Cancellation & Refund Policy

• Prepared food can be cancelled until our kitchen accepts the order. It cannot be returned, but we will refund or replace it if it is wrong, damaged or not up to standard and you tell us in time.
• Packaged food and merchandise can be returned if damaged, defective or wrong.
• Event and workshop bookings can be cancelled under the rules below, and are refunded in full if we cancel.
• Refunds go back to the original payment method through Razorpay, in 5 to 7 working days. We charge no cancellation or refund fees.

Because it is perishable and made to order, you can cancel prepared food only until the kitchen accepts your order. Once accepted it cannot be cancelled or returned. Until then you can cancel it yourself with the Cancel order button on your order page, and we refund it in full. If the button is no longer shown, our kitchen has started on it.

Wrong, damaged, spoiled or unsatisfactory items. Tell us within 4 hours of delivery or pickup, with a clear photo of the item (and the packaging where relevant), by writing to soratradesprivatelimited@gmail.com or calling +91 95000 35764. If we accept the claim we will refund the affected items, or replace them where you prefer. Please do not consume food you believe is unsafe.

We cannot accept claims based on personal taste alone, on delay caused by an incorrect or unreachable address, or where nobody was available to receive the order.

• Before dispatch: you can cancel it yourself with the Cancel order button on your order page, and we refund it in full. Once the courier has collected the parcel it can no longer be cancelled, but it can be returned as below.
• Damaged, defective or wrong item: report it within 7 days of delivery for merchandise, damaged or wrong items only (within 2 days for packaged food), with photos of the item, the packaging and the shipping label. We will arrange a pickup or replacement, or refund once the claim is verified.
• Items must be unused, unopened (for food) and in original packaging. We do not accept returns of opened packaged food or of items damaged after delivery.
• We cover return shipping when the fault is ours. For any other return you agreed with us, the customer bears the return cost.
• Exchange for a different size or variant is subject to stock; ask us and we will confirm.

Events are not shipped; a booking is a reservation of places on one sitting.

• Unpaid holds. While you check out we hold your places for 15 minutes. If payment is not completed the hold is released automatically and nothing is charged.
• Event full. If the last places were taken by paid bookings before your payment could be confirmed, your payment is refunded automatically and you are told on screen.
• Cancelled by us. If we cancel or cannot run a sitting, every booking for it is refunded in full.
• Cancelled by you. Contact us by writing to soratradesprivatelimited@gmail.com or calling +91 95000 35764 with your booking details. Requests received at least 48 hours before the event starts are refunded in full; later requests, and no-shows, are not refundable but we will try to offer a place on a future sitting where we can.

Cancellations by you are handled by our team; there is no automatic self-service cancellation on the site yet.

• Refunds are issued by our team to the original payment method (card, UPI, netbanking or wallet) through Razorpay. We cannot refund to a different account or in cash.
• Once a refund is issued, banks typically take 5 to 7 working days to show it. It can be longer for some banks or cards.
• We refund the item price and the GST on it. Delivery charges are refunded when the return is due to our error, or when we cancel the entire order.
• Refunds can be full or partial (for example one damaged item in a larger order). Loyalty points earned on a fully refunded order are reversed.
• Loyalty points are worth ₹1 each and expire after 12 months.
• Cash on delivery is not offered, so no cash refunds apply.

Contact us by writing to soratradesprivatelimited@gmail.com or calling +91 95000 35764 with your order number. If you are not happy with the outcome, use our grievance process: we acknowledge within 48 hours and resolve within 30 days.

This policy does not take away any right you have under the Consumer Protection Act, 2019.