CANCELLATION POLICY
Last Updated: February 02, 2026
1. INTRODUCTION
At Neyy, we value both our Customers' time and our Home Chefs' efforts. 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
Before Confirmation: You can cancel your order for free before the Vendor (Chef) accepts it. In this case, your entire payment will be refunded.
After Confirmation: Once the Chef has accepted the order and started cooking, you cannot cancel the order. This is because our Home Chefs purchase fresh ingredients specifically for your meal, and cancelling at this stage causes them a financial loss.
Exceptions: If the order is significantly delayed (more than 60 minutes past the estimated time) due to our fault, you may contact Support to request a cancellation.
3. CANCELLATION BY VENDOR (CHEF)
We strive to ensure every order is fulfilled. However, a Vendor may cancel an order if:
The specific ingredient or dish is out of stock.
They are unable to prepare the food due to unforeseen kitchen emergencies.
You will receive a 100% refund immediately if the Vendor cancels your order.
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 delivery zone or cannot be located by the Delivery Partner.
Unresponsive Customer: 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.
Suspicious Activity: If we detect fraudulent payment or abuse of promo codes.
5. CHARGES AND PENALTIES
Cancellation Fee: If you manage to cancel an order after food preparation has begun (via Customer Support), Neyy reserves the right to charge a 100% cancellation fee to compensate the Chef for the wasted food.
6. CONTACT FOR CANCELLATION
Since the App may lock the "Cancel" button after order acceptance, you must contact us directly for urgent issues:
In-App Chat: "Help & Support" Section.
Email: admin@neyy.in