Cancellation and Refund Policy

This policy governs the cancellation and refund policy for dine-in Orders placed on the website and the ‘Orange Coconut’ application for mobile and handheld devices (the “App”), hereinafter collectively referred to as the “Platform”.

All refunds and Cancellations are subject to the circumstances detailed out below:

  • As a customer-centric hospitality organization, we make every effort to prepare and pack the order as per the customer's specifications and arrange for the delivery. However, in rare & unfortunate instances, if a different item is received than what was ordered, the Customer shall be entitled to a refund as detailed in the refund policy below.  
  • 2) INCOMPLETE FOOD ORDER (Receiving incomplete/partial order):
  • If, at times, due to certain technical limitations, an incomplete order is received or any of the items are missing from the delivered order, in such instances, we will deduct the missed item value from the invoice and the value of the said missing item shall be refunded to customer’s source account or at the option of the Customer, add smiley points in Customer Orange Coconut account in proportion to the missing order value which can be used for future orders.
  • As a standard, we always prepare the food in the best possible hygienic conditions using fresh and the finest ingredients. However, on rare occasions, if the food is spoiled or if any foreign object is found in the food, the Customer shall be entitled to a refund as detailed in the refund policy below.
  • We will need the food returned in its original container, for us to investigate and look into the complaint.
  • Please note that we do not provide refunds for complaints/issues relating to a preferred taste or spice level or simply because the customer did not like the food or similar complaints.
  • a. Cancellation by the Delivery Partner: We have partnered with independent third-party delivery partners who provide their services to us on a principal-to-principal basis and undertake to deliver the order to our customers. In certain instances, if the order is cancelled due to the delivery partner, the Customer shall be entitled to a refund as detailed in the refund policy below.
  • Please note that in the instance that the Customer has provided the wrong location at the time of placing the order or didn’t receive the delivery partner's call at the time of delivery, due to which the delivery partner is not able to locate the address, in such cases, no refund shall be given.
  • b. Cancellation by Orange Coconut: If, at times, there is a cancellation on the part of Orange Coconut due to system errors/limitations or due to the non-availability of the item, the Customer shall be entitled to a refund as detailed in the refund policy below.
  • c. Cancellation by Customer: We cannot provide any refund or give smiley points if the Customer cancels the order once placed. We begin the preparation of the order immediately after the customer’s order is confirmed. Therefore, we cannot provide any refund.
  • In the event Customer is eligible for a refund, Customer shall have the option to choose one of the below remedies.
  • a) A full refund of the order amount to the source account or
  • b) Refund with Customer Orange Coconut website online account in proportion to the order value, which can be used for future orders or
  • c) Replacement of the order by new order or correct order.

All refund amounts, if any, shall be provided to the Customer as per the payment mechanism of the Customer’s choice, i.e., to the source account or by way of Smiles. In the event of a refund to the source account, the estimated timeline for the same shall be two working days from the date of confirmation of the refund. Kindly note that if the customer chooses to get a refund through Smiles, the same shall be done, and the customer shall use the same within 180 days, after which the validity of the Smiles shall expire.

  • Please note that all the remedies enumerated in the different instances captured above shall be assessed on a case-to-case basis by considering the information/evidence shared by the customer along with the inputs from our outlet and the delivery partner. The decision of the Orange Coconut shall be final and binding. Please note that we do not provide a refund on any complimentary food.
  • If you need to know more about our refund and return policy, please call us. Our dedicated customer service team is always there to answer all your questions and help you with the ordering.

Phone: +91 85318 18118

Address: 14&15 Vinayaga Avenue, OMR, Thoraipakkam, Chennai - 97