Cancellation and Refund Policy

This policy covers five different things that are often lumped together, and they do not work the same way. Please read the part that applies to you.

Cancelling a monthly subscription
Cancelling a trial meal
Getting back the refundable tiffin box deposit
Meal credits for a meal you skipped or did not receive
Failed, pending or duplicate payments

1. Cancelling a monthly subscription

Request it from Support inside your account, or call 7247603302. Tell us the date from which you want it to stop. We confirm the cancellation back to you.

Meals already delivered are not refundable. You have had the food.
Meals already in preparation for the current slot cannot be cancelled. The cutoff for each meal is 4 hours before it is served.
Where we agree a refund for meals not yet delivered, it is calculated on the price you actually paid for the plan, divided across the meal allowance you bought, and we show you that calculation before we process it.
Any meal credits left on a cancelled subscription are closed out. Credits are not money and are not paid out in cash — see section 4.
Your tiffin box deposit is separate and is refundable on its own terms, whatever happens to the subscription — see section 3.

If your reason for cancelling is that something went wrong, tell us that instead first. A food or delivery problem is usually resolved with a credit or a replacement on the same day, which is faster for you than a refund.

2. Cancelling a trial meal

A trial meal is a single meal on a single date. There is no self-service cancel button for it, so call 7247603302 or use the contact form.

Before the cutoff for that meal slot (4 hours before it is served): we cancel it, and if you had already paid, that payment is refunded in full.
After the cutoff: the food has been prepared for you, so the trial meal is not refundable.
If the trial meal was never delivered, it is refunded in full, whatever the time.

3. The refundable tiffin box deposit

The deposit is money we hold on your behalf, not a fee. It is refundable in full once you return the tiffin box in usable condition, and it does not matter whether you are still subscribed.

Request the refund from Deposit in your account, or by phone, after you have handed the box back.
A deduction is only made for a box that is lost or damaged beyond normal use. Any deduction has to be recorded with a reason we can give you, and we will tell you the reason and the amount before the refund is processed.
Refunding a deposit does not cancel or refund the plan fee you paid in the same transaction. The two are tracked separately.

Full detail, including how boxes are issued and tracked, is in the Tiffin Box Deposit Policy.

4. Meal credits are not refunds

When you skip a meal before its cutoff, or when we confirm that a meal was not delivered, you receive a meal credit. A meal credit is one meal added back to your allowance.

It extends your subscription while that subscription is active.
It is not cash. It cannot be withdrawn, transferred to another person, or exchanged for money.
Skipping after the cutoff cancels the meal but earns no credit, because the food was already being made.
Credits remaining when a subscription is cancelled or finishes are closed out.

Your account page always shows your current balance and the history behind it: every credit added or used is listed with its reason, so the number can always be explained.

5. Failed, pending and duplicate payments

A failed payment activates nothing and costs you nothing. There is nothing to refund. Try again from the order page.
A pending payment leaves your order unpaid while we keep checking with the provider. If it later succeeds, your subscription is activated then. If it fails, nothing is owed.
Money left your account but the order still shows unpaid. Tell us with the payment reference. We check it against the provider. If we received it, we activate your order; if we did not, the money has not reached us and the provider will return it to you.
A duplicate charge is refunded in full. Our system will not create a second subscription from a repeated payment confirmation, so a double charge is an excess payment and nothing else.
An amount that does not match the order never activates anything. The order is held for a person to review and we contact you to put it right, by completing the order or by refunding what you sent.

What is not refundable

Meals already delivered.
Meals cancelled after the cutoff for that slot, because the food was already prepared.
Meal credits, which are meals rather than money.
Deposit deductions for a box that is lost or damaged beyond normal use, where the reason has been recorded and given to you.
Meals missed because the address given to us was wrong, nobody was reachable on the number given, or access to the address was not possible. Please tell us about a change of address or a locked gate in advance and this does not arise.

How to request a refund

your order code or subscription code, as shown on your account page and in any confirmation we sent you;
the payment reference, if you are telling us about a payment problem;
what you are asking for, and why.

A refund is always returned to the same payment method you paid from. We do not pay refunds to a different account, in cash, or in vouchers.

How a refund is processed, and how long it takes

We want to be straight with you about this rather than quote a number we have not committed to.

When we approve a refund we tell you the amount and the expected date in writing, on the same channel you contacted us on.
A refund is only recorded as complete when we hold evidence that the money has actually gone out: the payment provider refund reference, or a bank transfer reference recorded by a named member of our team. Our system will not let a refund be marked done without one.
Once a refund has been sent, how quickly it appears in your account is decided by your bank or payment provider, not by us.
We have not yet published a fixed number of working days for refunds, and we would rather say so than promise a timeline we cannot guarantee. Ask us when you raise the request and we will give you a date for your specific case.

Refunds are not automatic. Each one is reviewed and approved by a person, and recorded with who approved it.

If you are not happy with the outcome

Reply in the same conversation and ask for the decision to be escalated. It then goes to whoever is responsible for that area. Your rights under the Consumer Protection Act, 2019 are unaffected by anything on this page.

How to reach us

Phone: 7247603302
Email: info@indoram.in
The contact form, which reaches our team directly and always shows our current contact details
If you already have an account: Support inside your account, which keeps the whole conversation attached to your subscription

A phone call or the contact form gets the quickest answer. We aim to acknowledge messages within one working day.