Nepali Tales
Order Management & Refunds•Nepali Tales

Cancellation & Refund Policy

Effective Date: October 2026•Last Updated: October 2026•Transparent Culinary Protocol

At Nepali Tales, our food is handcrafted fresh from scratch every morning and steamed to order. Because our culinary artisans commit fresh ingredients and custom preparations immediately upon order confirmation, we enforce a transparent, fair cancellation window and refund protocol.

Full Refund Guarantee

Rule 1: Cancellation Within the Order Window (100% Refund)

Customers may cancel their order freely within the designated Order Window immediately following order placement, prior to our kitchen staff initiating dough rolling, filling assembly, or steaming.

If an order is cancelled within the valid order window, the customer will receive an immediate, full 100% refund of the food amount paid. Refunds are processed and credited to your original payment source within 3–5 working days.

Rule 2: Cancellation After the Order Window Has Closed

Once the order window has closed, the order enters active preparation in the kitchen. At this stage, self-serve automated cancellation on the website is locked and unavailable.

How to Request Cancellation After the Window Closes:

You must immediately contact the kitchen directly via phone call or WhatsApp at +91 76780 97659.

WhatsApp Direct Link: Chat with Nepali Tales Kitchen (+91 76780 97659)

Kitchen Discretionary Refund Decision:

The kitchen management will evaluate the request and determine the refund percentage (if any). Because handcrafted artisanal momo, traditional jhol broths, and specialty chilli oil incur immediate raw material costs and manual preparation for that specific selective order, refunds for post-window cancellations are assessed based on the stage of preparation:

  • If raw materials are already shaped, wrapped, or cooked for your order, the cost of raw materials and handling will be deducted.
  • If the order is already packed or ready for courier pickup, no refund will be granted.
  • The final decision on discretionary refund value rests solely with the kitchen manager.

3. Non-Cancellable Scenarios

Under the following conditions, an order is strictly ineligible for cancellation or refund:

  • Dispatched Orders: Once a third-party delivery courier (Borzo / Porter rider) has picked up the order from our premises, the order cannot be cancelled or recalled.
  • Customer Unavailability: If the courier rider reaches the delivery location and is unable to reach the customer via phone or doorbell after multiple attempts.
  • Incorrect Delivery Address: If an incorrect, incomplete, or unreachable address was provided during order placement.
  • Change of Mind Post-Delivery: Freshly prepared food items cannot be returned or refunded once received.

4. Damaged, Incorrect, or Missing Items

In the rare event that you receive an incorrect item, missing dishes, or packaging damaged during courier transit:

  1. Please notify our kitchen desk within 30 minutes of package receipt.
  2. Send clear photographs of the delivered package, food items, and receipt to our kitchen WhatsApp at +91 76780 97659.
  3. Upon prompt review, our kitchen team will offer either an immediate replacement preparation or an appropriate refund for the affected item (credited within 3–5 working days).

5. Refund Disbursement Timelines (3–5 Working Days)

All approved refunds are initiated through our payment gateway to the original payment method (UPI, Net Banking, Credit/Debit Card) used at checkout and will be refunded within 3 to 5 working days:

  • Standard Refund SLA: All approved refunds are processed and credited back to the customer's source account within 3 to 5 working days.
  • UPI Refunds: Usually processed immediately by the gateway and typically reflected in your bank account within 24 to 48 hours (maximum 3–5 working days).
  • Credit / Debit Cards & Net Banking: Credited within 3 to 5 working days, subject to your issuing bank's settlement cycle.

Note: As stated in our Delivery Policy, delivery charges paid directly to third-party courier riders in cash are strictly non-refundable by Nepali Tales.

6. Need Assistance with Your Order?

To report urgent issues or request order cancellation, reach our kitchen directly:

Dedicated Kitchen Helpline: +91 76780 97659 (Call & WhatsApp)

Customer Support: +91 76780 97659

Kitchen Operating Hours: 11:00 AM – 11:00 PM (All 7 Days)

Kitchen Address: Metropolis Rivera, Shop No 10, Kasarvadavali, Opp to Laxmi Narayan Mandir, Thane West, 400615