Cancellation and Refund Policy
Last Updated: August 22, 2026
1. Introduction
At DeLaado, operated by Virahi DeLaado Innovations Private Limited, we strive to deliver the highest quality meals and freshest groceries to your doorstep. This Cancellation and Refund Policy outlines the terms governing order cancellations, quality disputes, returns, and refunds across both our DeLaado Food Delivery and DeTaaza Fresh Commerce verticals.
2. Order Cancellation Policy
DeLaado Food Delivery
Before Kitchen Preparation: You may cancel your food order free of charge before the Restaurant Partner accepts and begins food preparation.
Once in Preparation / Dispatched: Because meals are freshly cooked and perishable, orders cannot be canceled once kitchen preparation has commenced or the delivery partner has been dispatched.
DeTaaza Fresh & Grocery
Before Packing & Dispatch: DeTaaza orders (vegetables, fruits, dairy, meat, daily essentials) can be canceled through the app before the order enters the packing/fulfillment stage or before the scheduled delivery slot cutoff.
After Dispatch: Once packed and out for delivery with our fleet, slot orders cannot be canceled mid-transit.
3. Returns & Quality Guarantee
We stand behind the freshness and authenticity of our products:
- Fresh Produce & Perishable Goods (Fruits, Vegetables, Dairy, Poultry, Meat): We encourage customers to inspect items at the doorstep upon delivery. In the rare event of damage, quality deterioration, or missing items, issues must be reported to support within two (2) hours of delivery along with clear photographic evidence.
- Packaged Foods & Daily Essentials: Packaged products with missing items, broken manufacturer seals, or expired dates can be reported within twenty-four (24) hours of delivery.
- Non-Returnable Items: Items consumed, opened, partially used, or stored improperly after receipt cannot be returned.
4. Refunds & Processing Timelines
Once an eligible return or cancellation is approved:
- Online Payments (Razorpay / PayU / UPI / Cards / NetBanking): Refunds will be initiated immediately and credited back to the original source payment method within 5 to 7 business days (depending on your issuing bank).
- Cash on Delivery (COD) Orders: Refunds will be processed via direct UPI transfer or NEFT/IMPS bank transfer within 1 to 2 business days after you provide verified account details to our customer support.
- Partial Refunds: If only a specific item from a multi-item order is missing or unsatisfactory, a proportionate partial refund will be credited.
5. Platform / Merchant Initiated Cancellations
In rare circumstances where an item goes out of stock, a restaurant is unable to prepare an item, or weather/logistics disruptions prevent delivery, DeLaado will notify you promptly and issue an automatic 100% full refund for any pre-paid amount.
6. Contact & Grievance Support
For any cancellation or refund queries, reach out to our dedicated support team:
Customer Support: support@delaado.in
Helpline Phone: +91 9429693972
Operating Hours: 7:00 AM – 10:00 PM IST (Daily)