Refund & Cancellation Policy

Last updated: 13 September 2026

Tulsi Foods is a small, family-run pure-veg restaurant in Mylapore, Chennai. We take orders directly by WhatsApp and through our online ordering page. This policy explains how cancellations and refunds work for orders placed with us.

1. Cancellation

Before we start cooking — you can cancel an order free of charge at any time before the kitchen begins preparing it, whether you paid by Cash on Delivery or UPI.
After we start cooking — once preparation has begun, the order can no longer be cancelled. Please call or message us as early as possible if you need to cancel.
How to cancel — message us on WhatsApp (+91 99400 62840) or call us (+91 99406 21800) and quote your order number.
If the restaurant itself is unable to accept or complete an order (for example, an item is unavailable or we cannot deliver to your area), we will cancel it promptly and you will not be charged.

2. Refunds

Refunds apply only to orders already paid for by UPI. Cash on Delivery orders are not charged until delivery, so there is nothing to refund on cancellation.

Cancelled by you before preparation — we refund the full amount (including any delivery fee) to your original payment method.
Cancelled by us — if we cancel an order, the full amount is refunded to your original payment method.
Wrong, missing, or unsatisfactory items — if you receive an incorrect or missing dish, or the quality is not what we promise, tell us within 2 hours of delivery (or pickup) at +91 99400 62840, and please share a photo of the dish when you do. We will either replace the item on your next order or refund the value of the affected items. If your entire order was affected, we will arrange a replacement or a full refund.
Timing — we start the refund within 1 working day of the cancellation being confirmed. UPI refunds are usually credited within 3–5 working days; how quickly it appears depends on your bank.
Fair use — this policy exists to fix genuine mistakes, not to substitute for payment. Repeated claims of missing or incorrect items may be checked against our order and preparation records before any refund is issued, and we may ask for a photo. We may decline refunds we reasonably believe are fraudulent or abusive.

3. Delivery matters (not refunds)

Address correction — caught early enough, you can update a delivery address yourself through your order link, or tell us on WhatsApp before the rider is assigned.
Late delivery — we do not auto-refund for lateness, but we care about it: tell us and we will make it right, most often on your next order.
Wrong location — if a delivery is attempted at an incorrect or unreachable address, re-dispatch attempts may incur the courier's charges, which are not covered by this policy.

4. How to raise a request

Message us on WhatsApp (+91 99400 62840) or call (+91 99406 21800). Please have your order number ready and, for quality issues, a photo if possible. We normally respond on the same day during opening hours (Mon–Sat 9 AM–9 PM, Sun 11 AM–9 PM).