Mittai Bandi – Cancellation & Refund Policy

1. Quick Summary

2. Cancellation by You (the Customer)

2.1 Before the Partner Shop accepts your order: You can cancel your order for a full refund at any time before the Partner Shop accepts it. You can cancel through the “My Orders” section of the Mittai Bandi app or by contacting our support team immediately.

2.2 After the Partner Shop accepts your order: Once a Partner Shop accepts your order, it begins sourcing and preparing your items. After this point, cancellation is possible only if the Partner Shop agrees, and you may not receive a refund, or you may receive only a partial refund, depending on how much preparation has been done. Refunds in this case are at the Partner Shop's discretion, as the Partner Shop bears the cost of the items prepared.

2.3 After preparation or pick-up: Once your order has been prepared, packed or picked up by a Delivery Partner, it cannot be cancelled and no refund will be given.

2.4 Cancellation charges: Under our Terms of Service, if you cancel an order, or try to cancel it, after the Partner Shop has accepted it, or if the order is cancelled for reasons not attributable to Mittai Bandi (see Section 4), you may be charged the amount payable to the Partner Shop, the Delivery Partner and any other concerned party for that order. This is a genuine pre-estimate of the loss caused to them. Where applicable, we will show you the amount in the app, and we may deduct it from a future payment.

2.5 Change of mind: Cancelling because you changed your mind, ordered by mistake, or found a better offer elsewhere does not entitle you to a refund after the Partner Shop has accepted the order.

3. Cancellation by the Partner Shop or by Mittai Bandi

We or the Partner Shop may cancel an order, and you will receive a full refund of the amount you paid (including any delivery charges), if:

• The Partner Shop is closed, too busy, or cannot fulfil your order;
• One or more items are out of stock and you do not accept a replacement or partial order;
• No Delivery Partner is available, or we cannot deliver to your location;
• There is a technical error, a pricing error or a payment failure; or
• We suspect the order is fraudulent or in breach of our Terms of Service.

We will notify you through the app, SMS or a call. You will not be charged any cancellation fee in these cases.

4. Orders That Cannot Be Delivered Because of the Customer

You are not eligible for a refund, and the order may be treated as an “Authorization Breach” under our Terms of Service, if your order cannot be delivered because:

• You gave an incorrect, incomplete or unreachable delivery address or phone number;
• You were unreachable, unresponsive or unavailable to receive the order after reasonable attempts by the Delivery Partner, and the order was returned or discarded;
• You or the recipient of a Gift Order refused to accept the order without a valid reason; or
• The delivery location was unsafe or inaccessible for reasons connected to you.

Because sweets are perishable, we do not return or hold undelivered orders.

5. Complaints about Your Order: Wrong, Missing, Damaged or Poor-Quality Items

If your order has a problem, you may be eligible for a refund or other resolution in these cases:

• Wrong item delivered, or an item you ordered is missing;
• Damaged, spilled or melted items caused during delivery;
• Quality issue, such as stale or spoiled food, or a foreign object in the food;
• Significantly lower quantity than what you ordered; or
• Order not delivered even though it was marked as delivered.

How to claim:

1. Report the issue as soon as possible, and in any case within 2 hours of delivery, because freshness and shelf life of sweets are limited. Use chat or call support in the app, or write to order@mittaibandi.com.
2. Share clear proof, such as photos or a short video of the items, the packaging, and the order label or invoice. Do not discard the food before we have reviewed your complaint.
3. We will review your complaint with the Partner Shop and Delivery Partner and communicate a decision.

Food safety concerns: If you believe a product made you unwell, or you have a food-hygiene concern, please write to hygiene@mittaibandi.com with your order number. If you need medical attention, please seek it first.

6. Items and Charges That Are Not Refundable

• Platform fees, convenience fees and similar service charges, unless cancelled under Section 3;
• Delivery charges, once the Delivery Partner has picked up your order;
• Complaints raised after the 2-hour window or without the required photographic proof;
• Differences of taste, sweetness, texture, colour or appearance from personal expectations, where the item is as described;
• Special instructions that were not followed exactly, because Partner Shops follow instructions on a best-efforts basis;
• Allergic reactions or dietary requirements not disclosed prior to ordering;
• Items consumed or substantially consumed (unless there is a verified food-safety defect);
• Delays within a reasonable range due to festivals, holidays, weather or traffic.

7. Gift Orders

For orders you place for someone else (a “Gift Order”), any refund goes to the person who placed and paid for the order (the sender), never to the recipient. A recipient who has a problem with a Gift Order can ask the sender to raise it, or contact us directly at order@mittaibandi.com.

8. How Refunds Are Processed

• Mode of refund: Approved refunds are returned to the same payment method you used for the order (such as your UPI account, card or net-banking account).
• Timeline: Once approved, refunds generally appear in your account within 5 to 7 working days, depending on your bank or payment provider.
• Failed payments and double charges: If money was debited but the order was not confirmed, the amount is automatically refunded within 5 to 7 working days.
• No wallet or credits: Mittai Bandi does not currently offer a wallet. Refunds are made directly to your original payment method.

9. Fair Use and Misuse

We want to treat every Customer fairly. If we find that you are repeatedly cancelling orders, making false or exaggerated complaints, submitting misleading proof, or otherwise abusing this Policy, we may refuse refunds, limit the use of your account, suspend or terminate your account, and take any other action allowed by law.

10. How to Contact Us and Escalate

1. First, use call or chat support in the Mittai Bandi app for real-time help.
2. Write to order@mittaibandi.com with your order number and details. You will receive a ticket number.
3. Call customer care at +91-9494614551 (Mon–Fri, 9:00 am – 6:00 pm).
4. Further escalation: Contact our Grievance Officer, Budi Srinivasa Rao [CEO], at grievance@mittaibandi.com.

11. Changes to This Policy

We may update this Policy from time to time. The version published on our website and app at the time you place an order applies to that order.