REFUND AND CANCELLATION POLICY
Last Updated: February 02, 2026
1. GENERAL PRINCIPLE
At Neyy, we strive to ensure that you receive fresh, authentic, and high-quality food. However, we recognize that issues may sometimes occur. This policy outlines the circumstances under which cancellations and refunds are allowed.
2. CANCELLATIONS
A. Cancellation by Customer:
Before Acceptance: You may cancel your order for a full refund only if the Vendor (Chef) has not yet accepted your order.
After Acceptance: Once the Vendor has accepted the order and started food preparation, cancellations are not permitted. This is to prevent food wastage and loss to our Home Chefs.
Wrong Details: If you provided an incorrect address or phone number and the Delivery Partner cannot reach you, the order will be cancelled, and no refund will be provided.
B. Cancellation by Neyy or Vendor:
We reserve the right to cancel your order in the following cases:
The Vendor is unable to fulfill the order due to ingredient unavailability.
The Delivery Partner is unavailable for your specific location.
Technical errors or payment failures.
In these specific cases, you will receive a 100% refund.
3. ELIGIBILITY FOR REFUNDS
Refunds are not automatic. They are granted only under specific conditions after verification.
A. We WILL Refund If:
Missing Items: You paid for an item but it was not in the package. (Partial refund for that item).
Wrong Item: You received a different dish than what you ordered.
Damaged/Spilled Food: The packaging was severely tampered with or spilled during transit (Photo proof required).
Quality Issues: Use of expired ingredients or finding a foreign object in the food (Photo proof required).
B. We Will NOT Refund If:
Taste/Preference: You did not like the taste, spice level, or texture of the food. Taste is subjective, and our Home Chefs cook according to their own authentic recipes.
Late Delivery: Minor delays due to traffic, weather, or high demand.
Customer Error: You chose the wrong item or wrong delivery address.
4. REFUND PROCESS
Reporting: You must report the issue via the App Support or Chat within 2 hours of delivery. Complaints raised after this window may not be considered.
Verification: We may request photos of the food/packaging to verify your claim.
Decision: Neyy’s decision on refunds shall be final and binding.
5. REFUND TIMELINE & METHOD
Source Account: If approved, refunds will be processed to your original payment method (Bank/UPI/Card) within 5-7 business days, depending on your bank’s processing time.
Wallet: Alternatively, we may offer an instant refund to your Neyy Wallet, which can be used for future orders immediately.
6. CONTACT US
If you have an issue with your order, please reach out immediately:
Email: admin@neyy.in
In-App Chat: Go to "Orders" > "Help"