Khanaa Cancellation and Refund Policy

1. Overview

Khanaa aims to provide a seamless experience for customers and vendors. This cancellation and refund policy ensures fairness, transparency, and timely resolution of order cancellations, refunds, and issues.

2. Cancellation Policy

• Customer-Initiated Cancellations:

  • Before Order Confirmation: Customers may cancel an order at no charge before the vendor confirms it.
  • After Order Confirmation: Once an order is confirmed by the vendor, customers can cancel it but may incur a cancellation fee to cover preparation costs and inconvenience to the vendor.
  • After Order Preparation: Orders that have already been prepared or dispatched cannot be canceled, and no refund will be issued in such cases.

• Vendor-Initiated Cancellations:

  • Unavailable Items: If a vendor cannot fulfill an order due to item unavailability or any other reason, the customer will receive a full refund.
  • Operational Issues: In cases of unexpected operational challenges (e.g., kitchen closure, equipment malfunction), the vendor may cancel the order, and a full refund will be processed.

• Platform-Initiated Cancellations:

  • Unforeseen Events: In case of natural disasters, power outages, or other unavoidable circumstances that prevent delivery, Khanaa may cancel the order and issue a full refund.
  • Suspicious Activities: Khanaa reserves the right to cancel any order flagged for suspicious or fraudulent activity, with a full refund issued to the original payment method.

3. Refund Policy

• Eligibility for Refunds:

  • Order Cancellations: Eligible cancellations (outlined above) will receive a full or partial refund based on the cancellation time.
  • Incorrect or Missing Items: If a customer receives an incorrect order, missing items, or a significant quality issue, they may request a refund through customer support, with a review of the incident.
  • Delivery Issues: In the event of delayed or undelivered orders due to delivery partner issues, a partial or full refund may be granted.

• Refund Process:

  • Request Initiation: To request a refund, customers should contact Khanaa customer support within 24 hours of order receipt, detailing the issue.
  • Review and Approval: Khanaa’s support team will review refund requests and notify the customer of approval or denial within 48 hours.
  • Refund Method: Refunds will be processed to the original payment method or as credit to the customer’s Khanaa wallet, based on customer preference.

• Refund Timeline:

  • Refunds are typically processed within 5-7 business days, depending on the payment method and banking policies.

4. Non-Refundable Situations

• Customer Error: No refund will be issued if the wrong address or incorrect order details were provided by the customer.
• Late Cancellation: Orders canceled after preparation or dispatch will not qualify for refunds, except in certain exceptional circumstances.
• Partial Consumption: If the food has been partially or fully consumed, Khanaa reserves the right to deny a refund request for quality-related claims.

5. Customer Support and Dispute Resolution

• Contacting Support: Customers are encouraged to contact Khanaa support for any issues with orders, cancellations, or refunds. Khanaa will strive to resolve issues quickly and amicably.
• Escalation: If a customer remains dissatisfied, they may escalate the issue for further review, and Khanaa will work toward a satisfactory resolution.

6. Policy Updates

Khanaa reserves the right to update this cancellation and refund policy periodically based on operational needs, customer feedback, or regulatory changes. Customers will be notified of any significant changes to the policy.