Refund & cancellation policy

Your order moves through four stages in the app: Confirmed, Preparing, On the way and Delivered. Whether you can cancel depends on the stage:

How to cancel

Contact us as soon as you can, with your order ID: open Help & support in the app, call +91 99589 01081, or email healthybitechef@gmail.com. We go by the time you contacted us: if your order still showed Confirmed then, the cancellation is free, even if the kitchen started cooking while we replied.

Sometimes we have to cancel an order: a dish runs out, the kitchen can't take more orders, we can't deliver to your address, the payment can't be confirmed, or something outside our control stops us delivering. If only part of your order is affected, we'll check with you first.

When we cancel, we tell you straight away and refund everything you paid, including the delivery fee, GST & charges and any tip. A coupon you used goes back into your account if it is still valid.

If something is wrong with your order, tell us within 2 hours of delivery, so we can look into it while the food is fresh. That includes:

• a wrong dish or add-on;
• a missing dish or add-on;
• food that is spilled or damaged, or packaging with a broken seal;
• food that is spoiled, stale or undercooked, or has something in it that shouldn't be there.

What to send us

• your order ID;
• clear photos of the food, the packaging and the seal or label;
• a few words about what's wrong.

Please keep the food and packaging until we reply, in case we need to see more. We aim to reply within 24 hours. If the problem is ours, we'll refund the affected items, or the whole order if all of it is affected. If you'd rather, and the kitchen is open, we can send you a replacement instead.

We can't refund a dish just because it wasn't to your taste, but please tell us in your rating; our chefs read every one. Small differences from the photos, or from the estimated calories, aren't errors.

A refund is never more than you paid: coupon discounts and cashback are not paid out as money. "Everything you paid" includes the delivery fee and GST & charges.

Your bank may take a little longer to show the refund on your statement. If it hasn't arrived 7 working days after we approved it, contact us with your order ID and we'll give you the refund reference number to check with your bank.

We refund only in Indian rupees, and never in cash.

If a payment fails but money leaves your account, or you're charged twice for one order, you'll get the money back automatically. Your bank or our payment partner usually reverses it within 5–7 working days; you don't need to do anything.

A failed payment doesn't place an order, so check My orders in the app before you pay again.

If the money hasn't come back after 7 working days, contact us with the date, the amount and the transaction reference from your bank or UPI app (for UPI, the UTR number), and we'll follow it up for you.

• Coupons: a coupon discount is never paid out as money. If an order is cancelled, the coupon you used goes back into your account if it is still valid.
• Cashback: a cancelled order earns no cashback. If a delivered order is fully refunded, we take back the cashback it earned from your HBC Wallet; if you've already spent it, we take it off the refund.
• Tips: if your order is cancelled before your rider picks it up, you get the tip back in full. After pickup, the tip belongs to your rider, unless we cancel the order, in which case we refund the tip too.

If your rider gets to your address but can't reach you, they'll call you through a masked number and wait about 10 minutes. Our support team may also try to call you. If we still can't reach you, we may cancel the order.

Your food was cooked and brought to you, so we can't refund an order cancelled this way, or one we couldn't deliver because the address or map pin was wrong or incomplete. The tip goes to the rider who tried. For a cash-on-delivery order you pay nothing, but if this keeps happening, we may turn off cash on delivery for your account.

Our delivery policy has tips to help your rider find you.

Money you add to HBC Wallet (top-ups) is yours. If you stop using HBC, ask us and we'll refund your unused top-up balance to the payment method you used, or to your UPI ID, within 5–7 working days. Cashback and other reward credit can't be refunded or withdrawn.

Planning to delete your account? Use your balance, or ask for this refund, first: a deleted account's wallet can't be recovered (see our privacy policy).

1. Open Help & support in the app and tap Get help with this order, or contact us using the details below.
2. Tell us your order ID and what went wrong, and add photos if the food or packaging is affected.
3. Say whether you'd like the refund in HBC Wallet (instant) or to your original payment method.

Email

healthybitechef@gmail.com

Phone

+91 99589 01081

Online

Contact page

Hours

8 AM – 1 AM, every day

Every request gets a reference number. We aim to reply within 24 hours, and we confirm the outcome and the refund amount in writing.

We look at each request fairly, using your order details and photos. We may ask for more information, and we may decline requests that look false or keep repeating without good reason.

Write to our Grievance Officer, whose details are in our terms. We acknowledge every complaint within 48 hours and resolve it within 30 days. You can also call the National Consumer Helpline on 1915, or approach a Consumer Commission.

You can also raise a dispute (a chargeback) with your bank or card issuer. Please talk to us first: it's usually faster, and we can't refund a payment while it is under dispute with your bank.