Cancellation and refunds Consult

Policies

Cancellation and refunds

How to cancel an order or meal plan, what to do if something is wrong with your food, and how we pay refunds.

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At a glance

  • If you don’t pay for an order within 15 minutes, we cancel it automatically and take no money.
  • You can cancel an order from your account until our kitchen starts cooking it.
  • On a meal plan, you can skip a delivery until 6 PM the day before, or pause the plan and resume later.
  • Refunds go back to the UPI account or payment method you paid from.
  • If something is wrong with your food, tell us within 24 hours of delivery.

Cancelling an order

We cook every order fresh, so what you can do depends on whether our kitchen has started on it.

  • Not paid yet

    You pay for one-time orders by scanning a UPI QR code. If we don’t receive payment within 15 minutes, we cancel the order automatically. No money is taken.

  • Paid, but not being cooked yet

    Cancel it yourself from your orders while its status is “accepted” or earlier. We refund the full amount to the UPI account you paid from.

  • Being cooked, on its way or delivered

    Once cooking starts, we can’t cancel the order, because the food has been made fresh for you. If something is wrong when it arrives, see problems with your food.

If you paid for an order that was then cancelled or expired, we send the money back to the same UPI account.

Meal plans

You pay for a meal plan up front, by UPI QR, for the whole plan. After that you stay in control of each delivery:

Skip a delivery
Skip any single delivery until 6 PM the day before it is due.
Pause and resume
Pause your plan when you need a break. Paused deliveries move to later dates, so you don’t lose them.
Cancel the plan
Cancelling stops all remaining deliveries. We refund the deliveries we haven’t cooked yet, pro rata, to the payment method you used.

Problems with your food

If something isn’t right, tell us within 24 hours of delivery and we’ll put it right.

We’ll refund or help with

  • Quality issues: the food doesn’t meet our quality standards.
  • Wrong order: you received different items from the ones you ordered.
  • Damaged packaging: the packaging was damaged during delivery.
  • Temperature issues: the food wasn’t kept at the right temperature.
  • Allergic reactions: your pet had an allergic reaction, with documentation from your vet.

We can’t refund

  • A change of mind after delivery.
  • Your pet not liking the taste, unless it’s a quality issue.
  • Problems reported more than 24 hours after delivery.
  • Food that has been eaten or partly eaten.
  • Custom orders or orders made for special dietary requirements.

How to ask for a refund

  1. Contact us within 24 hours of delivery. Call or WhatsApp +91 99800 17602, or email contact@tastytails.cafe.
  2. Tell us what happened. Share your order number, the reason, and photos if you can.
  3. We check it. Our team looks into the issue and aims to approve eligible requests within 2 hours.
  4. We send the refund to your original payment method.

How refunds are paid

We take payment by UPI, so refunds go back to the same UPI account you paid from. For meal plans, refunds go to the payment method you used for the plan.

We start your refund as soon as it’s approved. How quickly the money shows up also depends on your bank or UPI app, so we’ll confirm the timeline with you when we process it.

Special cases

Large orders
For orders above ₹2,000, you have 48 hours to report a problem, with a full refund guarantee.
Pet emergencies
If your pet has an emergency or health issue, we refund straight away once you share proper documentation.
Festival and seasonal orders
Because of high demand and preparation time, you can cancel special festival orders only within 12 hours.

Our freshness promise

We stand behind every meal we cook:

  • We buy fresh ingredients daily.
  • We cook your food within 4 hours of delivery.
  • We keep food in temperature-controlled storage.
  • We quality-check every order before packing it.

Read how we pack and deliver in our delivery policy.

Questions? Talk to us

A real person in our kitchen will reply. Share your order number if your question is about an order.

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