Food Order Refund & Complaint Policy

1. Restaurant Responsibility

Any issues related to the following are the sole responsibility of the respective restaurant partner:

• • Spoiled or stale food
• • Unpleasant smell or taste
• • Food contamination
• • Incorrect food preparation
• • Poor food quality
• • Missing food items packed by the restaurant
• • Packaging defects originating from the restaurant

Kafalmart acts solely as a delivery and technology platform and shall not be held liable for food quality, preparation standards, ingredients, or restaurant-related deficiencies.

2. Complaint Submission Process

Complaints must be submitted within a reasonable time after delivery through the designated complaint form.

The complaint must include:

• • Order details
• • Clear photographs of the food item(s)
• • Photographs of the packaging (if applicable)
• • A detailed description of the issue
• • Any additional evidence requested by our support team

3. Investigation & Resolution

1. 1. Kafalmart reviews the submitted information.
2. 2. Customers may be contacted for clarification.
3. 3. The complaint is forwarded to the restaurant partner.
4. 4. A final decision is made based on available evidence.

Resolution timelines may vary depending on the complexity of the issue and the response time of the restaurant partner.

4. Refund Eligibility

Refunds, whether full or partial, are issued only after verification and approval by the concerned restaurant partner.

Once approved, Kafalmart will process the refund through the original payment method or any other method deemed appropriate.

Kafalmart maintains a zero-tolerance policy toward fraudulent refund requests.

Fraudulent activities include:

• • False statements
• • Fabricated complaints
• • Manipulated evidence
• • Edited or AI-generated images or videos
• • Misrepresentation of facts
• • Intentional misuse of the complaint process

Kafalmart reserves the right to:

• • Reject refund requests
• • Suspend or permanently block customer accounts
• • Recover wrongfully obtained refunds
• • Initiate legal proceedings under applicable Indian laws

6. Limitation of Liability

Kafalmart serves only as an intermediary delivery platform.

To the maximum extent permitted by law, Kafalmart shall not be liable for:

• • Food quality issues
• • Food safety concerns
• • Restaurant preparation errors
• • Ingredient-related disputes
• • Restaurant hygiene standards
• • Health reactions arising from food consumption

Such matters remain solely the responsibility of the respective restaurant partner.