancellation After Confirmation

ONCE YOUR ORDER IS CONFIRMED, CANCELLATIONS ARE NOT PERMITTED UNDER ANY CIRCUMSTANCES. This strict policy exists because:

– Food preparation begins immediately upon order confirmation
– Fresh ingredients are allocated and prepared specifically for your order
– Perishable food items cannot be reused or resold
– Our kitchen operations are optimized to minimize food waste

4.2 Before Order Confirmation

You may modify or cancel your order ONLY BEFORE receiving order confirmation. If you need to make changes:

– Contact us immediately at info@earthyscafe.in or call us directly
– Provide your order details
– Request modifications or cancellation

We will do our best to accommodate your request if the order has not yet been confirmed or entered into our preparation system.

4.3 Cafe-Initiated Cancellations

Earthy’s Cafe reserves the right to cancel orders in the following circumstances:

– Item unavailability due to unforeseen circumstances
– Delivery address falls outside our 2-kilometer delivery zone
– Inability to contact you via phone or email for order verification
– Failure to provide necessary delivery information, directions, or authorization
– Technical errors resulting in incorrect pricing or product information
– Suspected fraudulent activity or payment issues
– Force majeure events (natural disasters, emergencies, government restrictions)

In such cases, we will notify you promptly via phone, email, or SMS, and you will be entitled to a FULL REFUND of any amount paid.

5. REFUND POLICY

5.1 Eligibility for Refunds

Refunds will be issued ONLY under the following circumstances:

A. CAFE-INITIATED CANCELLATION
If we cancel your order for any of the reasons listed in Section 4.3 above, you will receive a full refund.

B. WRONG OR INCORRECT ORDER
If you receive an order that differs from what you ordered (wrong items, incorrect quantities, missing items), you must:

– Contact us immediately at info@earthyscafe.in or call us
– Provide your order ID and details of the discrepancy
– For pickup and dine-in orders: Return the incorrect item in its original, unopened condition
– For delivery orders: Notify us within 15 minutes of delivery

We will either replace the incorrect item with the correct one or issue a refund for the incorrect item(s). REFUNDS WILL NOT BE ISSUED IF 25% OR MORE OF THE FOOD HAS BEEN CONSUMED.

C. QUALITY ISSUES
If you receive food that is:

– Spoiled, stale, or contaminated
– Improperly cooked or prepared
– Contains foreign objects or allergens not disclosed

You must notify us IMMEDIATELY UPON DISCOVERY and before consuming more than a small portion needed to identify the issue. We may request photographic evidence. Upon verification, we will issue a refund or replacement.

D. DAMAGED OR TAMPERED PACKAGING
If your delivery order arrives with visibly damaged, opened, or tampered packaging, do not accept the delivery. Contact us immediately, and we will issue a full refund or send a replacement.

E. NON-DELIVERY
If your delivery order does not arrive within the estimated delivery time plus 30 minutes, and we are unable to provide a valid reason or updated delivery time, you may request a full refund.

5.2 Non-Refundable Situations

REFUNDS WILL NOT BE ISSUED IN THE FOLLOWING CASES:

– Change of mind: After order confirmation, if you simply decide you no longer want the food
– Personal taste preferences: If you dislike the taste, flavor, or preparation style (unless it differs significantly from the menu description)
– Partially consumed items: If more than 25% of the food has been consumed
– Delayed notification: If you report an issue more than 2 hours after order receipt for pickup/dine-in, or more than 1 hour for delivery
– Customer-caused issues: Incorrect delivery address provided, failure to receive calls for delivery coordination, or unavailability at delivery location
– Promotional or discounted orders: Orders placed using special discount codes or promotional offers (unless quality issues exist)
– Delivery delays due to external factors: Traffic, weather conditions, or other circumstances beyond our control

5.3 Refund Process

When a refund is approved:

– Online Payments (Credit/Debit Card, UPI, Net Banking): Refunds will be processed to the original payment method within 5-7 business days. The actual credit to your account may take an additional 5-7 business days depending on your bank or payment provider.
– Cash on Delivery: Refunds will be issued as store credit for future orders or via bank transfer (please provide account details).
Any bank charges or payment gateway fees incurred during the refund process may be deducted from the refund amount.

5.4 Partial Refunds

In cases where only part of your order is affected (e.g., one item is incorrect but others are fine), we will issue a partial refund corresponding to the value of the affected item(s) only.

6. DELIVERY POLICY

6.1 Delivery Zone

We provide delivery services within a 2-KILOMETER RADIUS of our cafe location. Orders placed outside this zone will be automatically canceled with a full refund, or you may choose the pickup option instead.

6.2 Delivery Time

Estimated delivery times are provided at the time of order confirmation and typically range from 30 to 45 minutes. These are estimates only and may vary due to:

– Order volume and kitchen capacity
– Traffic conditions
– Weather conditions
– Delivery location accessibility

We will make every effort to deliver your order within the estimated time, but we cannot guarantee exact delivery times.

6.3 Delivery Charges

Delivery charges, if applicable, will be clearly displayed before you confirm your order. Delivery fees are non-refundable unless we cancel the order.

7. PICKUP POLICY

For pickup orders:

– You will receive an estimated pickup time upon order confirmation
– Please arrive within 15 minutes of the scheduled pickup time
– Bring your order confirmation (email, SMS, or order ID)
– If you are unable to pick up your order within 1 hour of the scheduled time without notifying us, the order may be disposed of with no refund
– You may contact us to reschedule pickup time before the scheduled time

8. DINE-IN POLICY

For dine-in orders:

– Orders are prepared and served at our cafe premises
– No advance table reservations are available; seating is on a first-come, first-served basis
– Once food is served, no cancellations or refunds are permitted
– If you have concerns about your order before consumption, please notify our staff immediately

9. FOOD ALLERGIES AND DIETARY RESTRICTIONS

If you have food allergies, dietary restrictions, or special requirements:

– Inform us at the time of ordering
– Check menu descriptions carefully for ingredient information
– Contact us at info@earthyscafe.in if you need additional ingredient details

While we make every effort to accommodate dietary needs, we cannot guarantee that our food is completely free from allergens due to shared kitchen equipment and preparation areas. WE ARE NOT LIABLE FOR ALLERGIC REACTIONS IF YOU FAIL TO INFORM US OF YOUR ALLERGIES AT THE TIME OF ORDERING.

10. MODIFICATIONS TO POLICY

Earthy’s Cafe reserves the right to modify, update, or change this Booking, Cancellation & Refund Policy at any time. Any changes will be posted on our website with an updated “Last updated” date. Your continued use of our services after any modifications constitutes acceptance of the revised policy.

11. DISPUTE RESOLUTION

If you have any complaints or disputes regarding your order, cancellation, or refund:

– Contact us first at info@earthyscafe.in
– Provide your order ID, details of the issue, and any supporting evidence (photos, screenshots)
– We will investigate and respond within 48-72 hours
– Our decision regarding refunds and cancellations shall be final and binding

12. CONTACT US

For questions, concerns, or to request assistance regarding your order, please contact us:

Email: info@earthyscafe.in
Website: earthyscafe.in
Business Name: Earthy’s Cafe

Thank you for choosing Earthy’s Cafe. We are committed to providing you with fresh, quality food and excellent service.