At Chickzilla, we understand that plans can change. This Refund Policy outlines our cancellation and refund process, including timelines, charges, and conditions. Please read carefully before placing an order.
Important: Order Cancellation Window
You can only cancel your order within 5 minutes of placing it. After 5 minutes, order preparation begins and cancellation may not be possible or will incur charges.
1. Cancellation Policy
1.1 Within 5 Minutes of Order Placement
- Full Refund: 100% of the order amount will be refunded
- No Charges: No cancellation or processing fees
- Instant Process: Refund initiation begins immediately
- Wallet Credit: If paid via wallet, amount is credited instantly
1.2 After 5 Minutes of Order Placement
5-Minute Window Expired
Once 5 minutes have passed, order preparation typically begins. Cancellation after this time will incur the following charges:
- Food Preparation Cost: Charges for ingredients and preparation time
- Tax Deduction: Applicable taxes on the order
- Processing Fee: Administrative cancellation fee
- Net Refund: Order total minus (Preparation Cost + Taxes + Processing Fee)
Refund Calculation Example
Order Total: ₹522.90
Preparation Cost: ₹150.00
Tax Deduction: ₹24.90
Processing Fee: ₹50.00
Net Refund: ₹522.90 - ₹150.00 - ₹24.90 - ₹50.00 = ₹298.00
1.3 Order Already Prepared/Dispatched
- Cannot Cancel: Once food is prepared and dispatched, cancellation is not possible
- Delivery Fee: Full delivery fee applies
- Refund Not Available: No refund for prepared orders
- Exception: If the order is damaged or incorrect, see Section 3
2. Refund Process Timeline
Refund Processing Timeline
Wallet Refunds
If you paid using your Chickzilla Wallet, the refund is processed instantly to your wallet balance. No bank processing time required.
3. Refund Eligibility Conditions
3.1 Eligible for Full Refund
- Within 5 Minutes: Cancellation within 5 minutes of order placement
- Order Not Accepted: Restaurant has not accepted the order
- Technical Error: Payment was processed but order failed
- Duplicate Order: Accidental duplicate order (within 5 minutes)
- Restaurant Cancellation: Restaurant cancels the order
3.2 Eligible for Partial Refund
- After 5 Minutes: Cancellation after 5 minutes (charges apply)
- Wrong Items: Received incorrect items (partial refund for missing/wrong items)
- Damaged Food: Food arrived damaged (partial or full refund based on assessment)
- Quality Issue: Food quality significantly below standard
3.3 Not Eligible for Refund
- Customer Change of Mind: After food preparation has started
- Delay Acceptance: Customer not available for delivery
- Address Error: Incorrect address provided by customer
- Food Consumed: Order already partially or fully consumed
- Late Reporting: Issues reported after 24 hours of delivery
4. Refund Methods
4.1 Original Payment Method
- Credit/Debit Card: Refund to the same card (3-5 business days)
- UPI: Refund to the same UPI ID (2-3 business days)
- Net Banking: Refund to the same bank account (3-5 business days)
- Wallet: Instant credit to Chickzilla Wallet
- Cash on Delivery (COD): Refund via bank transfer (3-5 business days)
4.2 Bank Transfer Details
For COD refunds, you will receive a payment request from our finance team. Please provide:
- Bank Name: Name of your bank
- Account Number: Your bank account number
- IFSC Code: Bank branch IFSC code
- Account Holder Name: Name as per bank records
- UPI ID: For UPI payments (optional)
Secure Refund Process
All refunds are processed through our secure payment gateway. We do not store your bank details. Refunds are credited to the same payment method used for the order.
5. Refund Processing Time
5.1 Standard Processing Time
- Wallet Refunds: Instant (immediate credit)
- Online Payments: 3-5 business days
- COD Refunds: 3-5 business days after verification
- Partial Refunds: 3-5 business days
5.2 Why Does It Take 3-5 Days?
- Bank Processing: Banks take 1-3 business days to process refunds
- Gateway Verification: Payment gateway verifies and processes
- Account Crediting: Final credit to your account
- Weekend/Holiday: Non-business days add to processing time
6. How to Request a Refund
6.1 Via Website/App
- Go to My Orders section
- Find the order you want to cancel
- Click Cancel Order (if within 5 minutes)
- If after 5 minutes, contact customer support
6.2 Via Customer Support
- Phone: Call our support team during business hours
- Email: Send a refund request to hello@chickzilla.in
- In-App Chat: Contact through live chat
7. Dispute Resolution
If you disagree with a refund decision:
- Contact support within 48 hours of refund decision
- Provide order details and reason for dispute
- Our team will review and respond within 24 hours
- If unresolved, escalate to our grievance officer
8. Changes to Refund Policy
We may update this Refund Policy from time to time. Changes will be posted on this page with an updated date. Continued use of our services constitutes acceptance of the updated policy.
9. Contact Us
If you have any questions about our Refund Policy or need assistance with a refund, please contact us:
Contact Information
Email: hello@chickzilla.in
Phone: +91-7791842667
Address: Near Meridian School Road, Sarvodaya Nagar, Indira Nagar, Lucknow, Uttar Pradesh – 226016
Our refund support team is available 10:00 AM - 11:00 PM.