Refund & Cancellation Policy

1. Introduction

At Deep Sweets Restaurant, we prepare food specifically against customer orders. Therefore, cancellation and refund eligibility may depend on the stage of preparation, payment status and circumstances of the order.

This Refund & Cancellation Policy applies to orders placed through deepsweets.in and should be read together with our Terms & Conditions and Privacy Policy.

2. Order Cancellation by Customer

Customers may request cancellation of an order by contacting Deep Sweets as soon as possible after placing the order.

Cancellation requests will be considered based on the current status of the order.

Cancellation Before Food Preparation

If the cancellation request is received before the restaurant has started preparing the order, Deep Sweets may accept the cancellation and, where applicable, process a refund of the amount paid.

Cancellation After Food Preparation Has Started

Once preparation of the food has started, the order may not be eligible for cancellation or refund because the food has been prepared specifically for the customer.

3. Cancellation by Deep Sweets

Deep Sweets may cancel an order in circumstances where fulfillment is not reasonably possible.

Examples may include:

• One or more ordered items are unavailable.
• The restaurant is temporarily unable to fulfill the order.
• The delivery location is outside the serviceable area.
• The customer cannot be contacted when confirmation is required.
• Incorrect or incomplete delivery information is provided.
• A technical or payment processing problem occurs.
• Suspicious, fraudulent or abusive activity is detected.
• Unexpected operational circumstances prevent fulfillment.

Where an order is cancelled by Deep Sweets and payment has already been successfully received, an eligible refund may be initiated according to the applicable circumstances.

4. Refund Eligibility

A refund may be considered in situations including:

• An order is cancelled by Deep Sweets before fulfillment and payment has already been received.
• A customer-approved cancellation is accepted before food preparation has started.
• A payment is successfully deducted but the order is not successfully created or confirmed.
• A customer receives a materially incorrect order and Deep Sweets determines that a refund is appropriate.
• An item paid for by the customer was unavailable and the customer did not accept an alternative.

5. Non-Refundable Situations

A refund may generally not be available in circumstances such as:

• The customer changes their mind after food preparation has started.
• The customer provides an incorrect or incomplete delivery address.
• The customer is unavailable at the delivery location.
• Delivery cannot be completed because the customer does not respond to calls or delivery attempts.
• The customer refuses to accept an order without a valid service-related reason.
• The customer provides incorrect contact information.
• A complaint is based solely on personal taste or preference after the food has been consumed.
• The customer has misused promotional offers or engaged in fraudulent activity.

Nothing in this section is intended to restrict any rights available to consumers under applicable law.

6. Wrong, Missing or Damaged Items

If you receive an incorrect, missing or materially damaged item, please contact Deep Sweets as soon as possible after delivery.

Depending on the circumstances, we may offer one or more of the following resolutions:

• Replacement of the affected item.
• Replacement of the missing item.
• Refund for the affected item.
• Another reasonable resolution agreed with the customer.

We may request photographs, order details or other reasonable evidence to help investigate the complaint.

7. Payment Failure but Amount Deducted

Sometimes a payment may appear successful at the customer's bank or payment application while the order is not successfully created or confirmed on our system.

In such cases, the payment status may first need to be verified with the applicable payment gateway or banking institution.

If the transaction is confirmed as failed and the amount has been received or is eligible for reversal, the refund/reversal will be processed through the applicable payment system.

The actual time taken for the amount to reflect in the customer's account may depend on the payment gateway, bank, card issuer, UPI provider or other financial institution.

8. Refund Processing

Once a refund has been approved, Deep Sweets will initiate the refund through the applicable payment method or payment gateway, wherever technically possible.

Refund processing time may vary depending on the payment method and the customer's bank or payment provider.

Deep Sweets cannot control the exact time taken by a bank, card issuer, UPI provider or payment gateway to credit a processed refund.

9. Refund to Original Payment Method

Wherever supported, approved refunds for online payments will generally be returned to the original payment method used for the transaction.

Depending on the payment system, technical limitations or circumstances of the transaction, an alternative refund method may be used where appropriate and legally permitted.

Customers should not provide sensitive banking credentials, UPI PINs, OTPs or passwords to request or receive a refund.

10. Cash on Delivery Orders

For Cash on Delivery orders, no online payment refund will be applicable where no payment has been collected in advance.

If an amount has been collected from the customer and Deep Sweets subsequently determines that a refund is due, the refund method will be communicated to the customer.

11. Delivery Delays

Estimated delivery times are approximate and may be affected by traffic, weather, order volume, food preparation time, delivery conditions and other circumstances.

A delay by itself does not automatically qualify an order for a refund.

However, if an order cannot reasonably be fulfilled, Deep Sweets may cancel the order and provide an appropriate resolution depending on the circumstances.

12. Duplicate Payments

If you believe that you have been charged more than once for the same order, please contact us with the relevant order details and payment information.

After verification, any confirmed duplicate charge that is refundable may be processed for reversal or refund.

13. Promotional Discounts and Coupons

If an order is cancelled or refunded, promotional discounts, coupons or other benefits used for that order may not always be restored unless specifically stated in the applicable offer terms.

Any refund calculation may take into account the actual amount paid by the customer after applicable discounts or promotional benefits.

14. How to Request a Refund or Cancellation

To request cancellation, report an order issue or ask about a refund, please contact Deep Sweets as soon as possible.

Please provide the following information where available:

• Customer name.
• Registered mobile number.
• Order number.
• Date and time of the order.
• Description of the issue.
• Photographs, if relevant.
• Payment reference, if the issue relates to payment.

Providing complete information helps us investigate and resolve the request more efficiently.

15. Fraudulent or Abusive Refund Claims

Deep Sweets reserves the right to investigate refund requests where there are reasonable concerns regarding misuse, repeated false claims, payment fraud, coupon abuse or other suspicious activity.

Where fraud or abuse is reasonably established, we may reject the refund request and take appropriate action permitted under applicable law.

16. Changes to This Refund Policy

Deep Sweets may update this Refund & Cancellation Policy from time to time to reflect changes in our services, payment systems, ordering procedures or applicable legal requirements.

The updated policy will be published on this page with a revised "Last Updated" date.

17. Customer Support

If you have any question regarding cancellation, refunds, payment issues or an order problem, please contact Deep Sweets Restaurant.

18. Final Note

Deep Sweets aims to handle cancellation and refund requests fairly and reasonably. Each request may be evaluated based on the order status, payment status, nature of the complaint and applicable circumstances.

Nothing in this policy is intended to limit any mandatory consumer rights or remedies available under applicable law.