Our Refund Commitment
At Cups & Coasters Café, we strive to ensure complete satisfaction with every order. This Refund Policy outlines our procedures for handling refund requests, including eligibility criteria, processing timelines, and customer responsibilities.
All refund requests are processed in accordance with applicable Indian laws and regulations, including the Consumer Protection Act, 2019 and guidelines issued by the Reserve Bank of India for digital payments.
Effective Date: DD/MM/YYYY
Last Updated: DD/MM/YYYY
Policy Version: 2.0
Policy Overview
Scope & Application
This policy applies to all orders placed through our website, WhatsApp ordering system, or in-person transactions at our café location. It covers refunds for:
- Digital payments made via Razorpay payment gateway
- Cash transactions for dine-in, takeaway, or delivery orders
- Orders with quality issues or incorrect items
- Cancellations made within specified time limits
- Failed or duplicate transactions
Key Principles
| Principle | Description | Customer Benefit |
|---|---|---|
| Transparency | Clear communication of refund eligibility and procedures | No hidden terms or unexpected denials |
| Fairness | Consistent application of policy across all customers | Equal treatment for all refund requests |
| Timeliness | Standardized processing timelines for all refund types | Predictable refund receipt periods |
| Customer-Centric | Focus on resolving issues to customer satisfaction | Multiple resolution options available |
Eligibility Criteria
Qualifying Conditions for Refunds
Refunds may be issued under the following circumstances, subject to verification:
Order Cancellation
Cancellation requested within 15 minutes of order placement, before preparation begins.
Usually ApprovedQuality Issues
Food quality not meeting standards, reported within 30 minutes of receiving order.
Usually ApprovedIncorrect Items
Wrong items delivered or missing items, reported within 1 hour of order receipt.
Usually ApprovedFailed Transactions
Payment deducted but order not confirmed, verified through transaction records.
Automatically ProcessedDuplicate Payments
Same order charged multiple times, confirmed through payment gateway logs.
Automatically ProcessedService Unavailability
Café unable to fulfill order due to stock issues or operational constraints.
Proactive RefundVerification Requirements
All refund requests require verification, which may include:
- Order confirmation number or transaction ID
- Payment receipt or screenshot
- Photographic evidence for quality/incorrect item claims
- Contact information for follow-up communication
Non-Refundable Items & Situations
General Exceptions
Refunds are generally not provided in the following situations:
- Change of mind after order preparation has begun
- Personal taste preferences (e.g., "too spicy," "not sweet enough")
- Late arrival for pickup orders beyond designated collection time
- Failure to provide accurate delivery address or contact information
- Orders placed during special events or promotions with specific terms
Specific Non-Refundable Items
| Item Category | Reason | Alternative Resolution |
|---|---|---|
| Prepared Food Items | Custom-made to order, cannot be resold | Store credit or replacement |
| Beverages | Prepared upon order, hygiene concerns | Replacement only |
| Gift Cards/Vouchers | Non-transferable, as per terms of purchase | Transfer to another date |
| Special Event Orders | Advance preparation and planning required | Date modification (48+ hours notice) |
| Delivery Charges | Service fee for delivery infrastructure | Credit toward next order |
Partial Refunds
In some cases, partial refunds may be offered instead of full refunds:
- Minor issues affecting only part of the order
- Customer responsibility in the issue (e.g., wrong address provided)
- Combination of refundable and non-refundable items in same order
Refund Procedure
Step-by-Step Process
Step 1: Initiate Request
Contact us via WhatsApp (+91 98226 60198) or email (refunds@cupsandcoasters.com) within specified time limits.
Customer Action RequiredStep 2: Provide Information
Share order details, transaction proof, and issue description. For quality issues, photos may be requested.
Customer Action RequiredStep 3: Verification
Our team reviews the request, checks order records, and may contact you for additional details.
Under ReviewStep 4: Decision & Notification
We notify you of the decision within 24 hours. If approved, refund method and timeline are specified.
Decision MadeStep 5: Processing
Refund is processed according to chosen method (original payment method or store credit).
In ProgressStep 6: Completion
You receive confirmation once refund is complete. For bank transfers, additional banking time may apply.
CompletedRequired Information
To expedite your refund request, please provide:
- Order ID: From your confirmation message
- Transaction ID: From payment receipt
- Date & Time: Of order placement
- Issue Description: Detailed explanation of the problem
- Contact Details: Phone number and email address
- Preferred Resolution: Refund method preference
Processing Timeline
Standard Processing Times
| Refund Type | Initial Response | Processing Time | Total Timeline |
|---|---|---|---|
| Failed Transactions | Within 4 hours | 24-48 hours | 1-3 business days |
| Order Cancellations | Within 6 hours | 24-72 hours | 1-4 business days |
| Quality Issues | Within 12 hours | 48-96 hours | 3-7 business days |
| Incorrect Items | Within 12 hours | 48-96 hours | 3-7 business days |
| Special Cases | Within 24 hours | 3-7 business days | 5-10 business days |
Refund Methods
Original Payment Method
Refunds credited back to the original payment source (credit card, debit card, UPI, net banking).
Timeline: 5-10 business days
Store Credit
Digital voucher for future purchases at Cups & Coasters Café, valid for 6 months.
Timeline: 24 hours
Bank Transfer
Direct transfer to Indian bank account (NEFT/IMPS), requires account details.
Timeline: 2-5 business days
Factors Affecting Timeline
Processing times may vary based on:
- Payment gateway processing speeds (Razorpay)
- Banking institution policies and holidays
- Complexity of the refund case
- Availability of required information/documentation
- Weekend and public holiday schedules
Contact & Support
For refund inquiries, assistance with the refund process, or questions about this policy, please contact our dedicated refund support team.
Refund Support Contact
Cups & Coasters Café - Refund Department
CL Magic Building, Katraj–Kondhwa Road
Beside VIIT College, Bibwewadi–Kondhwa
Kondhwa Budruk, Pune, Maharashtra, India – 411048
Email: refunds@cupsandcoasters.com
WhatsApp: +91 98226 60198
Phone: +91 98226 60198
Support Hours
Monday - Saturday: 10:00 AM - 8:00 PM IST
Sunday: 11:00 AM - 6:00 PM IST
Emergency Support: Available for urgent issues
Response time for refund inquiries: Within 6 hours during support hours.
Policy Updates & Disclosures
We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting the updated policy on our website.
Important Disclosures
• Refunds may be subject to transaction fees imposed by payment gateways or banks.
• International transactions may have additional processing times and fees.
• Fraudulent or abusive refund requests may result in account suspension.
• Legal disputes shall be subject to jurisdiction of courts in Pune, Maharashtra.
• This policy supplements but does not replace statutory consumer rights.
Last Updated: DD/MM/YYYY
Previous versions of this Refund Policy are available upon request.
