This policy explains when and how orders placed with HIOC can be cancelled and how refunds are handled. Because we prepare fresh food to order, timing matters — please read the cancellation windows below.
1. Cancellation by you
- Before the order is accepted: you can cancel free of charge directly from your order status page. If you paid online, you receive a full refund.
- After the order is accepted / preparation has begun: the order cannot be cancelled from the app, as we may have already started making it. Please contact the counter at +91 56279 63898; any refund in this case is at our discretion based on how far preparation has progressed.
2. Cancellation / rejection by us
If we cannot fulfil your order (for example, an item is out of stock, we are at capacity, or we are closing), we will cancel or reject it and notify you with the reason. If you paid online, you receive a full refund to your original payment method.
3. Refunds
- Refunds are issued to the original payment method via our payment gateway. Orders paid at the counter are refunded in cash at the counter where applicable.
- Once approved, online refunds are typically processed within 5–7 business days, subject to your bank/UPI provider's timelines.
- Partial refunds may apply where only part of an order could not be fulfilled or was already partly prepared; the refundable amount is determined by our manager and communicated to you.
4. Quality issues
If something is wrong with your order, please tell us at the counter at pickup or contact us the same day at +91 56279 63898 or business.highoncaff@gmail.com. We will replace the item or issue a refund where appropriate.
5. Non-refundable situations
- Orders collected and consumed without a reported issue.
- No-shows where the order was prepared and held for pickup.
- Change of mind after preparation has begun.
6. How to request a refund
Contact us with your order number (shown on your confirmation, e.g. HIOC-00XXXX) at business.highoncaff@gmail.com or +91 56279 63898. We aim to respond within 2 business days.