Refunds and Cancellation Policy

Our policy for refunds and order cancellations

Last Updated: December 2024

1. Cancellation Policy

1.1 Dine-In Orders

  • Orders can be cancelled within 5 minutes of placing the order
  • Once preparation has started, orders cannot be cancelled
  • Full refund will be provided for successfully cancelled orders

1.2 Online/Delivery Orders

  • Orders can be cancelled within 10 minutes of placing the order
  • Once the order is confirmed and preparation begins, cancellation is not possible
  • Refunds for cancelled orders will be processed within 5-7 business days
  • Orders cannot be cancelled once they are out for delivery

2. Refund Policy

2.1 Eligible Refund Scenarios

  • Order cancelled within the allowed timeframe
  • Defective or contaminated products received
  • Wrong items delivered (different from what was ordered)
  • Significant delays in delivery (more than 60 minutes beyond estimated time)
  • Quality issues with matcha products (bitter taste, poor texture, etc.)

2.2 Non-Refundable Scenarios

  • Change of mind after order confirmation
  • Partially consumed food items
  • Orders delivered to the correct address but customer unavailable
  • Taste preference differences (unless there's a quality issue)
  • Delays caused by weather conditions or external factors

3. Refund Process

  1. Contact us immediately at +91 8073502700 or hello@mochaandmatcha.in
  2. Provide order details and reason for refund request
  3. Our team will review the request within 24 hours
  4. If approved, refund will be processed to the original payment method
  5. Refunds typically take 5-7 business days to reflect in your account

4. Quality Guarantee

We are committed to providing the highest quality matcha products. If you receive a product that doesn't meet our quality standards, we will provide a full refund or replacement at no additional cost. Our quality guarantee covers:

  • Freshness of matcha products
  • Proper preparation and presentation
  • Correct temperature for hot and cold beverages
  • Hygiene and safety standards

5. Delivery Issues

  • If your order is not delivered within the estimated time, contact us immediately
  • For orders delayed by more than 60 minutes, we offer a full refund
  • If the delivery address is incorrect due to our error, we will redeliver at no cost
  • Spilled or damaged items during delivery will be replaced or refunded

6. Partial Refunds

In cases where only part of your order has issues, we may offer partial refunds:

  • Missing items from your order
  • One item in a multi-item order has quality issues
  • Incorrect size or variant of a specific item

7. Contact for Refunds

To request a refund or cancellation, please contact us:

Phone: +91 8073502700 (Available during business hours)

Email: hello@mochaandmatcha.in

Address: 319/A, 5th Cross, Beside Handent Dental Clinic, 17th D Main Road, Opposite Lane to DBS Bank, KHB Colony, 5th Block, Koramangala, BTM Layout, B.B.M.P South, Bengaluru - 560095

Business Hours: 9:30 AM - 11:00 PM (Daily)

8. Dispute Resolution

If you're not satisfied with our refund decision, you can escalate the matter by writing to our management at hello@mochaandmatcha.in. We will review your case within 48 hours and provide a final resolution.

9. Policy Updates

We reserve the right to update this refund and cancellation policy at any time. Changes will be posted on our website with the updated date. The policy in effect at the time of your order will apply to that transaction.

Need Help?

Our customer service team is here to help resolve any issues. Please don't hesitate to contact us at +91 8073502700 or hello@mochaandmatcha.in for any refund or cancellation requests.

Important Note

Due to the nature of our fresh matcha products, we prioritize quality and freshness. We recommend consuming our products immediately upon delivery for the best experience.