Refund & Cancellation Policy

01Order cancellations

• Online orders can be cancelled at no charge only before we start preparing them. Please call or WhatsApp us on +91 94536 96969 as soon as possible.
• Once preparation has started, or the order has been dispatched, it cannot be cancelled or refunded, as food is made fresh to order.
• We may cancel an order if an item is unavailable, if we cannot deliver to your address, in case of a pricing error, or for reasons beyond our control. In such cases you will receive a full refund of the amount paid.

02Eligible refunds

You may be eligible for a full or partial refund, replacement, or credit if:

• you received a wrong item or an item was missing from your order;
• the food or beverage was spoiled, damaged or not fit for consumption when received;
• you were charged but the order was not placed or not delivered;
• you were charged more than once for the same order.

03Non-refundable situations

• Change of mind or personal taste preference after the food has been prepared or served.
• Food that has been fully or largely consumed.
• Delays caused by incorrect address or contact details, or the customer being unavailable at delivery.
• Delays due to weather, traffic or other circumstances beyond our control.
• Complaints raised after the reporting window below.
• Promotional items, offers or complimentary items (for example ₹1 or free-item offers).

04How to report an issue

• Online orders: contact us within 2 hours of delivery or pickup by phone/WhatsApp (+91 94536 96969) or email (info@crabresto.com).
• Share your order ID, a short description and clear photos of the item(s) and packaging.
• Dine-in: please tell our team immediately while you are at the table so we can correct it on the spot — we are happy to replace a dish that is not right.

05Refund process and timelines

• Approved refunds are made to the original payment method.
• Once approved, refunds are initiated within 2 business days. Depending on your bank or payment provider, the amount usually reflects within 5–7 business days.
• Orders paid in cash may be refunded in cash or by bank transfer/UPI, at our discretion.
• Where an order was placed through a third-party platform, refunds may also be subject to that platform’s policy and timelines.

06Table reservations

• Table reservations are free unless a deposit or advance is specifically requested for large groups, special occasions or events.
• Please cancel or change your reservation at least 2 hours before the booked time so we can offer the table to other guests.
• Where a deposit or advance was paid: cancellations made at least 24 hours before the booking are fully refundable; later cancellations or no-shows may be non-refundable, or adjusted as communicated at the time of booking.

07Events and bulk orders

Custom cakes, bulk orders, private events and pre-booked menus may require an advance and may have separate cancellation terms, which will be shared with you at the time of booking. Advances for such orders are generally non-refundable once ingredients have been procured or preparation has begun.

08Failed or duplicate payments

If money was debited but the order was not confirmed, or you were charged twice, the extra amount is usually reversed automatically by the payment gateway within 5–7 business days. If not, please contact us with your transaction details and we will help resolve it.

09Changes to this policy

We may update this policy from time to time. The updated version will be posted on this page with a revised “Last updated” date.