Most of what we sell is made fresh for your order, for the date and slot you choose, and all of it is food. Once you order, we buy ingredients and plan our kitchen around it, and food that has left our kitchen cannot be resold. That is why orders cannot be changed, cancelled or refunded once placed. But when something goes wrong because of us, we will always make it right, as explained below.
Changes and cancellations
Once an order is placed and paid, it cannot be changed or cancelled. This includes the items, choices, quantities, date, slot, delivery or pickup, and address.
The same applies to a party order once its payment link has been paid.
Nothing is final before you pay. Leaving checkout without paying does not place an order, and an unpaid party payment link simply expires after 72 hours.
Please check your order carefully before paying. At checkout, you confirm that you understand this policy.
When we do not refund
We do not refund an order, in full or in part, if:
you change your mind or no longer need it;
you chose the wrong item, choice, quantity, date, slot, address, or delivery or pickup;
the address or phone number given was wrong or incomplete, or nobody could be reached or was available to receive the order;
you refuse an order at the door that is correct and on time. It counts as delivered, and we record the refusal (see our Terms and Conditions);
a pickup order is not collected. We keep it until 5:00 PM on the pickup day, then call you to decide what happens next;
you do not like the taste, when the food is as described;
you react to an allergen that was listed for the item and acknowledged at checkout;
the food spoils because it was not stored or handled as advised after it was handed over;
a delay is caused by events outside our control, such as extreme weather or flooding.
When we will make it right
Wrong, missing, damaged or spoiled items
If an item is wrong, missing, damaged or spoiled when you receive it, tell us within 2 hours of delivery or pickup, with your order number and photos of the item and its packaging. If we confirm the problem, we will replace the affected items or refund them, whichever you prefer.
If you notice a problem at the door, tell the delivery person and call us straight away. Reporting a problem is not a refusal.
Late delivery
If your order arrives more than 1 hour after the end of your chosen slot because of a delay on our side, you can either:
refuse it at the door and receive a full refund, or
accept it, and we will refund your delivery charge.
This does not apply to delays caused by events outside our control, or by a wrong address or a phone number that could not be reached.
If we cannot make your order
If we have to cancel your order, for example because an ingredient is unavailable or our kitchen has a problem, we will contact you and either move it to another date of your choice or refund you in full.
Payment problems
If you are charged twice for the same order, we will refund the extra payment in full.
If your payment is confirmed only after your slot has passed (for example, because your bank was slow to confirm it), we will call you to move your order to a new date or refund you in full.
If money leaves your account but the payment fails, your bank or Razorpay normally returns it automatically within 5 to 7 working days. If it does not, contact us with your payment reference and we will help.
How to report a problem
Contact us as soon as possible, within the time limits above:
tap Report an issue on your order page to call our team;
call us on +91 75064 30004; or
email info.commisstation@gmail.com.
Please include your order number and, for any problem with the food, clear photos.
How refunds are paid
Approved refunds go back to the original payment method through Razorpay. We do not give refunds in cash.
We start an approved refund within 2 working days. Banks usually take 5 to 7 working days to show it in your account.
If you used a coupon, we refund what you actually paid for the affected items.
Questions or complaints
If you are unhappy with how we handled a problem, contact our Grievance Officer, Divesh Aswani, at info.commisstation@gmail.com or +91 75064 30004. We will acknowledge your complaint within 48 hours and aim to resolve it within one month.