Fresh food can't be restocked — once the kitchen cooks, the cost is real. This policy is our honest attempt to balance that with being fair to you. The principles: money that shouldn't have left your account always comes back to it; food we got wrong is on us; and cancellations are free when the kitchen hasn't started on your order.
On this page
01The short version
| Situation | What you get |
|---|---|
| À la carte order cancelled before the kitchen starts | Full refund |
| Wrong, missing, or below-standard item (reported within 2 hours, ideally with a photo) | Replacement, credit, or full refund of the item — your choice |
| Meal plan meal skipped ≥ 2 hours before its delivery window | Meal preserved — delivered later within your plan window |
| Meal plan meal cancelled < 2 hours before delivery | Chargeable (it's already cooked) |
| Meal plan cancelled mid-plan | Unused meals converted to Kenzo credit, valid 12 months |
| Catering cancelled more than 7 days before the event | Advance refunded, less procurement costs actually incurred |
| Catering cancelled 72 hours to 7 days before the event | 50% of advance refunded, or one free date change |
| Catering cancelled < 72 hours before the event | Advance non-refundable; we'll try to offer a date change |
| Failed / duplicate / excess payment | Auto-refund to the source account, 5–7 business days |
| We cancel your order (serviceability, availability) | Full refund of the undelivered portion |
02À la carte orders
- Before preparation begins: cancel free of charge for a full refund — within 5 minutes of placing the order, or any time before the kitchen starts on it, whichever gives you longer. Call or WhatsApp us immediately after ordering.
- After preparation begins: the order is chargeable, because the food is being made fresh for you.
- Something wrong with the order — a missing item, the wrong dish, a quality or safety concern: tell us within 2 hours of delivery, ideally with a photo — a WhatsApp message or email sent within that window counts on any day, at any hour; phone hours don't limit it. We'll make it right with a replacement (where feasible the same day), Kenzo credit, or a refund of the affected items — your choice.
- Orders placed on third-party platforms (e.g. Zomato) follow that platform's refund process; we honour the same quality standard either way.
03Meal plans
Meal plans are advance-paid subscriptions, and the flexibility is designed in rather than bolted on:
- Skip, don't lose: any meal can be skipped or rescheduled up to 2 hours before its delivery window — it stays in your balance. A 7-day plan can be consumed over 12 days, a 14-day plan over 20, a 30-day plan over 40.
- Inside 2 hours: the meal is cooked and dispatched-or-dispatching, so it's chargeable.
- Cancelling a plan mid-way: the unused meals convert to Kenzo credit at full value, usable against any Chef Kenzo order — meal plans, à la carte, or catering — for 12 months. Meal plans are not refundable in cash once started, which is why we recommend the 3-day trial before committing.
- Before the plan starts: cancel a plan that hasn't served its first meal ≥ 24 hours before the first delivery for a full refund.
- Quality issues with any individual meal are handled exactly like à la carte orders (section 2).
04Catering bookings
Catering involves procurement, staffing, and turning away other bookings for your date — so the slabs below reflect costs that become real as the event approaches. Your written proposal may state different slabs for very large or bespoke events; where it does, the proposal governs.
- More than 7 days before the event: advance refunded in full, less any procurement costs already incurred for your menu (invoiced transparently).
- 72 hours to 7 days before the event: 50% of the advance refunded — or apply 100% of it to a rescheduled date within 90 days, subject to availability (one free date change).
- Less than 72 hours before the event: the advance is non-refundable; ingredients are bought and the team is rostered. We will still try to accommodate a date change.
- Rush and short-lead bookings (confirmed inside these windows — for example a 1-day corporate rush order): you have a 2-hour grace period after paying the advance to cancel for a full refund, provided procurement hasn't started; after that, the slab that applied when you booked governs.
- Guest count reductions after the 72-hour final count are billable at the confirmed count.
- If we fail to deliver the event as proposed for reasons within our control, we refund the affected portion in full — and we'll say so plainly rather than make you chase us.
05Failed & duplicate payments
If money left your account but the order didn't confirm — a gateway timeout, a duplicate charge, an excess amount — you don't need to argue for it. Send the transaction reference to contact@kenzok.com or WhatsApp +91 92051 40888. Verified failed or duplicate payments are refunded to the original payment method within 5–7 business days of confirmation (bank processing times can add a few days on their side).
06Kenzo credits
- Credits are issued at full value against your phone number, and are visible to our team when you order.
- Valid for 12 months from issue; usable against any Chef Kenzo order.
- Credits aren't transferable or redeemable for cash, except where this policy provides a cash refund and you chose credit instead — in that case you can switch back within 30 days of issue.
07How refunds are paid
- Refunds go to the original payment method. Cash-on-delivery refunds (where offered) are paid by UPI or bank transfer.
- We initiate approved refunds within 2 business days; they typically reach your account in 5–7 business days, depending on your bank.
- Every refund gets a confirmation message with a reference you can quote.
08How to raise a request
Fastest: WhatsApp +91 92051 40888 or call +91 90969 07042 (10:00–19:00 IST, Mon–Sat).
In writing: contact@kenzok.com — include your name, order date, and what went wrong. Acknowledged within 48 hours.
Escalation: unresolved requests go to our Grievance Officer (Kritika Premi, Managing Director) via the same email with subject "Grievance" — resolution within 30 days. Full matrix on the Trust & Compliance page.
09Fair use
We resolve claims on trust and photos, not interrogations — and we'd rather refund a borderline case than lose a customer. In return, we reserve the right to decline refunds where the pattern indicates abuse (repeated claims without evidence, food consumed in full then disputed). Nothing in this policy limits your rights under the Consumer Protection Act, 2019.