Refund & Cancellation Policy

1. Overview

At 500Kcal.fit, we strive to provide the best meal delivery experience. This Refund Policy outlines the terms and conditions for order cancellations, credit refunds, and related procedures.

Please read this policy carefully before placing orders or purchasing credits.

2. Credit Purchase Policy

2.1 Non-Refundable Credits

2.2 Credit Validity

• Starter (1 meal): Valid for 2 days
• Weekly (6 meals): Valid for 2 weeks
• Monthly (24 meals): Valid for 1.5 months

Credits expire after their validity period and cannot be refunded or extended.

2.3 Exceptions

Refunds for credit purchases may be considered only in cases of:

• Duplicate payments due to technical errors
• Payment gateway errors resulting in incorrect charges
• Unauthorized transactions (with proof)

Contact customer support within 48 hours of the transaction with supporting documentation.

3. Order Cancellation Policy

3.1 The 12-Hour Rule

3.2 Examples

3.3 How to Cancel

1. Go to "My Orders" section
2. Find the order you want to cancel
3. Click "Cancel Order" button (if eligible)
4. Confirm cancellation
5. Credit refund processed instantly

4. Credit Refund Process

4.1 Refund for Cancelled Orders

• Cancelled orders receive 1 credit refund
• Refund is instant and automatic
• Refunded credits are immediately available for new orders
• Credits retain original validity period

4.2 Refund Timeline

Credit refunds appear in your account immediately after cancellation confirmation. No waiting period required.

5. Quality Issues and Complaints

5.1 Eligible Scenarios

You may be eligible for credit refund if:

• Wrong meal delivered
• Missing items from order
• Package tampered or seal broken
• Quality issues (spoilage, contamination)
• Meal significantly different from description

5.2 Reporting Procedure

1. Contact customer support immediately upon delivery
2. Provide order details and photos of the issue
3. Do not consume the meal if there are safety concerns
4. Allow us 24-48 hours to review your complaint

5.3 Resolution

Based on investigation, we may offer:

• Full credit refund
• Replacement meal
• Partial credit compensation

5.4 Non-Eligible Complaints

Refunds will NOT be issued for:

• Subjective taste preferences
• Issues reported after meal consumption
• Complaints made more than 2 hours after delivery
• Quality issues due to improper storage after delivery
• Normal variations in meal appearance

6. Failed or Undelivered Orders

6.1 Company Responsibility

Full credit refund will be issued if:

• Order never dispatched due to our error
• Delivery failed due to our logistics issues
• Delivery partner unable to complete delivery (our fault)

6.2 Customer Responsibility

NO refund will be issued if delivery fails due to:

• Incorrect address provided
• Customer unavailable during delivery slot
• No response to delivery partner calls/messages
• Refusal to accept delivery
• Access restrictions not communicated in advance

7. Payment Gateway Refunds

7.1 When Applicable

Monetary refunds (to original payment method) may be processed for:

• Duplicate payments
• Payment gateway errors
• Unauthorized transactions
• Service cancellation (in exceptional cases)

7.2 Refund Timeline

• Credit/Debit Cards: 5-7 business days
• UPI/Wallets: 3-5 business days
• Net Banking: 5-10 business days

Refund timelines depend on your bank/payment provider and are beyond our control.

7.3 Refund Process

1. Submit refund request with transaction details
2. Our team reviews the request (24-48 hours)
3. If approved, refund initiated to original payment method
4. You receive refund confirmation email
5. Amount reflects in your account per banking timelines

8. Promotional Credits and Discounts

8.1 Gift Credits

• Existing customers can gift 1 meal credit to a new customer via a gift link
• Gift credits are added when the new customer completes signup
• Not redeemable for cash

8.2 Promotional Credits

• Bonus credits from promotions are non-refundable
• May have different validity periods
• Cannot be transferred or exchanged for cash
• Used after regular credits expire

9. Dispute Resolution

9.1 Customer Support

For any refund or cancellation issues:

9.2 Escalation

If your issue is not resolved:

1. Request to speak with a supervisor
2. Email detailed complaint to 500kcalfit@gmail.com
3. Allow 3-5 business days for resolution

10. Important Terms

10.1 Final Decision

500Kcal.fit reserves the right to make final decisions on all refund and cancellation requests. Decisions are made based on Terms & Conditions and individual case circumstances.

10.2 Abuse Prevention

We reserve the right to deny refunds or suspend accounts that:

• Repeatedly request refunds without valid reasons
• Abuse the cancellation policy
• Make fraudulent claims
• Violate our Terms & Conditions

10.3 Policy Modifications

We may update this policy at any time. Changes will be posted on our website with updated "Last Updated" date. Continued use of our service constitutes acceptance of changes.

11. Summary