REFUND & RETURNS POLICY

2.1 Non-Delivery

Conditions:

• Order marked "Delivered" but you did not receive it
• Delivery person unable to locate address after genuine attempts
• Order lost or stolen by delivery personnel (rare, investigated thoroughly)

Verification Requirements:

• Photo of delivery location showing no food was left
• CCTV footage (if available)
• Police complaint (for high-value orders above ₹1000)

Refund Processing: 7-10 business days to original payment method

2.2 Wrong Item Delivered

Conditions:

• You received a completely different item than ordered (e.g., ordered Chicken Biryani, received Paneer Tikka)
• Missing items from your order (quantity mismatch)

Verification Requirements:

• MANDATORY: Clear photo of the incorrect item with order receipt visible
• Photo must be taken within 15 minutes of delivery
• Packaging must be intact and unopened (for full refund)

Resolution Options:

• Replacement: We send the correct item free of charge (preferred option)
• Refund: Full refund of the incorrect item's price
• Store Credit: 120% of item value as wallet credit (instant, most convenient)

Processing Time: Replacement within 45 minutes during operational hours; refunds within 7 days

2.3 Spoiled or Contaminated Food

Conditions:

• Food is visibly moldy, rotten, or emitting foul odor upon delivery
• Foreign objects found in food (hair, insects, metal pieces)
• Packaging is damaged or tampered with

CRITICAL VERIFICATION REQUIREMENTS:

• MANDATORY: High-resolution photo/video showing contamination
• Food sample must be retained for 48 hours for potential lab testing
• If food illness is claimed, medical certificate from a licensed doctor is MANDATORY
• For severe illness requiring hospitalization, hospital admission records and stool/blood test reports must be submitted

Investigation Process:

• Food Safety Officer inspects kitchen records for that batch
• Independent lab testing (cost borne by us if contamination confirmed, by you if false claim)
• FSSAI incident report filed if contamination is verified

Resolution (if claim verified):

• Full refund processed by Sailaja (the food operator)
• Any additional compensation/medical expenses are between you and the Sailaja (the food operator)
• GharSe facilitates the refund process but is NOT liable for any damages
• Sailaja (the food operator)'s FSSAI license may be suspended for violations

False Claim Penalties:

• If lab testing proves food was NOT contaminated: Permanent platform ban + lab testing cost recovery + prosecution under IPC Section 420
• Criminal prosecution under IPC Section 182 (False information to public servant)

2.4 Order Cancelled by Restaurant

Conditions:

• We cancel your order due to ingredient unavailability
• Kitchen capacity overload (rare, but possible during peak hours)
• Delivery unavailable to your location

Compensation:

• Full refund within 3-5 business days
• ₹100 discount voucher for inconvenience

3.1 Subjective Taste Complaints

• "Food was not tasty" or "didn't like the flavor"
• "Too spicy" or "not spicy enough" (unless you specified preference in order notes)
• "Portion size was smaller than expected" (unless actual quantity mismatch)
• "Food was cold" (if delivery time was within estimate - food temperature decreases naturally during transit)

Rationale: Taste is subjective. Our recipes are standardized and receive 4.7/5 average rating from thousands of customers.

3.2 Buyer's Remorse

• "I ordered by mistake"
• "I changed my mind after delivery"
• "I ordered too much food"
• "My family didn't want this cuisine"

Solution: Use the 5-minute cancellation window BEFORE order is confirmed.

3.3 Partial Consumption

• Claiming refund after eating 50% of the food
• "Found hair after finishing half the biryani"

Rationale: If food was genuinely contaminated, you would stop eating immediately. Partial consumption indicates the issue is fabricated.

3.4 Late Reporting

• Reporting issues more than 2 hours after delivery
• Claiming food was spoiled the "next day" (food is meant for immediate consumption)

Rationale: Food safety cannot be verified after extended time. You may have improperly stored the food.

3.5 Allergic Reactions (if allergy not disclosed)

• You did not disclose allergies in your profile or order notes
• You ignored allergen warnings in menu descriptions

Rationale: You are responsible for disclosing allergies. We cannot read your mind.

3.6 Force Majeure Delays

• Delivery delayed due to heavy rain, floods, or natural disasters
• Government-imposed lockdowns or curfews
• Riots, strikes, or civil unrest

Compensation: We may offer a discount voucher as a goodwill gesture, but no refund is guaranteed.

4.1 Maximum Refunds Per Month

To prevent abuse, the following limits apply:

• Casual Users (≤5 orders/month): Maximum 2 refund requests per month
• Regular Users (6-15 orders/month): Maximum 3 refund requests per month
• Frequent Users (16+ orders/month): Maximum 5 refund requests per month

Exceeding Limits: Additional refund requests will be subject to enhanced verification including video call with customer support, ID verification, and potential account audit.

4.2 Fraud Pattern Detection (AI-Powered)

Our system automatically flags accounts exhibiting suspicious behavior:

• Serial Refund Seekers: >30% of orders result in refund requests
• Same Excuse Pattern: Repeatedly claiming "food was cold" or "item missing"
• Timing Manipulation: Always ordering 5 minutes before closing time to exploit rushed preparation
• Device/IP Fraud: Multiple accounts from same device/IP claiming refunds
• Photo Recycling: Using same spoiled food photo for multiple claims (reverse image search detection)

Consequences of Flagging:

• First Flag: Warning email + mandatory video verification for next refund
• Second Flag: Account suspended for 30 days + manual review
• Third Flag: Permanent ban + recovery of fraudulent refunds + legal notice

4.3 Blacklist for Severe Violators

The following actions result in immediate permanent blacklist:

• 5+ fraudulent refund claims verified as false
• Using fake medical certificates (we verify with hospitals)
• Threatening delivery personnel to force refunds
• Chargeback fraud (disputing payment with bank without contacting us)

Blacklist Consequences:

• All linked accounts (phone, email, address, IP) permanently banned
• Legal notice sent to registered address
• Case file prepared for police complaint under IPC Section 420
• Recovery proceedings for all fraudulent refunds + legal costs

5.1 How to Request a Refund

Step 1: Contact us immediately via:

• In-app "Report Issue" button on your order page (fastest)
• Email: refunds@gharse.app
• Phone: +91 90104 60964 (9 AM - 9 PM)

Step 2: Provide required evidence:

• Order ID
• Clear photos/videos of the issue (minimum 2 photos from different angles)
• Detailed description of the problem
• Medical certificates (if applicable)

Step 3: Await investigation (24-48 hours for standard claims, up to 7 days for illness claims requiring lab testing)

Step 4: Receive outcome notification via email and SMS

5.2 Refund Processing Time

• Wallet Credit: Instant (credited within 5 minutes of approval)
• UPI/Net Banking: 3-5 business days
• Credit/Debit Cards: 5-7 business days (bank processing time)
• Cash on Delivery (COD): Bank transfer to your registered account within 7-10 days

Note: We initiate refunds immediately upon approval. Any delays beyond stated timelines are due to your bank's processing, not ours.

7.1 Immediate Actions Required

If you experience food poisoning or illness after consuming our food:

• FIRST: Seek immediate medical attention (call ambulance: 108 or go to nearest hospital)
• SECOND: Inform us within 24 hours at foodsafety@gharse.app with subject "URGENT: Food Illness"
• THIRD: Preserve the remaining food in refrigerator (do not throw away)

7.2 Medical Documentation Required

You MUST provide the following within 48 hours:

• Doctor's Certificate: Stating diagnosis (food poisoning, gastroenteritis, etc.) and suspected cause
• Prescription: Medicines prescribed for treatment
• Lab Reports: Stool culture, blood tests (if conducted)
• Hospital Bills: For reimbursement claims
• Medical History: Pre-existing conditions (to rule out other causes)

7.3 Investigation Process

Our food safety protocol:

• Kitchen records reviewed for that specific batch
• Temperature logs checked (food must be cooked above 75°C)
• Staff health records verified (no sick leave on that day)
• Food sample sent to NABL-accredited lab for microbiological testing
• FSSAI notified if contamination confirmed

7.4 Liability and Claims

If Sailaja (the food operator)'s Fault is Confirmed:

• Full refund processed through our platform
• For medical expenses/compensation: File claim directly with Sailaja (the food operator) (we will provide their details)
• For serious cases: File consumer court complaint against Sailaja (the food operator) under Consumer Protection Act, 2019
• Sailaja (the food operator)'s FSSAI license may be suspended/cancelled

If Sailaja (the food operator)'s Fault is NOT Confirmed:

• If lab testing shows food was safe: You pay lab testing cost (₹15,000-₹25,000)
• If illness was due to pre-existing condition, other food, or viral infection: No refund