Cancellation and Refund Policy

Effective date & last updated: 1 August 2026.

For these policies, “Mahabelly”, “we”, “us” or “our” refers to Fenn & Jacob Associates LLP, which operates Mahabelly and Mahabelly Canteen outlets and the websites www.mahabelly.com, www.mahabelly.shop and www.mahabelly.co.

This policy applies to orders placed directly through Mahabelly’s website. Orders placed through third-party platforms are additionally subject to the cancellation and refund policies of those platforms.

1. Customer Cancellations

You may request cancellation immediately after placing an order. Cancellation will ordinarily be permitted only if the request is received within 60 seconds of placing the order, or the outlet has not accepted the order or started preparation, whichever occurs earlier.

As food is prepared specifically for each order, cancellation may not be possible after preparation has started.

To request cancellation, call +91 9017906907 immediately and provide your order number.

2. Cancellation by Mahabelly

We may cancel an order because of:

• Item unavailability;
• Inability to service the delivery location;
• Payment or verification failure;
• Pricing or system error;
• Suspected fraud or misuse; or
• Circumstances beyond our reasonable control.

Where payment has been received, the applicable amount will be refunded.

3. Refund or Replacement Eligibility

Please contact us promptly where:

• The order was not delivered;
• An item is missing or materially different from what was ordered;
• The food or packaging is damaged, spilled or unsuitable for consumption;
• The order is substantially delayed and has not been accepted by you;
• You have been charged more than once; or
• Payment was deducted but no valid order was generated.

Depending on the circumstances, we may offer a replacement, partial refund, full refund, account credit or another appropriate resolution.

4. Reporting an Issue

Please report order-related issues within 30 minutes of delivery, wherever reasonably possible.

We may request your order number, photographs, packaging details or other reasonable information necessary to investigate the complaint.

Failure to provide photographs will not automatically invalidate a genuine complaint where the issue can otherwise be verified.

Food-safety concerns should be reported immediately.

5. Non-Refundable Situations

A refund may not be available where:

• The order was delivered correctly and as described;
• Delivery failed because the address or contact information was incorrect;
• The customer was unavailable despite reasonable delivery attempts;
• Dissatisfaction relates solely to personal taste or spice preference;
• The request is made after an unreasonable delay without supporting information; or
• The order was misused, tampered with or partly consumed before an unrelated complaint was raised.

This does not restrict any statutory consumer right or remedy.

6. Refund Processing

Once approved, we will initiate the refund within 24 to 48 hours.

The amount will ordinarily be returned to the original payment method.

Banks and payment providers may take approximately 5 to 7 working days, or such other period prescribed by them, to reflect the refund.

Cash-on-delivery refunds, where applicable, may be processed through bank transfer, UPI, store credit or another agreed method.

Delivery, packaging or convenience charges may be refunded where the order was cancelled by us, not delivered, or materially defective; otherwise, such charges may be non-refundable.

7. Contact

Email: connect@mahabelly.com

Phone: +91 9017906907