Cancellation and Refund Policy

This policy explains when an order placed through Entice can be cancelled and how refunds work. Entice is operated by TO FILL: legal business name exactly as on the Razorpay KYC ("Entice", "we", "us").

1. Cancelling an order

• Before the store accepts it: you can cancel from the order screen in the app at no cost, and any amount paid is refunded in full.
• After the store accepts it: food is being cooked and meat cut for you, so the order generally cannot be cancelled. If you still need to cancel, contact us; where the store has not started preparing it we will cancel it and refund you in full.
• If the store or Entice cancels: for example because an item is out of stock, the store is closed or no delivery partner is available, you get a full refund of what you paid.

2. Problems with your order

Tell us from the order in the app, or by email, if:

• an item is missing, or you received the wrong item;
• food or meat arrived damaged, spilled or unsafe to eat;
• meat is not fresh, or its weight is noticeably less than the net weight you paid for.

Please report it within 24 hours of delivery and, where you can, attach a photo of the item and its packaging. We review every report and, where it is upheld, refund the affected items (and the delivery fee where the whole order is affected), or redeliver them if you prefer and the store can.

For food safety reasons we cannot take back food or meat once delivered, and we do not refund for a change of mind or for taste preferences.

3. How refunds are paid

We confirm every refund by SMS or email with the amount and a reference you can show your bank.

4. Questions

Write to TO FILL: support email address or call TO FILL: support phone number (9 am to 11 pm, every day), with your order number.