Refund & Cancellation Policy

At Durwa Hotel, we strive to provide the best dining and delivery experience to our customers. If you are not completely satisfied with your order, please review our refund and cancellation terms below.

1. Order Cancellation

• Orders once confirmed cannot be cancelled.
• In rare cases of system failure or payment errors, we may allow cancellation after confirmation.
• You must contact us within 15 minutes of placing the order for any possible cancellation.

2. Refund Eligibility

Refunds are issued in the following scenarios:

• You received a completely wrong item.
• Your order was not delivered due to an issue on our end.
• The food received was spoiled, damaged, or inedible.

3. Non-Refundable Cases

We do not offer refunds in the following cases:

• If you simply did not like the taste or changed your mind after placing the order.
• If the delivery was delayed due to factors beyond our control (e.g., traffic, weather).
• If the customer provided an incorrect address or was not available to receive the order.

4. Refund Process

To initiate a refund request, please email us at Durwahotel@gmail.com or call 8424982777, 8451937107, 8425864483 within 2 hours of receiving your order. You must provide:

• A clear photo of the item (if applicable)
• Order number
• Description of the issue

Refunds will be processed within 7–10 working days after verification. Depending on your payment method, it may take additional days for the refund to reflect in your account.

5. Mode of Refund

All refunds will be issued via the same mode of payment used during the transaction. No cash refunds are provided.