Refund Policy

1. Overview

At Carlos Hospitality, we want you to be satisfied with every order. This policy explains when and how refunds are issued for orders placed and paid for through our platform.

2. Eligibility for Refunds

Refunds may be issued in the following circumstances:

• An order was successfully cancelled as per our Cancellation Policy
• An item was missing, incorrect, or significantly different from what was ordered
• The order was not delivered due to a fault on our end
• A duplicate or failed payment was captured by mistake
• Food quality or safety issues reported and verified at the time of delivery

3. Non-Refundable Situations

• Change of mind after food preparation has begun
• Delays caused by incorrect delivery details provided by the customer
• Orders collected/received but not reported as an issue within a reasonable time

4. How to Request a Refund

Contact us through our Contact page with your order number and a description of the issue, ideally within 24 hours of the order. Our support team will review the request and confirm eligibility.

5. Refund Processing

Approved refunds are issued to the original payment method used at checkout via our payment partner, Razorpay. Refunds typically reflect in your account within 5-7 business days, depending on your bank or card issuer.

6. Contact Information

If you have any questions about this Refund Policy, please contact us: