Cancellation and Refunds Policy

We cook every order from scratch, after you place it. That is what makes the food good, and it is also why cancellation works the way it does below. This policy expands on section 8 of our Terms of Service.

Cancelling your order

• Before we start cooking: cancel free of charge, for any reason, with a full refund. Message us on WhatsApp and we will confirm.
• Once we have started cooking: we generally cannot cancel. The food is made to order and cannot be re-sold. If your reason is a genuine problem rather than a change of mind, tell us anyway and we will look at it.
• Once out for delivery: the order cannot be cancelled.

When we cancel

We may cancel an order if an item sells out before we cook it, if your address turns out not to be serviceable, if we cannot verify the order, or if we suspect misuse. If we cancel for any reason, you are refunded in full, including any amount paid for items we did manage to prepare.

If a free dish or a discount was applied to a cancelled order, that entitlement is restored to your account. A cancellation on our side never costs you part of your offer.

If something is wrong with your order

If your order does not arrive, arrives materially wrong, or arrives in unacceptable condition, contact us within 24 hours with your order number, what went wrong, and a photo where possible.

Depending on what happened, we will re-deliver the item, refund it, or refund the whole order. We will tell you which and why, rather than leaving you guessing.

When a refund may not be due

Being straight with you about the exceptions:

• You were not reachable on the number you ordered from, or the flat number given was wrong, and delivery could not be completed after reasonable attempts.
• You changed your mind after we had already cooked the food.
• The complaint reaches us more than 24 hours after delivery, so we have no reasonable way to check what happened.
• The order shows signs of misuse, for example repeated claims on delivered orders.

How refunds are processed

• Refunds go back to the original payment method. We cannot redirect a refund to a different account, card or UPI ID.
• We raise the refund with our payment provider immediately once approved.
• It typically appears in 5 to 7 working days, depending on your bank or UPI provider. That part is outside our control.
• We do not charge any fee for processing a refund.

If a refund has not reached you after 7 working days, contact us with your order number and we will chase it with the payment provider on your behalf.

How to raise a cancellation or refund

Message us on WhatsApp from the number you ordered from, or email saurabh@swavio.in. We aim to respond within 24 hours. Full contact details are on our Contact page.

If you are not satisfied

If we have not resolved things, you can escalate to our Grievance Officer, Saurabh Shukla, at saurabh@swavio.in. We acknowledge grievances within 48 hours and aim to resolve them within 30 days.