Refund & Cancellation Policy

1. Overview

Chatori is a technology marketplace that connects independent tiffin service providers ("Providers") with individuals seeking home-cooked meal subscriptions ("Subscribers"). As a marketplace intermediary, Chatori facilitates transactions between Providers and Subscribers but does not prepare, cook, or deliver food itself.

Refund and cancellation outcomes depend on the specific circumstances of each case and are governed by this policy.

2. Subscriber Cancellation

Subscribers may cancel their tiffin subscription at any time through the Chatori app or by contacting support@chatori.app.

• Upon cancellation, a pro-rata refund will be calculated for the remaining unused meals in the subscription period.
• The refund amount is based on the number of undelivered meals from the cancellation date through the end of the subscription period.
• Cancellations take effect from the next meal delivery after the request is processed.
• Meals already delivered or in transit at the time of cancellation are not eligible for refund.

3. Provider Cancellation

If a Provider cancels a subscription or is unable to fulfil meal deliveries:

• Subscribers will receive a full refund for all undelivered meals from the date of cancellation.
• If a Provider fails to deliver meals on a given day without prior notice, the Subscriber is entitled to a credit or refund for those missed meals.
• Repeated non-delivery by a Provider may result in automatic subscription cancellation with a full refund for the remaining period.

4. Skip and Leave Policy

Subscribers can skip individual meals or take leave from their subscription through the app.

• Meals skipped before the cutoff time (as set by the respective Provider) will be credited back to the Subscriber's account or adjusted in the next billing cycle.
• Meals skipped after the cutoff time are considered delivered and are not eligible for refund or credit, as the Provider may have already prepared the meal.
• The skip cutoff time is displayed on the Provider's profile and subscription details within the app.

5. Refund Process

To request a refund:

• Submit a refund request through the Chatori app (via the subscription or order details screen), or
• Email support@chatori.app with your account details and reason for the refund request.

Refund timelines:

• Refund requests are reviewed and processed within 5-10 business days.
• Approved refunds are credited back to the original payment method via our payment partner, Razorpay.
• The actual credit to your bank account or card may take an additional 3-7 business days depending on your financial institution.

6. Trial Meals

Some Providers may offer complimentary trial meals to new Subscribers as a way to sample their food before committing to a subscription.

• Trial meals are provided free of charge and no payment is collected for them.
• Since trial meals are complimentary, no refund is applicable for trial meals.
• Trial meal availability and terms are set by the individual Provider.

7. Platform Fee

Chatori charges a platform commission to Providers on each subscription transaction.

• The platform commission is non-refundable once the corresponding services have been rendered (i.e., meals have been delivered).
• In cases where a full refund is issued to a Subscriber (e.g., Provider cancellation), the platform commission for undelivered meals will be adjusted accordingly.

8. Disputes

If you have a dispute regarding a refund, cancellation, or any transaction on the Platform:

• Contact us at support@chatori.app with a detailed description of the issue.
• Chatori will review the dispute and may, at its discretion, mediate between the Provider and Subscriber to reach a fair resolution.
• Please note that Chatori is a marketplace intermediary and is not a party to the contract between the Provider and Subscriber. The final responsibility for meal delivery and quality lies with the Provider.
• Unresolved disputes may be escalated to the appropriate consumer forums or legal authorities under the jurisdiction of Pune, Maharashtra, India.