CANCELLATION POLICY
Last Updated: 17-09-2026
1. INTRODUCTION At Neyy, we value both our Customers’ time and our independent Home Chefs’ efforts. Because our meals are prepared fresh in home kitchens for specific delivery slots, last-minute cancellations cause severe food wastage and financial loss. This policy sets out the conditions under which an order can be cancelled by the Customer, the Vendor (Chef), or Neyy.
2. CANCELLATION BY CUSTOMER (SCHEDULED DELIVERIES)
Before the Order Window Closes: You can cancel your order free of charge at any time before the designated order freeze window closes (typically 60 minutes prior to the start of your chosen delivery slot). In this case, your entire payment will be refunded.
After the Order Window Closes: Once the cutoff time has passed and the Home Chef has locked in their ingredients to begin batch preparation, you cannot cancel the order. The App will automatically lock the cancellation button.
Exceptions: If your delivery is significantly delayed (more than 60 minutes past the estimated delivery slot) strictly due to a logistical fault on our end, you may contact Support to request a cancellation and full refund.
3. CANCELLATION BY VENDOR (CHEF) We strive to ensure every scheduled order is fulfilled. However, a Vendor may occasionally need to cancel an order if:
A specific fresh ingredient is suddenly out of stock.
They are unable to prepare the food due to an unforeseen kitchen emergency or power failure.
If the Vendor cancels your order, you will receive a 100% refund immediately.
4. CANCELLATION BY NEYY (PLATFORM) Neyy reserves the right to cancel your order without prior notice in the following circumstances:
Unreachable Location: If your address is outside our active delivery zone, is incomplete, or cannot be safely located by the Delivery Partner.
Unresponsive Customer (No-Show): If the Delivery Partner arrives at your location and cannot reach you via phone or doorbell for 10 minutes. In this case, no refund will be provided.
COD Abuse: Repeated failure to receive and pay for Cash on Delivery (COD) orders will result in immediate order cancellation and permanent account suspension.
Suspicious Activity: If we detect fraudulent payments or the abuse of promotional codes.
5. CHARGES AND PENALTIES Cancellation Fee: If you manage to force a cancellation through Customer Support after the order window has closed and food preparation has begun, Neyy reserves the right to charge a 100% cancellation fee (no refund) to compensate the Home Chef for the wasted ingredients and labor.
6. CONTACT FOR CANCELLATION For urgent issues regarding an active order, please contact us directly:
In-App Chat: Go to the "Help & Support" Section or active order screen.
Email: admin@neyy.in
