Refund & Cancellation Policy

This policy explains cancellations and refunds for Kicibo orders. It matches how the product works today: payment is offline between customer and chef (Cash / UPI). Kicibo does not hold money and cannot “initiate a gateway refund.”

1. Customer cancellation

• Pending orders: Customers may cancel while the order is still pending (before the chef accepts). The seat is released.
• After acceptance: Customers cannot cancel in-app. Please coordinate directly with the chef if circumstances change.

2. Chef reject or no response

• A chef may reject a pending order. The seat is released and the customer is notified.
• If a pending order expires without acceptance under product timing rules, it is cancelled and the seat is released.

3. Payments & refunds (V1 offline)

• No payment yet: If the order is cancelled, rejected, or expired before any money was paid, there is nothing for Kicibo to refund.
• UPI / Cash already paid to the chef: Any refund is between customer and chef. Kicibo may send guidance (for example, that a direct refund from the chef should be expected) but does not process or guarantee the transfer.
• Receipt emails: Confirm offline payment status in the product; they are not card-gateway receipts.

4. Batch changes

If a chef cancels a batch, open orders on that batch are cancelled and customers are notified. Seat inventory is released. Payment outcomes follow section 3.

5. Issues with food or fulfilment

If there is a problem with an order after acceptance, contact the chef first when possible, and email support@kicibo.com with your order details so we can review account or policy issues.

6. Changes

We may update this policy as payment options evolve. The date at the top of this page will change when we do.