Last updated: 12 June 2026
We want you to enjoy every meal. This policy explains how pausing, skipping, plan changes, cancellations, recurring payments, and refunds work for SpoonWell subscriptions. All amounts are in Indian Rupees (₹, INR). Because our meals are freshly prepared, perishable food, some standard return rules do not apply — please read sections 6 and 7.
On an active subscription you can pause your plan or skip individual meals from your dashboard (or by contacting us) before the cut-off — 9:30 PM the previous night for lunch, and 12:00 PM the same day for dinner. Paused/skipped meals are not lost: they roll over and extend your subscription by the same number of meals. Changes requested after the cut-off apply from the next eligible delivery, as that day's food is already being prepared.
You can change your plan from your dashboard through a guarded confirmation step. Plan changes take effect from your next delivery cycle, not retroactively. Where a price difference applies, it is adjusted on the next billing cycle.
You can cancel anytime from your dashboard or by contacting us. Meals already delivered are not refundable, but any unused, paid-for meals remaining in your current cycle are eligible for a pro-rata refund or account credit (your choice), calculated as the paid amount minus the value of meals already delivered and any add-ons consumed.
If you set up a recurring UPI AutoPay or similar mandate, you will be charged automatically at the start of each cycle. You can cancel the mandate at any time from your dashboard or your UPI/bank app; cancellation stops future charges. To avoid being charged for the next cycle, cancel before that cycle's billing date. Any amount already charged for an unused portion of the current cycle is handled per section 3.
If a payment fails, your subscription will not start (or will pause) until a successful payment is received. If you are charged but the subscription does not activate, or you are charged twice for the same order, contact us — we will verify with our payment partner and refund any duplicate or erroneous charge in full.
If a meal doesn't meet our standards (e.g. spoiled, wrong item, or quality problem) or a paid meal isn't delivered, tell us the same day — with a photo where relevant — via WhatsApp, phone, or email below. After verification we will replace the meal or refund that meal, at your choice.
As our meals are perishable, freshly cooked food, they cannot be returned or exchanged once delivered, and delivered meals are non-refundable except for a genuine quality issue reported the same day (section 6). Add-ons follow the same rules as the meals they're attached to. Meals missed because the recipient was unavailable or the address was incorrect (see our Delivery Policy) are not refundable.
Approved refunds are returned to your original payment method through our payment partner (Zoho Payments), typically within 5–7 business days (the exact time depends on your bank/UPI provider). Where you prefer, we can instead add the amount as SpoonWell account credit immediately. We will confirm once a refund is initiated.
Use your account dashboard, or contact us — we respond 9 AM–9 PM, all week:
📞 / WhatsApp: +91 63096 99411 · ✉️ contact@spoonwell.in
If your refund or cancellation concern isn't resolved, escalate to our Grievance Officer:
Ashmit Parandkar · ✉️ contact@spoonwell.in · 📞 +91 63096 99411 · Kokapet, Hyderabad, Telangana 500075. We acknowledge within 48 hours and aim to resolve within 30 days.