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Shipping policy

Food Ordering & 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. BOOK SERVICE/TABLE RESERVATIONS:

1. Booking a Table:
You can book a table through the Khanawale platform or app. Your booking will be confirmed by email or SMS after the restaurant accepts it. You need to give correct details, and by booking, you agree to Khanawale’s rules and privacy policy. You also agree not to book more than one table per mealtime.

2. Booking Fees:
Khanawale may charge a fee for booking, which the restaurant will subtract from your bill. You’ll still need to pay the remaining amount and any extra charges or taxes. If the fee changes after you pay, the amount you paid will stay the same. You may need to show the payment method at the restaurant.

3. Changes and Cancellations:
If you want to change your booking, the restaurant must agree. If there’s no booking fee, you can cancel up to 30 minutes before. If you’ve paid a fee, you must cancel 24 hours before to get a refund. If you cancel later, you may not get your fee back. Refunds are processed in 7 working days.

4. Late Arrivals:
Please arrive 10 minutes early. If you’re late, the restaurant may cancel your booking. Khanawale is not responsible if this happens. If you’re more than 10 minutes late or don’t show up, you won’t get a refund.

5. Disputes:
If there’s a problem with your booking, contact Khanawale within 30 minutes. We’ll try to solve it and may offer a refund at our discretion.

6. Personal Information:
You’ll need to give your name, phone number, and email to book a table. Khanawale will share this information with the restaurant to confirm your booking. Khanawale is not responsible for how the restaurant uses your information.

7. Special Requests:
If you have special requests, Khanawale will send them to the restaurant. It’s the restaurant’s job to fulfill them, and Khanawale is not responsible if they don’t.

8. Call Recording:
Khanawale may contact you by phone, SMS, or email about your booking. Calls may be recorded for training purposes.

9. Limited Responsibility:
Khanawale connects you with the restaurant. We’re not responsible for your experience there, such as the service or food quality, or if the restaurant doesn’t keep your booking.

10. Contact Us:
For any questions, email bookings@Khanawale.com or call:

 

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.