Refund & Cancellation Policy

Last updated: 18 July 2026

This policy explains when you can cancel an order and how refunds are handled by Annalakshmi ("Lettuce & Sprouts"). Because we prepare fresh, perishable food to order, cancellation windows are time‑sensitive — please read carefully.

1. Cancelling a daily order

• You may cancel or edit a delivery while it is more than one day away. Within that window there is no charge, and any prepaid amount is fully refunded.
• Once a delivery is locked (same‑day or already in preparation), it can no longer be cancelled or refunded, because the food has been or is being freshly prepared.
• Same‑day orders are accepted until 10:30 AM; after preparation begins they cannot be cancelled.

2. Cancelling a 26‑Day Plan

• Before payment: a requested or unconfirmed plan can be cancelled at no charge — nothing has been paid, so nothing is refunded.
• After payment (active plan): the plan price is non‑refundable. The 26‑Day Plan is sold as a discounted package and we commit ingredients and preparation capacity for the whole period, so cancelling remaining deliveries does not produce an automatic refund.
• Instead of cancelling, you can reschedule or change any delivery that is still more than one day away by raising a change request in the app (subject to our approval). If an approved change increases the price, the difference is payable.
• If something goes wrong with a plan delivery — wrong, missing or poor‑quality items — that is covered by section 4 below: raise it in Help & Support and we will resolve it, which may include a refund at our discretion.

3. Orders you haven't paid for

All orders are paid online, through Razorpay, before they are prepared. We do not accept cash on delivery.

Your order is saved as soon as you place it, so you can close the payment screen and pay later from My Orders — but it is not sent to our kitchen until it is paid.

If it is still unpaid by 10:30 AM on the delivery date, we cancel it automatically and email you to say so. You are never charged for an order that was not paid, so there is nothing to refund. We send a reminder, by email and notification, well before that deadline. You are welcome to order again at any time.

4. Problems with an order (quality / wrong / missing items)

If something is wrong with a delivered order — incorrect items, missing items, or a genuine quality/freshness issue — raise it as soon as you can, ideally within 4 hours of delivery, through in‑app Help & Support (Profile ▸ Help & Support): file a request, link it to the order or the specific delivery, and describe the issue (you can also attach a photo). Four hours is when we can still check what went out of the kitchen, so an early report is easiest to resolve — but we read and review requests raised later too, and will not turn one away for being late. Our team reviews each request in the same conversation and resolves it with, at our discretion, an explanation, a replacement/redelivery, or a refund for the affected item(s). If a resolved request wasn't actually fixed, replying to it reopens the conversation.

5. How and when refunds are paid

• Refunds on orders paid online are issued to the original payment method via Razorpay (full or partial, depending on what is affected).
• Refunds are initiated immediately once a cancellation or a support resolution is approved — we do not hold them for processing. The time for the money to appear in your account is set by your bank or card issuer, and is typically 5–7 working days.
• An order that was never paid for requires no refund — nothing was charged.
• If a refund cannot be sent immediately for a technical reason, your cancellation still goes through and the amount is recorded as owed to you. We complete it as soon as we can and tell you when it is on its way; you never need to chase it.

6. Non‑refundable situations

• Deliveries already completed, or locked (within one day of delivery).
• 26‑Day Plan cancellations once the plan has been paid for (see section 2).
• Failed delivery caused by an incorrect address, or no one available to receive the order at the chosen time and location.

7. How to request a cancellation or refund

• Cancel eligible deliveries directly in the app (order details ▸ the delivery).
• For refunds and issues, use in‑app Help & Support — it links your request to the exact order/delivery so we can resolve it fastest.
• You can also contact us at [email protected] / +91 70121 73002 (Monday–Saturday, 10 AM – 6 PM) with your Order ID (long‑press the ID in order details to copy it). See Contact Us.