Refund & Cancellation Policy

1. Overview

Chatori is a technology marketplace that connects independent tiffin service partners ("Partners") with individuals seeking home-cooked meal subscriptions ("Customers"). As a marketplace intermediary, Chatori facilitates transactions between Partners and Customers 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. Customer Cancellation

Customers 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. Partner Cancellation

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

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

4. Skip and Leave Policy

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

• Meals skipped before the cutoff time (as set by the respective Partner) will be credited back to the Customer'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 Partner may have already prepared the meal.
• The skip cutoff time is displayed on the Partner's profile and subscription details within the app.

5. Refund Process

Because Customers pay Partners directly via UPI for the meals consumed in the previous month, refunds and credits for the food itself are handled between the Customer and the Partner. Chatori does not hold the food payment and cannot process a refund of money that did not pass through us.

To request a food refund or adjustment:

• Raise the request with the Partner directly via the Chatori app (subscription or order details screen), or
• Email support@chatori.app if the Partner is unresponsive — we will mediate.

For the Chatori usage fee specifically, refund requests are reviewed and processed within 5-10 business days and credited back to the original payment method.

6. Chatori Usage Fee

Chatori charges a software usage fee on the previous month's tiffin bill: 1.5% from the Customer and 2% from the Partner. This fee is billed separately by Chatori and is independent of the food payment, which is made partner-to-customer directly via UPI.

• The usage fee is non-refundable once the corresponding meals have been delivered and the billing period has closed.
• In cases of Partner non-delivery, the usage fee on undelivered meals will be adjusted or refunded for both Customer and Partner accordingly.
• Refunds for the Chatori usage fee are handled separately from the food payment.

7. 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 Partner and Customer to reach a fair resolution.
• Please note that Chatori is a marketplace intermediary and is not a party to the contract between the Partner and Customer. The final responsibility for meal delivery and quality lies with the Partner.
• Unresolved disputes may be escalated to the appropriate consumer forums or legal authorities under the jurisdiction of Pune, Maharashtra, India.