Refund & Cancellation Policy
At Pizzeria da Café, we take immense pride in crafting authentic wood-fired pizzas and artisan coffee. If your experience isn't perfect, we are committed to making it right.
1 Order Cancellation Policy
Because our pizzas are stretched fresh to order and fired in a high-temperature wood oven, kitchen timing is vital:
Cancellations requested before kitchen preparation starts (typically within 2–3 minutes of order submission) are eligible for a 100% full refund.
Once dough stretching, sauce layering, or cooking has commenced, orders cannot be cancelled for a monetary refund as food ingredients are committed.
2 Eligible Refund & Resolution Scenarios
We issue replacements, store credits, or full refunds under the following verified circumstances:
Missing or Incorrect Items
If an item is missing from your order or the wrong food item was delivered, we will immediately send out the correct replacement or issue a full refund for that item.
Quality or Spoilage Issues
If food quality does not meet our standards or arrives damaged in transit, please notify us within 30 minutes of receiving your order with photos. We will provide an immediate replacement or full refund.
Duplicate Payment / Technical Error
If your bank account was debited twice due to a network glitch or payment gateway timeout, the extra amount will be refunded 100% upon transaction verification.
3 Refund Processing Methods & Kotak PG SLA Timelines
Approved refunds are initiated immediately by our finance team and processed electronically:
Refunded directly back to original bank source account via Kotak Gateway.
Wallet balance or discount voucher for next visit.
Cash refund at café counter or instant UPI transfer.
* Note: Bank refund processing times depend on issuer bank clearing cycles. Once initiated by Kotak Mahindra Bank PG, funds typically reflect within 5–7 working days.
4 Non-Refundable Circumstances
- Orders where incorrect delivery address or contact number was submitted by the customer.
- Customer unreachable by delivery executive after multiple phone calls and waiting past 10 minutes at delivery destination.
- Requests submitted after 2 hours of order delivery/pickup.
- Taste preference differences where food was prepared exactly as listed on the standard menu.
How to Submit a Refund Claim
Our support team is available during café hours (1:30 PM to 11:30 PM daily) to resolve issues swiftly: