Refund & Cancellation Policy

Cakesify is a technology service provider. Cakesify does not prepare, pack, or deliver food products, and is not the seller or owner of any food product listed on a Seller Storefront. The contract for the sale of any product is between the Seller and the Buyer.

Cancellations and refunds are handled in accordance with this Policy, the Seller's terms, payment gateway rules, and Applicable Law. Cakesify may facilitate or initiate refunds through the payment gateway in the circumstances described below.

• All orders are subject to Seller acceptance. An order is confirmed only after the Seller accepts it.
• A Seller has up to twenty-four (24) hours from order placement to accept or decline an order, unless a shorter period is indicated.
• If the Seller declines the order, or does not accept it within this period, the order is cancelled and any amount paid is refunded.

• Before the Seller accepts an order, a Buyer may cancel it for a full refund.
• Because products are typically freshly prepared, made to order, and perishable, an order generally cannot be cancelled once the Seller has accepted it and begun preparation. Any cancellation after acceptance is subject to the Seller's cancellation terms.
• Where a Seller agrees to a cancellation after acceptance, any refund, whether full or partial, is determined by the Seller's terms and the stage of preparation.

• A Seller may cancel an order it is unable to fulfil, including where ingredients are unavailable, the delivery location is not serviceable, or for other operational reasons.
• Where a Seller cancels a confirmed, paid order that cannot be fulfilled, the Buyer is eligible for a refund of the amount paid for that order.

• the order is not accepted or is declined by the Seller;
• a confirmed, paid order is cancelled by the Seller and cannot be fulfilled;
• the order is not delivered or made available for pickup for reasons not attributable to the Buyer;
• the product is verified as damaged in transit, defective, unsafe, or materially not as described;
• a duplicate or failed payment occurs, or a platform-level error occurs;
• a refund is otherwise required under Applicable Law.

• the Buyer changes their mind after the Seller has accepted and begun preparing the order;
• a perishable product is delivered as described and in acceptable condition;
• delivery fails due to incorrect Buyer details, Buyer unavailability, or refusal to accept, except as required under Applicable Law or the Seller's terms.

Nothing in this Policy limits any rights you have under the Consumer Protection Act, 2019 or other Applicable Law that cannot be waived or excluded.

• Food and perishable products are generally not eligible for return or exchange once delivered, except where the product is defective, unsafe, or materially not as described, or where a return or refund is required under Applicable Law.
• For food safety reasons, products generally cannot be returned to delivery personnel or refused at the point of delivery, except where the product is visibly damaged, incorrect, or not as described.

• Because many products are perishable or made to order, Buyers should inspect the order promptly at the time of delivery or pickup.
• If an order is damaged, incorrect, or not as described, the Buyer should report it to the Seller as soon as reasonably possible, preferably within 24 hours of delivery or pickup, along with supporting details such as photographs.
• Verified issues are resolved by the Seller through replacement, cancellation, or refund, as appropriate. Cakesify may facilitate or initiate the refund through the payment gateway.

• Approved refunds are processed to the original payment method through the payment gateway.
• Refund timelines depend on the payment gateway and the Buyer's bank or payment provider, and are typically completed within 5 to 7 business days after approval, though this may vary.
• Applicable taxes and any non-refundable charges disclosed at the time of order are handled in accordance with Applicable Law and the payment gateway's terms.

Delivery options, service areas, charges, timelines, and failed-delivery handling are described in our Delivery & Pickup Policy. Estimated delivery or preparation times are indicative and not guaranteed, and a delay alone does not automatically entitle a Buyer to a refund, except as required under Applicable Law or the Seller's terms.

Cakesify's role is limited to providing technology infrastructure. Reviewing, forwarding, or assisting with a refund or cancellation request does not make Cakesify the seller or admit liability for a Seller's products, preparation, packaging, delivery, or fulfilment, except to the extent that liability arises from Cakesify's own breach, platform error, wilful misconduct, gross negligence, or obligations that cannot be excluded under Applicable Law.

Cakesify is not liable for any delay or failure caused by events beyond its reasonable control, including natural disasters, pandemics, government restrictions, strikes, third-party infrastructure outages, payment gateway outages, internet failures, or other events beyond reasonable control.

For refund or cancellation concerns, Buyers should first contact the relevant Seller. You may also contact us using the details below. Our Grievance Officer will acknowledge consumer complaints within 48 hours and endeavour to resolve them within one month, as applicable under the Consumer Protection (E-Commerce) Rules, 2020. Nothing here restricts a Buyer's right to approach the appropriate Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019.

This Policy is governed by the laws of India. Subject to a Buyer's rights under applicable consumer protection law, the courts at Wayanad, Kerala, shall have jurisdiction.