Cancellation & Refund Policy
Clear rules on pre-preparation order cancellations, transit defect resolution, source refund routing, auto-reversals, and non-refundable scenarios.
1. Order Cancellation & 60-Second Window
Because BlazeEats prepares fresh, chef-crafted meals made-to-order, cancellation rights are strictly tied to our kitchen preparation and cooking lifecycle:
- Instant 60-Second Grace Window: You may cancel your order free of charge within 60 seconds of checkout confirmation or before the cloud kitchen accepts the ticket and initiates preparation. Upon successful cancellation in this window, a 100% full refund will be initiated automatically.
2. Post-Preparation Cancellation Fee
Once the 60-second window has lapsed or the kitchen has accepted the order and commenced cooking:
3. Defect Resolution, Spills & Missing Items
We maintain strict packaging and quality standards. If your meal arrives in an unsatisfactory state, you are eligible for resolution under the following clear conditions:
If the tamper-evident security seal is broken or food has severely spilled during transit, take clear photos of the parcel and contact support within 30 minutes of delivery.
If an item is missing from your parcel or an incorrect dish was packed, share a photo of the received items and bill receipt. We will dispatch the missing item or refund its prorated value.
4. Quality Investigation Protocol
In the rare event of a food quality dispute (e.g. food undercooking, foreign object complaint):
- The customer must preserve the food item and provide clear, high-resolution photographs or video evidence within 1 hour of delivery.
- Our quality assurance team will cross-verify kitchen batch logs, temperature charts, and packaging station footage.
- Upon verification, BlazeEats will issue a full or partial refund or provide replacement dining credits.
5. Strict Non-Refundable Conditions
To protect against fraudulent claims and ensure fair operations, refunds will NOT be issued in the following scenarios:
- Incorrect Address / Contact Info: Customer provided an incorrect address, wrong phone number, or inaccessible gate code;
- Unreachable Customer: Customer failed to answer phone calls from the rider or was unavailable during the 10-minute delivery wait window;
- Refusal of Delivery: Customer refused to accept the food parcel upon arrival;
- Subjective Taste & Palate Preferences: Subjective taste disputes where the dish was prepared accurately according to standard recipe formulation (e.g., individual spice tolerance, personal flavor preference);
- Late Complaints: Defect or spillage complaints raised after more than 30 minutes following delivery; or
- Delays caused by Force Majeure: Delivery delays caused by severe monsoon downpours, traffic blockades, or municipal restrictions where the food was delivered safely.
6. Refund Timelines & Original Source Routing
Once a refund is approved by our support team, funds are remitted strictly back to the original source payment method:
7. Failed Payments & Banking Auto-Reversals
If your bank account was debited during checkout but the order failed or was not confirmed due to a network glitch:
8. Fraudulent Claims & Chargeback Policy
BlazeEats deploys image verification algorithms and kitchen CCTV logging to prevent fraudulent refund claims. Any customer found submitting doctored photos, false non-delivery claims, or initiating fraudulent bank chargebacks will have their account permanently banned and details reported to fraud-prevention databases.
9. Support Helpdesk & Ticket Submission
Our customer support desk operates daily during active kitchen hours: