Curating Atelier Experience...
This Cancellation, Modification & Refund Policy applies to food orders, catering orders, bulk orders, event orders and customised menus placed through Food Tailor.
Because Food Tailor facilitates advance planning and procurement for bulk food orders, cancellation and modification terms may differ from those applicable to ordinary individual food-delivery orders.
An order is considered confirmed only after Food Tailor and/or the relevant Food Partner confirms the order and the required payment has been received. Once confirmed, Food Tailor and its Food Partners may begin procurement, preparation, and production planning and logistics arrangements.
Cancellation requests must be submitted through Food Tailor's designated customer-support channel. The applicable refund will depend on the time between the cancellation request and the scheduled delivery/event date. The exact applicable cancellation terms may be communicated at checkout or in the order confirmation. Food Tailor may deduct non-recoverable costs already incurred, including procurement, preparation, packaging, customised requirements, payment processing, logistics commitments and other reasonable costs.
Orders involving any of the following may have stricter cancellation terms: customised menus; special packaging; branded packaging; personalized food; large-volume procurement; special ingredients; dedicated catering arrangements; event staffing; venue services; or other specially arranged services. Once such work or procurement has begun, the corresponding amount may become non-refundable.
Customers may request changes to an order, including: adding or removing dishes; increasing or decreasing quantities; changing guest count; changing delivery location; changing delivery time; modifying dietary requirements; or other reasonable changes. All modifications are subject to Food Partner and logistics availability. Food Tailor may establish a modification deadline for each order.
Requests to increase quantities will generally be accepted only if the Food Partner can fulfil the additional requirement. Additional quantities will be charged at the applicable price.
Reduction in quantities may be treated as a partial cancellation. Any applicable refund will depend on: timing of the request; procurement already undertaken; preparation already scheduled; Food Partner cancellation terms; and other non-recoverable costs.
A request to change the delivery location must be made before the applicable modification deadline. The new location must be within the serviceable area. Any additional delivery or logistics charges will be communicated to the customer before the change is confirmed.
Changing an event or delivery date is subject to: Food Partner availability; logistics availability; menu availability; procurement commitments; and the notice provided by the customer. A date change may be treated as a cancellation and new order if sufficient availability cannot be secured.
Food Tailor or the relevant Food Partner may need to cancel an order because of circumstances including: inability to fulfil the order; food safety concerns; unexpected Food Partner closure; severe operational disruption; logistics failure; inaccurate information provided by the customer; payment failure; or circumstances beyond reasonable control. Where Food Tailor cancels an order for reasons attributable to Food Tailor or the relevant Food Partner, Food Tailor will provide an appropriate refund or alternative resolution, subject to applicable law.
Food Tailor may not provide a refund, or may deduct applicable costs, where delivery fails because: the customer provided an incorrect address; nobody is available to receive the order; the venue refuses entry; required access information was not provided; the customer refuses delivery without a valid reason; the customer is unreachable; or the customer causes unreasonable delay or waiting time. Additional delivery attempts may incur additional charges.
Customers should report: missing items; incorrect items; materially damaged packaging; or significant quantity discrepancies as soon as reasonably possible after delivery. Food Tailor may request photographs, videos, delivery records or other evidence. Depending on the circumstances, Food Tailor may provide a replacement, partial refund, full refund for an affected item or another reasonable resolution.
Complaints relating to food quality should be reported promptly after delivery. Where appropriate, customers may be asked to preserve the affected food for investigation. Food Tailor may coordinate with the relevant Food Partner to investigate the complaint.
Approved refunds will generally be processed to the original payment method where technically possible. The time taken for the refund to appear in the customer's account may depend on the payment gateway, bank or payment provider.
Certain charges may be non-refundable where already incurred, including: special packaging; customised items; procurement costs; event-specific services; logistics commitments; payment processing charges where applicable; and other third-party costs that cannot reasonably be recovered.
If a customer disagrees with a refund decision, they may contact Food Tailor customer support with the order number and relevant information. Food Tailor will review the matter based on: order records; payment records; delivery records; Food Partner information; photographs/evidence; applicable policy; and other relevant information.
Food Tailor may update this policy from time to time. The applicable policy at the time of order confirmation will generally apply to that order, subject to applicable law.
Food Tailor — Email: foodtailor.in@gmail.com — Phone: +91 89777 32228 — Website: foodtailor.in