Cook Zones

Overview

At Cook Zones Restaurant, customer satisfaction is our highest priority. We understand that sometimes plans change or expectations may not be met. This Refund & Cancellation Policy explains your rights and our procedures regarding:

• Reservation cancellations and deposit refunds
• Food order cancellations (dine-in, takeaway, and delivery)
• Quality issues and incorrect orders
• Payment disputes and chargebacks
• Gift voucher and promotional offer refunds

By making a reservation, placing an order, or dining with us, you agree to the terms of this policy. Please read it carefully before completing any transaction.

Reservation Cancellations & Refunds

Standard Reservations (1-7 guests)

• Cancellation Window: You may cancel or modify your reservation free of charge up to 2 hours before your scheduled booking time.
• Late Cancellations (within 2 hours): No monetary penalty applies for standard reservations, but repeated no-shows may affect your ability to book future reservations.
• No-Show Policy: If you fail to arrive within 15 minutes of your reservation time without notice, we reserve the right to release your table. No fees are charged for standard reservations.

Large Group Reservations (8+ guests)

• Deposit Requirement: For parties of 8 or more, a non-refundable deposit of ₹1,000 is required at the time of booking. This deposit is applied towards your final bill.
• Deposit Refund Eligibility: The deposit is fully refundable if you cancel at least 48 hours prior to your reservation. For cancellations between 24-48 hours, 50% of the deposit is refundable. No refund for cancellations within 24 hours or no-shows.
• Group Menu Prepayment: For special event bookings or pre-fixe menus, separate refund terms will be communicated and agreed upon in writing at the time of booking.

Food Order Cancellations (Dine-in & Takeaway)

• Before Preparation: You may cancel a dine-in or takeaway order without any charge if the kitchen has not started preparing your food. Please inform your server or counter staff immediately.
• After Preparation Started: Once preparation has begun, cancellations are not accepted as ingredients and effort have already been committed. Exceptions may be made at the manager's discretion.
• Already Served Food: Food that has been served at your table cannot be canceled or refunded unless there is a quality or preparation issue (see Quality Issues section below).
• Custom Orders: Special preparation, bulk orders, or custom menu items may have specific cancellation terms communicated at the time of order. These are typically non-refundable once confirmed.

Delivery & Online Order Cancellations

• Cancellation Before Dispatch: Orders placed through our website or partner apps (Zomato, Swiggy) can be canceled within 2 minutes of placement without charge. After that, cancellation depends on restaurant acceptance.
• After Dispatch / On the Way: Once the order has been dispatched or picked up by the delivery partner, cancellations are not possible. You may refuse delivery upon arrival, but refunds will be evaluated based on the reason.
• Delivery Partner Issues: If your order is delayed excessively (beyond 45 minutes of estimated time), you may contact us for a partial refund or credit. Refund amount depends on delay duration and circumstances.
• Wrong Address Provided: Refunds will not be issued if you provide an incorrect or incomplete delivery address resulting in failed delivery.

Quality Issues - Incorrect, Missing, or Unsatisfactory Items

Your satisfaction is guaranteed. If you experience any of the following issues, we will work to make it right:

Incorrect Order Received

• Dine-in: Inform your server immediately. We will replace the incorrect item with your correct order at no additional charge.
• Takeaway/Delivery: Contact us within 30 minutes of receiving your order. We will either resend the correct item or issue a full refund for that specific item.

Missing Items

• Check your order upon receipt. For takeaway/delivery, notify us within 30 minutes. We will refund the missing item's value or arrange redelivery (minimum order conditions may apply).

Quality or Preparation Concerns

• If a dish is undercooked, burnt, stale, or otherwise unsatisfactory, please bring it to our attention immediately. For dine-in, our manager will evaluate and offer a replacement or removal from your bill.
• For delivery, please provide clear photos of the issue and contact us within 1 hour of delivery. Refunds or credits are issued after review.

Payment Errors & Chargebacks

• Duplicate Charges: If you are charged twice for the same transaction due to a technical error, please contact us immediately. We will verify and refund the duplicate charge within 7 business days.
• Incorrect Amount Charged: If the final billed amount differs from the menu/agreed price due to human error, we will correct the charge and refund the difference promptly.
• Chargeback Disputes: If you initiate a chargeback with your bank without first contacting us to resolve the issue, we reserve the right to contest the chargeback with supporting evidence. You may be liable for any fees incurred.
• Refund Methods: All refunds are processed to the original payment method whenever possible. If that method is unavailable, store credit or voucher may be offered as an alternative.

Gift Vouchers, Promotions & Discounts

• Gift Vouchers: Purchased gift vouchers are non-refundable but can be transferred to another person. Vouchers expire 12 months from purchase date unless otherwise stated.
• Promotional Discounts: If a discount or promotional code was applied to your order, refunds are calculated based on the actual amount paid, not the original menu price.
• Complimentary Items: No refunds or exchanges are provided for complimentary or free items.
• Festival / Special Event Bookings: Refund terms for special events (Diwali, New Year, etc.) are specific to each event and will be communicated at the time of booking. Typically, these are non-refundable within 7 days of the event.

Refund Timelines & Process

To request a refund or report an issue, please follow these steps:

1. Contact Us: Reach out to our customer support team within the specified time limits (generally within 1 hour for delivery issues, before leaving for dine-in).
2. Provide Information: Have your order number, reservation ID, payment receipt, and any supporting evidence (photos, description) ready.
3. Review: Our support team will review your request within 24-48 hours and notify you of the decision.
4. Approved Refunds: Once approved, refunds are processed within 7-10 business days. You will receive a confirmation email.

Contact for Refund Requests:

• Email: support@cookzones.shop (please include "Refund Request" in subject line)
• Phone: +91 81040 50549 (Monday-Sunday, 11 AM - 9 PM)
• In-person: Speak to the restaurant manager or any senior staff member.

Non-Refundable Situations

Refunds will not be provided in the following circumstances:

• Change of taste or personal preference after consuming most of the dish.
• Allergies or dietary reactions despite menu warnings and our disclaimer that cross-contamination may occur.
• Order delays caused by third-party delivery platforms beyond our control (e.g., traffic, weather).
• Items damaged or consumed after delivery (except where quality issue existed at delivery).
• Promotional or discounted items where terms explicitly state "non-refundable."
• Cancellations made after the kitchen has confirmed the order and started preparation.
• Failure to report an issue within the specified time limits.

Changes to This Policy

Cook Zones Restaurant reserves the right to update or modify this Refund & Cancellation Policy at any time without prior notice. Changes become effective immediately upon posting on this page. The "Last Updated" date indicates when revisions were made. Your continued use of our services after changes constitutes acceptance of the revised policy.

Governing Law & Dispute Resolution

This Refund Policy is governed by the laws of India. Any disputes arising from refund requests shall first be attempted to resolve amicably through customer support. Unresolved disputes shall be subject to the exclusive jurisdiction of courts in Nagpur, Maharashtra.

Need Help?

If you have any questions about this Refund Policy or need assistance with a refund request, please don't hesitate to contact us. We're here to help!

• Email: support@cookzones.shop
• Phone: +91 81040 50549
• Address: Cook Zones Restaurant, Nagpur, Maharashtra - 440001, India

We value your business and are committed to resolving any concerns fairly and promptly.