Refund, Cancellation and Order Issue Policy

Effective Date: 27 October 2026
Last Updated: 27 October 2026

1. Introduction

This Refund, Cancellation and Order Issue Policy governs orders placed through the BraaiCraft Smokehouse website, operated by ELSH Ventures LLP.

BraaiCraft Smokehouse is a gourmet cloud kitchen based in Gurgaon, Haryana, India. Our menu consists primarily of freshly prepared, made-to-order food. Due to the perishable nature of food and the preparation process involved, cancellations, refunds and requests for replacements are subject to the conditions outlined in this policy.

We aim to resolve genuine customer concerns fairly, promptly and transparently while maintaining appropriate food safety and quality standards.

2. Scope of This Policy

This policy applies to:

• Orders placed directly through our website.

• Customer requests to cancel an order.

• Orders cancelled by BraaiCraft Smokehouse.

• Failed, duplicate or incorrectly processed payments.

• Missing, incorrect, damaged or materially unsatisfactory food items.

• Requests for refunds, replacements or other appropriate resolutions.

Orders placed through third-party food delivery platforms, including Zomato and Swiggy, may be subject to the respective platform’s cancellation, refund and customer support procedures. Customers placing orders through these platforms should ordinarily raise their requests through the relevant platform, without prejudice to any rights or remedies available under applicable law.

3. Order Cancellation by Customers

Our food is generally prepared after an order is received. Once preparation begins, cancellation may result in food wastage and costs that cannot reasonably be recovered.

Accordingly:

• Before preparation begins: Customers should contact us immediately to request cancellation. We will review the request and confirm whether cancellation is possible.

• After preparation begins: Cancellation requests may not be accepted because preparation costs have already been incurred.

• After dispatch: Orders ordinarily cannot be cancelled once handed over for delivery.

• After delivery: Orders cannot ordinarily be cancelled or returned merely because the customer has changed their mind or no longer wishes to consume the food.

Cancellation eligibility will depend on the order’s status and the circumstances of the request. Any applicable refund will be assessed in accordance with this policy and applicable law.

A cancellation request is not considered confirmed until we communicate our acceptance of it.

4. Order Cancellation by BraaiCraft Smokehouse

We reserve the right to cancel an order when circumstances prevent us from fulfilling it, including:

• Unavailability of an ordered item or ingredient.

• Temporary kitchen closure or operational disruption.

• Inability to service the delivery location.

• Suspected fraudulent activity or a payment issue that prevents order confirmation.

• Other circumstances beyond our reasonable control that make fulfilment impracticable.

Where we cancel a prepaid order and are unable to fulfil it, we will arrange a refund of the amount paid for the unfulfilled order, subject to verification and any applicable legal requirements.

Where appropriate, we may contact the customer to offer an alternative item or another mutually agreed resolution. Any substitution will require the customer’s agreement.

5. Refund Eligibility

Refunds may be considered in the following circumstances:

5.1 Incorrect or Missing Items

If an item is missing from your order or you receive an item different from what you ordered, please contact us promptly. We will investigate and, where the complaint is verified, offer an appropriate resolution. This may include a refund for the affected item, a replacement or another mutually agreed remedy.

5.2 Food Quality Concerns

If an order contains food that is materially inconsistent with its description, appears spoiled, is contaminated, or presents a legitimate food safety concern, please contact us immediately.

We will investigate the matter and determine an appropriate resolution based on the nature of the issue. This may include a refund, replacement or other remedy as appropriate.

Please do not consume food that you reasonably believe to be unsafe. Where food safety is a concern, retain any relevant packaging and photographs if it is safe and practical to do so.

5.3 Damaged Packaging or Spillage

If food arrives with materially damaged packaging, significant spillage or other delivery-related damage, notify us as soon as possible, preferably immediately after receiving the order.

We will assess the issue and arrange an appropriate resolution where the complaint is substantiated.

5.4 Order Not Delivered

If you have paid for an order that has not been delivered, please contact us so that we can verify its status.

Where an order cannot be delivered and the failure is attributable to us, we will arrange an appropriate refund or other resolution in accordance with this policy and applicable law.

5.5 Failed or Duplicate Payments

If your payment has been debited but your order was not confirmed, or if you were charged more than once for the same order, please contact us with the relevant transaction details.

Following verification, we will initiate any refund due for the failed or duplicate transaction. A temporary payment authorisation or pending bank entry may require separate confirmation from your bank or payment provider.

5.6 Other Circumstances

Refunds may also be considered where required by applicable law or where the circumstances reasonably justify a refund or other remedy.

6. Non-Refundable Circumstances

Subject to applicable law and the customer’s statutory rights, refunds will not ordinarily be provided for:

• A change of mind after food preparation has commenced.

• A customer’s failure to collect an order or accept delivery for reasons attributable to the customer.

• Incorrect delivery details supplied by the customer, where these prevent successful delivery.

• Minor variations in appearance, colour, portion presentation or garnish that do not materially affect the item supplied or its description.

• Taste preferences or personal expectations where the food supplied materially matches the order description and no substantiated quality issue exists.

• An order that has been correctly prepared and delivered in accordance with the confirmed order.

These exclusions do not apply where a refund or other remedy is required under applicable law or where the underlying complaint establishes a valid reason for redress.

7. Returns and Replacements

Due to the perishable nature of freshly prepared food, we do not ordinarily accept physical returns of food items.

Where a complaint is substantiated, we may offer one or more of the following, depending on the circumstances:

• A refund for the affected item or order.

• A replacement item or order.

• A partial refund where only part of the order is affected.

• Another reasonable resolution agreed with the customer.

For food safety reasons, customers should not return food to the kitchen unless specifically instructed to do so as part of an appropriate investigation.

8. How to Request a Refund or Report an Order Issue

To report an issue with an order placed directly through our website, please contact us using the details below.

Email: connect@smokehousebybraaicraft.com
Phone: +91 9816 461 233

Please include the following information wherever possible:

• Your order number.

• The date and approximate time of the order.

• Your registered name and contact number.

• A clear description of the issue.

• Photographs of the affected items or packaging, where relevant.

• Payment transaction details, where the issue concerns payment.

For missing, incorrect, damaged or quality-related items, please notify us as soon as reasonably possible after delivery, preferably within two hours of receipt. This helps us investigate the matter while the details are still verifiable.

This suggested reporting period is intended to facilitate prompt investigation and does not exclude complaints or remedies that must be considered under applicable law.

Please do not send complete card numbers, CVVs, passwords or other sensitive payment credentials.

9. Review and Resolution of Complaints

We will review refund and order issue requests on a case-by-case basis. We may contact you for additional information or supporting evidence where reasonably necessary.

We aim to acknowledge complaints within two business days and provide a substantive response as soon as reasonably practicable, depending on the nature and complexity of the issue.

Where a refund is approved, we will initiate the refund through the original payment method or another lawful and mutually agreed method, as appropriate.

Our review process does not limit any rights available to customers under applicable consumer protection or food safety laws.

10. Refund Processing Time

Once a refund has been approved and initiated, the time taken for the amount to appear in the customer’s account may depend on the payment gateway, bank, card issuer or other payment service provider.

Refunds are generally processed to the original payment method wherever practicable.

If the refund has been initiated but is not reflected in your account within the timeframe communicated by us or your payment provider, please contact us with your order number and transaction reference so that we can assist with verification.

The date on which a refund is initiated may differ from the date on which the funds are credited to your account.

11. Orders Placed Through Third-Party Platforms

For orders placed through Zomato, Swiggy or another third-party ordering or delivery platform, the applicable platform may control the cancellation request, refund workflow, payment reversal and delivery-related investigation.

Customers should use the relevant platform’s support mechanism for these orders. BraaiCraft Smokehouse will cooperate with the platform, as appropriate, in investigating genuine order issues.

Nothing in this section excludes any responsibility that may legally rest with BraaiCraft Smokehouse.

12. Customer Grievances

If you are dissatisfied with the handling of your refund request or order complaint, you may escalate the matter to our Grievance Officer using the contact details below.

Grievance Officer: BraaiCraft Smokehouse
Operating Entity: ELSH Ventures LLP
Address: 3rd Floor, Innov8 Coworking, Orchid Center, Golf Course Road, Sector 56, Gurgaon – 122002, Haryana, India
Phone: +91 9816 461 233
Email: connect@smokehousebybraaicraft.com
FSSAI Registration Number: 10826005000786

Please include your order number and a summary of the complaint so that we can identify the matter and review it efficiently.

We aim to acknowledge grievances within two business days and endeavour to resolve them within a reasonable period, subject to the circumstances of the case and any applicable statutory timelines.

Customers may also approach the relevant consumer protection or food safety authorities where appropriate.

13. Policy Amendments

BraaiCraft Smokehouse reserves the right to update this policy from time to time to reflect operational changes, improvements to our customer service processes or changes in applicable law.

The updated version will be published on this page with the revised effective or last-updated date.

The policy applicable to an order will be interpreted in accordance with applicable law and the circumstances of that order.

14. Contact Us

For questions about this Refund, Cancellation and Order Issue Policy, please contact:

BraaiCraft Smokehouse
Operated by ELSH Ventures LLP
Gurgaon, Haryana, India

Email: connect@smokehousebybraaicraft.com
Phone: +91 9816 461 233
Website: https://braaicraftsmokehouse.com/