Cancellation and Refund Policy

This policy is part of the Terms and Conditions of Kichen Basket, operated by Kichen Basket.

1. Cancelling an order

You have fifteen minutes. You can cancel an order yourself, free of charge, within 15 minutes of placing it, as long as the store has not yet started preparing it. The app shows a live countdown on the order screen while that window is open.

After those fifteen minutes, or once the store has started preparing, the Cancel button is withdrawn. Food that is already being cooked cannot be un cooked, and somebody has paid for the ingredients. Write to support and we will look at it case by case.

We may cancel an order and refund you in full when:

• the store cannot accept it, is closed, or has run out of the item;
• no delivery partner is available in your area;
• the address cannot be reached, or is outside the delivery radius;
• we suspect fraud or misuse of the Platform.

2. What a cancellation gives back

Super coins spent on the order are returned to your coin balance, and cashback coins that had not yet been paid are cancelled. A coupon used on the order becomes usable again.

3. How long a refund takes

• To your Kichen Basket wallet: immediately, and you can spend it on your next order.
• To your bank, card or UPI: we raise the refund with the payment gateway the same day. Your bank then takes the time it takes, normally 5 working days, and up to 7 to 10 working days for some credit cards. The money reaches the same account you paid from; we cannot send it anywhere else.

You will see the refund reference on the order screen, and we send you a notification when it is raised and again when the gateway confirms it.

4. Problems with an order that was delivered

Tell us within 48 hours of delivery, through support chat or the helpline, with photographs where you can. We will look at:

• items missing from the order;
• the wrong item delivered;
• food that arrived spilled, stale or clearly not fit to eat;
• a bill that does not match what you ordered.

Where the complaint stands up, we will refund the affected part of the order, or the whole order where that is fair. The refund follows the same rule as above: back to the source for an online payment, and to your wallet for a cash on delivery order where there is nothing to reverse.

We may decline a claim that is raised late, that is not supported by any evidence, or that comes from an account with a pattern of repeated claims.

5. Failed and stuck payments

If money left your account but the order did not appear:

• most banks auto reverse it within 24 to 48 hours;
• if it has not come back in 48 hours, write to us with the payment reference and we will trace it with the gateway and refund it.

6. Wallet top ups

A wallet top up is not refundable to your bank once it is credited. It stays in your wallet and can be spent on any order. If we close your account without cause, we will return the unused balance.

7. Non refundable

• Delivery charge and platform fee on an order that was already delivered.
• Tips, once the delivery is complete.
• An order cancelled after preparation started, unless we decide otherwise.

8. Contact

Kichen Basket Bajalpura, Teghra, Begusarai Email: kichenbasketteghra@gmail.com Phone: 7992241831 Grievance officer: Gautam , kichenbasketteghra@gmail.com

Last updated: 4 September 2026