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Cancellation policy

Food Ordering, Cancelation & Refund Policy

Last updated on March 31, 2025

Thank you for using Khanawale. These Terms of Service (the "Terms") explain your rights and responsibilities when using the Khanawale website at www.Khanawale.com (the "Site") and any related mobile apps or software (together, the "Khanawale Platform"), including services like browsing information now or in the future.

These Terms apply to all Khanawale users, including those managing restaurant listings on the "restaurant business page."

Please read these Terms carefully. By using the Khanawale Platform, you agree to follow these Terms and enter into a legal agreement with Khanawale (NK E-COM (OPC) PVT LTD). If you don’t agree to the Terms, you cannot use the services. Your use of the Khanawale Platform is at your own risk, including the chance of seeing inappropriate or unwanted content.

To use the Services, you must agree to these Terms. You can agree by:

• Clicking to accept the Terms when prompted by Khanawale, or

• Using the Services, which will be considered as agreeing to the Terms.

1. Food Ordering and Delivery:

  1. Khanawale provides food ordering and delivery by working with restaurant partners ("Restaurant Partners") and stores ("Stores"). These partners list their menu items for customers to order and receive via the Khanawale Platform.
  2. Customers can browse the available food items on the KhanawalePlatform and place orders with Restaurant Partners/Stores through the platform.
  3. When you order food or products, you are giving Khanawale permission to place the order with the Restaurant Partner or Store on your behalf.
  4. Your order may be delivered by the Restaurant Partner, the Store, or a third-party delivery service ("Delivery Partner"). Khanawale connects you to these partners but does not handle delivery directly.
  5. Khanawale is not responsible for any delivery-related issues, such as delays, wrong deliveries, or damaged items.
  6. Orders may be grouped with other customers’ orders to streamline delivery.
  7. You may need to pay a delivery fee, which can vary based on factors like distance and order value. Khanawale will inform you of the delivery fee, but you are responsible for paying it.
  8. In addition to the delivery fee, there might be extra charges based on factors like demand or weather conditions ("Delivery Surge"). Khanawalecan collect this fee on behalf of the partners.
  9. Khanawale will provide you with order documents, such as invoices, as required by law.
  10. You should treat Delivery Partners with respect and avoid discrimination or harassment of any kind.

2. Food Ordering and Delivery with Restaurant Partners:

  1. Prices for food items are set by the Restaurant Partner and displayed on the platform. If there’s a price difference between what’s shown on the platform and the final charge, the Restaurant Partner’s price will apply, except for delivery fees.
  2. Some orders may have an "On-Time Guarantee." If your order is late, you may be eligible for a discount coupon, subject to certain conditions. This guarantee does not apply in cases of unforeseen delays.
  3. Khanawale Gold: Customers who are members of Khanawale Gold can receive discounts from participating restaurant partners for home delivery.
  4. Gift Orders: You can send food as a gift to someone else. You’ll need to provide the recipient’s contact details and get their consent for sharing this information. Any issues with the gift order will be handled through you.
  5. Order Deletion: If you delete an order from the platform, it will be removed from your order history, but Khanawale may still retain records as per its privacy policy.
  6. On-Time Delivery: Some orders may be eligible for an "On-Time Delivery" guarantee. If your order is delayed, you could receive a coupon, but this does not apply in cases of unforeseen delays.

3. General Terms:

  1. Khanawale is not a food manufacturer or seller. It simply connects customers with Restaurant Partners/Stores and facilitates the sale of food.
  2. Khanawale is not responsible for issues with the quality, pricing, or delivery of food and products by the Restaurant Partners or Stores.
  3. Restaurant Partners/Stores are responsible for any product warranties or guarantees.
  4. For customers in India, the responsibility for any violations of rules regarding food products rests with the manufacturers or sellers, not Khanawale.
  5. Khanawale is not liable if the food you order does not meet your dietary needs or restrictions.
  6. When placing an order, you must provide accurate details, such as your contact number and address.
  7. You or anyone instructed by you cannot resell food ordered through Khanawale.
  8. The total price of your order, including any delivery charges, will be shown on the platform. You must pay this amount in full.
  9. Any extra charges will include applicable taxes.
  10. Delivery times are estimates and may vary.
  11. You can only use personal promo codes as per the terms set by Khanawale.

4. Cancellation and Refund Policy: 

  1. If you cancel an order or provide incorrect details, you may be charged a cancellation fee. 
  2. If Khanawalecancels your order, you won’t be charged a cancellation fee, and you’ll receive a refund if applicable.
  3. You will need to provide proof if you want a refund for issues like wrong orders or poor quality.
  4. You are not entitled to a refund if your instructions for the order are not followed as requested.
  5. Refunds will be processed to the original payment method within 7 Days, but if given as credits, they may follow different terms.

 

Khanawale Payment: Terms for Users in India

If you're using Khanawale Pay in cities where it's available, the following terms apply to you:

1. Making Payments: 

You can pay your bill (the "Bill Amount") on the Khanawale Platform using any payment method available in the 'Payment' section. The "Bill Amount" includes the total charges (taxes, service charge, etc.) for food and drinks at restaurants partnered with Gateway, excluding tips.

2. Payment Confirmation:
After you pay , you'll need to show your payment confirmation at the restaurant.

3. Khanawale Pay Benefits:
When you pay via Khanawale Pay, you may get special benefits, including:

  • Instant discounts on your Bill Amount.
  • Offers from bank partners (if applicable).
  • Scratch card offers with cashback in the form of Khanawale Credits (if the final amount is INR 50 or more).

4. Payment Methods:
You can pay by scanning the Khanawale QR code at the restaurant or by searching for the restaurant on the Khanawale Platform and selecting Khanawale Pay as your payment option.

5. Additional Charges:
You are responsible for paying the restaurant for all other items not included in the Bill Amount.

6. Scratch Cards & Khanawale Credits:
To receive Khanawale Credits, you need to scratch a card. The credits must be used before they expire (expiration details will be on the scratch card).

7. Eligibility for Benefits:
You must make a successful payment to receive Khanawale Pay Benefits.

8. Restaurant Rules:
You need to be at the restaurant when using Khanawale Pay.

9. Combining Offers:
Khanawale Pay Benefits cannot be combined with ongoing offers at the restaurant.

10. Employee Restrictions:
You cannot use Khanawale Pay for dine-in if you're an employee at the restaurant.

11. Suspension or Termination:
Khanawale can suspend or terminate your access to Khanawale Pay Benefits if you violate the terms, engage in fraudulent activities, or break the law.

12. General Terms:
Khanawale can modify or cancel Khanawale Pay Benefits and Terms at any time. These Terms do not affect other agreements you may have with Khanawale.

13. Contact Information:
For help or queries, contact us via chat support.

 

If you're a customer in India, please note that we follow The Information Technology Act, 2000, and The Consumer Protection Act, 2019. The details for filing complaints, including the contact information for the Grievance Officer and Nodal Officer, are shared above.

Also, Khanawale will never ask for sensitive information like OTP, CVV, PIN, or card numbers through phone, email, or any other method. Don’t share these details with anyone pretending to be from Khanawale. If you see anything suspicious, please email us at order@Khanawale.com.