REFUND AND CANCELLATION POLICY
Last Updated: 17-09-2026
1. GENERAL PRINCIPLE At Neyy, we strive to ensure that you receive fresh, authentic, and high-quality food from our local Home Chefs. However, we recognize that logistical or quality issues may sometimes occur. This policy outlines the specific circumstances under which cancellations and refunds are allowed.
2. CANCELLATIONS A. Cancellation by Customer (Scheduled Deliveries):
Before the Order Freeze Window: You may cancel your order for a full refund at any time before the designated order window closes (typically 60 minutes prior to the start of your scheduled delivery slot).
After the Order Freeze Window: Once the order window closes and the Home Chef begins batch preparation for that slot, cancellations are strictly not permitted. This policy is enforced to prevent severe food wastage and financial loss to our independent Home Chefs.
Customer Unavailability: If you provide an incorrect address, an unreachable phone number, or are unavailable to receive the order when the Delivery Partner arrives, the order will be cancelled. No refunds will be provided for failed deliveries caused by customer error. Repeated refusal of Cash on Delivery (COD) orders will result in permanent account suspension.
B. Cancellation by Neyy or Vendor: We reserve the right to cancel your order in the following cases:
The Vendor is unable to fulfill the order due to sudden ingredient unavailability or capacity limits.
A Delivery Partner is unavailable for your specific location during the delivery slot.
Technical errors or payment gateway failures.
In these specific cases, you will automatically receive a 100% refund.
3. ELIGIBILITY FOR REFUNDS Refunds are not automatic. They are granted only under specific conditions after verification by our support team.
A. We WILL Refund If:
Missing Items: You paid for an item but it was missing from the sealed package (You will receive a partial refund for that specific item).
Wrong Item: You received a completely different dish than what you ordered.
Damaged/Spilled Food: The packaging was severely crushed, tampered with, or spilled during transit. (Clear photographic proof of the sealed bag and damaged contents is required).
Severe Quality Issues: Finding a foreign object in the food or verifiable use of spoiled ingredients. (Clear photographic proof is required).
B. We Will NOT Refund If:
Taste/Preference: You did not like the taste, spice level, portion size, or texture of the food. Taste is highly subjective, and our Home Chefs cook according to their own authentic, localized recipes.
Late Delivery: Minor delivery delays caused by severe weather, heavy traffic, or high platform demand during peak slots.
Customer Error: You mistakenly chose the wrong item, selected the wrong delivery slot, or provided the wrong delivery address.
4. REFUND PROCESS
Reporting Timeframe: You must report any issue via App Support or In-App Chat within 2 hours of the delivery being marked as complete. Food quality complaints raised after this 2-hour window will not be considered.
Verification: You are strictly required to submit clear photos of the food, the issue in question, and the packaging to verify your claim.
Final Decision: Neyy investigates all claims with both the Rider and the Chef. Neyy’s decision on the approval or rejection of a refund shall be final and binding.
5. REFUND TIMELINE & METHOD
Source Account: If approved, refunds will be processed to your original payment method (Bank/UPI/Card) within 5 to 7 business days, depending on your bank’s processing time.
Neyy Wallet: Alternatively, we may offer an instant refund to your in-app Neyy Wallet, which can be used immediately for future orders.
6. CONTACT US If you have an issue with your order, please reach out immediately:
In-App Chat: Go to "Orders" > select the active order > "Help"
Email: admin@neyy.in
