Legal

Refund & Cancellation Policy

Effective Date: 1 January 2024  |  Last Updated: 1 April 2025

Business: Chai Hut
Address: Chai Hut, Vismaya Infopark Campus, Opposite Brigade World Trade Center, Infopark Phase 1, Kakkanad, Ernakulam
Phone: +91 98951 05108  |  Email: chaihut.in@gmail.com

Important Note: As a food and beverage establishment, all sales are generally final once the order has been prepared. Please review our policy carefully before placing your order.

1. Cancellation Policy

1.1 Online / Pre-Orders

  • Orders may be cancelled within 5 minutes of placement, provided preparation has not yet commenced.
  • To cancel, call us immediately at +91 98951 05108.
  • Once preparation has begun, cancellation is not possible.

1.2 In-Store Orders

Cancellations for in-store orders are handled on a case-by-case basis at the discretion of the store manager. Please speak to our staff before preparation begins.

2. Refund Policy

2.1 Eligible Refund Cases

A refund may be issued in the following situations:

  • Order was not fulfilled or delivered (online/pre-order only)
  • Incorrect item was served that was not replaceable
  • Payment was charged but order was not confirmed (technical failure)
  • Duplicate payment was made for the same order

2.2 Non-Eligible Cases

  • Change of mind after preparation has started
  • Claims related to taste or personal preference
  • Orders that were consumed partially
  • Delays due to rush-hour or high footfall periods

3. Refund Process

  • Refund requests must be raised within 24 hours of the incident.
  • Contact us at chaihut.in@gmail.com or +91 98951 05108 with your order details and payment proof.
  • Approved refunds will be processed to the original payment method within 5–7 business days.
  • UPI refunds may reflect within 1–3 business days; card refunds may take 5–7 business days depending on your bank.

4. Payment Failure Refunds

If your payment was debited but the order was not confirmed, a full refund will be initiated automatically within 3–5 business days. If you do not receive the refund, contact us with your transaction ID.

5. No-Show Policy

For pre-orders picked up in-store, if the customer does not collect the order within 60 minutes of the scheduled pickup time, the order will be forfeited and no refund will be issued.

6. Contact for Refund Queries

Chai Hut · Vismaya Infopark Campus, Opposite Brigade World Trade Center, Infopark Phase 1, Kakkanad, Ernakulam
📞 +91 98951 05108  |  ✉ chaihut.in@gmail.com
Hours: Mon – Sat: 9:00 AM to 9:00 PM, Closed on Sundays, Open on all public holidays