Refunds and cancellations — Benaam Kitchen

Cancelling your order

You can cancel your order yourself, free, until the kitchen starts cooking it, and always within 5 minutes of placing it. Open the order from My Orders and tap Cancel this order.
If you booked a time in advance, you can cancel it yourself any time until it goes to the kitchen, shortly before your booked time.
After that, call us on +91 93502 91675. If your food has not left the kitchen, we can usually still cancel it. Once a rider has picked it up, we cannot.
Cancelling never costs you anything. There is no cancellation fee.

Getting your money back

If you paid online and the order is cancelled — by you or by us — we refund the full amount. It starts on its own; you do not need to ask.
If you are signed in, the refund goes to your Benaam wallet at once, and you can use it on your next order. If you would rather have it in your bank, you can send it there from your orders; banks take 5 to 7 working days to show it.
If you ordered as a guest, the refund goes back to the way you paid. Banks take 5 to 7 working days to show it.
If a refund does not go through, it shows up on our screen and we send it again. If a bank refund has not shown after the time above, call us.
If your payment reaches us after the order was already cancelled — for example, a booking that was released because the payment did not come through in time — we refund the full amount on its own. You do not need to ask.
If you chose cash on delivery, you have not paid yet, so there is nothing to refund when an order is cancelled.

If we cancel

Sometimes we have to cancel an order — a dish runs out, or the kitchen is full. We tell you straight away, and if you paid online you get the full amount back, exactly as above.

If something is wrong with your order

Call us on +91 93502 91675 and tell us what happened. Once we have checked your order, we start the refund from our screen. It goes to your Benaam wallet if you are signed in, or back to the way you paid if you ordered as a guest.

An item is missing or wrong: We refund that item: what you paid for it, for each one that was missing or wrong. If you used a discount, it is the discounted price.
Your order never arrived: We refund the whole order. If we already refunded part of it, you get the rest, so the total you get back is the whole order.
Your order is running late: We work out your delivery time from the dishes you ordered, how many orders are ahead of yours, and how far you are, and we update it as your order moves. We do not give money back for lateness. If something has gone wrong, call us and we will tell you where your order is.
If you paid cash on delivery: There is no online payment for us to send back, so we agree with you on the call how to put it right.
Your food was not hot enough: We are sorry when that happens, but we do not give refunds for it. There is no fair way for either of us to check how hot food was when it arrived.
You did not like the taste: We do not refund food because it was not to your taste. Please tell us anyway — it is how the menu gets better.

No hidden charges

Every charge — food, delivery, and packaging — is shown to you before you pay. Nothing is added afterwards.

Still not sorted?

If a call does not fix it, you can raise a complaint with our grievance officer. Their details, and how quickly we must reply, are on our contact and complaints page.