Fair refunds when a chef cannot fulfil your paid order.

• The chef response window starts only after Craves has verified successful payment.
• An eligible chef-specific order enters the chef acceptance stage for up to 30 minutes.
• If the chef explicitly declines during that window, the affected chef-specific order is rejected and a refund is requested.
• If the chef does not accept within 30 minutes, the affected chef-specific order times out and a refund is requested.
• Craves does not create delivery booking for a chef-specific order that was declined or timed out before acceptance.

For a chef-specific order rejected because the chef declined or did not accept in time, Craves requests a refund for the full amount charged to that affected chef-specific order. The refund uses the stored order total; the refund process does not recalculate new fees or apply a new deduction.

• If one chef-specific order fails while another chef-specific order is accepted, only the failed chef-specific order is refunded.
• An accepted chef-specific order continues normally and is not cancelled merely because another chef in the same checkout could not fulfil.
• If every chef-specific order in the checkout fails, the combined refunds equal the complete paid checkout amount.

Craves does not automatically transfer a rejected or timed-out order to a different chef. Different chefs may have different dishes, prices, preparation times, ingredients, packaging, and pickup locations. You may place a new order after the affected order is refunded.

• Craves sends eligible refunds to Razorpay using the standard refund flow and a duplicate-safe refund reference.
• Craves prevents cumulative refunds from exceeding the captured payment amount.
• The final credit timing depends on Razorpay, the payment method, and the customer’s bank or issuer. Craves tracks provider status instead of treating a request as completed before confirmation.
• If the provider reports a refund failure, the refund remains an operational exception for retry or review rather than being silently marked complete.

For a situation not described above, contact support@craves.in with your order reference. This page does not promise an automatic refund for a scenario that is not listed as eligible above.