Cancellation and Refund Policy

This policy applies to orders placed directly through Book My BBQ and forms part of our Terms of Service. It explains the standard rules that apply unless different order-specific terms were clearly shown to you before payment.

1. How to request a cancellation or change

Email hello@bookmybbq.com or call +91 96203 93201 and provide your order number, account mobile number, event date, and requested change. A request is effective when we acknowledge it, not merely when it is sent. Cancellation and rescheduling requests must be acknowledged at least five full days (120 hours) before the start of the confirmed delivery, pickup, or service slot.

2. Standard customer-cancellation schedule

The relevant time is the start of the confirmed delivery, pickup, or service slot. The five-day cutoff is strict. A custom menu, unusually large order, special procurement, or third-party venue cost may have an earlier cancellation cutoff or a disclosed non-refundable amount, but it will not have a later cutoff unless required by law.

Catering advances: an advance paid for a catering booking is refundable when the cancellation request is acknowledged at least seven full days before the event date. After that cutoff, the catering advance is non-refundable. This seven-day rule replaces the standard five-day window above for the catering advance only.

3. Rescheduling

You may request one change of date or time only when the request is acknowledged at least five full days (120 hours) before the confirmed slot. Rescheduling is subject to availability, service area, menu and equipment availability, and any price difference. If we cannot offer a reasonable alternative, the request will be treated as a cancellation under the schedule above. Rescheduling is not permitted less than five full days before the confirmed slot.

4. Cancellation or material change by Book My BBQ

If we cancel an accepted order or cannot supply a material part of it, you may choose a reasonable substitute or rescheduled slot, or receive a full refund for the unfulfilled part. If the unfulfilled part defeats the main purpose of the booking, you may reject the remaining order and receive a full refund. This does not apply where fulfilment failed because of incorrect information, an unsafe or inaccessible venue, customer delay, or another breach by you, subject always to mandatory consumer rights.

5. Late, missing, incorrect, defective, or unsafe orders

Contact us promptly if an order is materially late, missing items, incorrect, damaged, unsafe, or materially different from its description. For perishable food, contact us as soon as reasonably possible and preserve photographs, packaging, the item, and order details where safe to do so. Do not consume food you reasonably believe is unsafe.

After reviewing the circumstances, we will provide the remedy required by law, which may include replacement, re-performance, correction, a proportionate refund, or a full refund. Reporting promptly helps us investigate but does not remove rights that cannot legally be limited by a reporting deadline.

6. Grill and equipment issues

Inspect rental equipment at handover and immediately report missing, visibly damaged, or unsafe equipment. Stop using equipment that appears unsafe. If a verified defect prevents the intended use and we cannot replace or repair it within a reasonable time, we will refund the affected rental amount. Refunds do not cover a problem caused by misuse, unauthorised fuel, relocation, modification, unsafe setup, or damage after handover.

7. Payment failures, duplicate payments, and chargebacks

• A failed or cancelled payment is not a confirmed booking. Banks or payment providers may temporarily show an authorisation hold that is later released.
• If payment is pending, do not pay again until you check My Orders or contact us. We will investigate duplicate verified payments and refund the duplicate amount.
• Contact us before raising a chargeback so we can investigate. This request does not waive any chargeback right available through your payment provider.

8. Refund method and timing

Approved refunds are sent to the original payment method unless law requires or you and Book My BBQ agree to another method. We aim to initiate an approved refund within seven business days. Razorpay, your bank, card network, or UPI provider may take additional time to credit it. We will provide a refund reference when available.

We do not issue store credit instead of a monetary refund without your agreement. A refund will include taxes attributable to the refunded amount. Any lawful deduction will be itemised and explained.

9. Complaints and statutory rights

Grievance Officer: Customer Care Lead, Book My BBQ / Catermonk Foodtech
Address: VMGC+52, Bangalore, Karnataka, India
Email: hello@bookmybbq.com
Phone: +91 96203 93201

We aim to acknowledge complaints within 48 hours and resolve them within one month. Nothing in this policy limits any non-waivable right under the Consumer Protection Act, food-safety law, payment rules, or other applicable Indian law.

See also our Terms of Service and Privacy Policy.