Refund Policy

Last Updated: September 4, 2023

At Kaliachak Food, we strive to provide you with the best service and quality products. However, we understand that issues may arise, and we have established this Refund Policy to address any concerns you may have regarding your orders.

1. Eligibility for Refunds

1.1. Incorrect Order

If you receive an incorrect order, such as missing items or items you did not order, please contact us immediately. We will verify the issue and arrange for the correct items to be delivered to you or issue a refund for the incorrect items.

1.2. Quality Issues

If the food or products you receive are of unsatisfactory quality, please contact us within 24 hours of delivery. We may request photos or additional information to assess the issue. Based on our assessment, we will either replace the items or issue a refund.

1.3. Late Delivery

If your order is significantly delayed beyond the estimated delivery time and the delay was not caused by factors beyond our control (e.g., severe weather, traffic accidents), you may be eligible for a refund of the delivery fee.

2. Process for Requesting a Refund

2.1. Contact Us

To request a refund, please contact our customer support team at admin@kaliachakfood.online or through the help section in the Kaliachak Food app. Provide your order number, details of the issue, and any supporting documentation (e.g., photos).

2.2. Evaluation

Our customer support team will review your request and evaluate the issue. We may contact you for additional information or clarification.

2.3. Resolution

Once the evaluation is complete, we will notify you of the resolution. If your refund request is approved, we will process the refund to your original payment method. Please allow up to 5-7 business days for the refund to be reflected in your account.

3. Non-Refundable Items

Certain items may not be eligible for refunds, including:

• Promotional items or items purchased with a discount
• Items that have been tampered with or partially consumed
• Orders that were delivered correctly and on time

4. Changes to Refund Policy

Kaliachak Food reserves the right to update or modify this Refund Policy at any time. Any changes will be communicated to you, and your continued use of our services after such changes constitutes your acceptance of the updated policy.

5. Contact Information

If you have any questions or concerns about this Refund Policy, please contact us at admin@kaliachakfood.online.

Thank you for choosing Kaliachak Food. We are committed to ensuring your satisfaction and providing you with a seamless food delivery experience.

Pricing Policy

Our Pricing Policy is designed to provide transparency and value to our customers while ensuring fair compensation for our partner restaurants and service providers. Below is an outline of our pricing structure:

1. Delivery Fees

Our delivery fees are calculated based on distance and time of delivery:

• Base Fee: ₹20 for deliveries within a 2 km radius.
• Distance-Based Pricing: ₹3 to ₹5 per kilometer for deliveries beyond the initial 3 km radius.
• Peak Hours Surcharge: 20% surcharge during peak hours (12:00 PM - 2:00 PM, 7:00 PM - 9:00 PM).
• Minimum Order Value: ₹100 required for delivery.

2. Restaurant Commission

We charge our partner restaurants a commission based on the total order value:

• Standard Commission: 10% - 20% depending on order volume and exclusivity agreements.
• Premium Placement: Additional 5% for premium placement on the app’s homepage or in search results.

4. Discounts and Promotions

We provide various discounts and promotions to enhance customer experience:

• First-Time Users: ₹25 discount on the first order, capped at ₹250.
• Referral Program: ₹5 credit for each successful referral, applicable to future orders.
• Seasonal Promotions: Discounts ranging from 10% to 30% on selected restaurants or dishes.

5. Cancellation and Refunds

Our cancellation and refund policies are designed to be fair and transparent:

• Cancellation Fee: ₹50 for cancellations after order confirmation; no fee if cancelled within 2 minutes of placing the order.
• Refund Policy: Full refunds for incorrect, damaged, or late deliveries; partial refunds for late deliveries.

6. Dynamic Pricing

Our pricing adapts to demand and special circumstances:

• Surge Pricing: Up to 50% increase during times of exceptionally high demand (e.g., festivals, local events).
• Promotional Adjustments: Flexible pricing for events, promotions, or partnerships.

7. Payment Methods

We support various payment methods:

• Cash on Delivery (COD): Available with a minimum order value of ₹100.

8. Pricing Transparency

We ensure all pricing components are clear and transparent:

• Clear Breakdown: All costs (food, delivery, taxes, additional charges) are displayed during checkout.
• No Hidden Fees: No unexpected charges, maintaining trust with our customers.

Thank you for choosing Kaliachak Food. We are committed to providing you with the best service at fair and transparent prices.