EzzyGrab · café
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Our policies

Straight answers on how we work.

We prepare food fresh to order. That changes how we handle payment, delivery, and returns. Please read through before placing your first order.

01

Delivery terms

  • We deliver within a 5 km radius of each kitchen (Santacruz West, Chembur West).
  • Promised delivery window: within 60 minutes of order confirmation.
  • During peak hours (1–2 PM, 8–9 PM) allow an additional 15–20 minutes.
  • For areas outside 5 km, please WhatsApp — we evaluate case-by-case and may be able to accommodate.
02

Payment terms

  • 100% advance payment is required for all direct (WhatsApp) orders.
  • Accepted: UPI, IMPS / NEFT, payment link, or direct bank transfer.
  • For subscriptions and bulk orders, GST invoice is issued on the same day.
  • Zomato / Swiggy orders follow the platform's own payment terms.
03

Refund & cancellation

  • No refunds. Because food is prepared fresh to order, we do not offer cash refunds under any circumstances.
  • Cancellations accepted only before the order enters production (typically within 5 minutes of placing it).
  • If something is genuinely wrong with your order, WhatsApp us with photos — we will either remake the item or credit the amount toward your next order.
04

Order handling

  • Orders are confirmed manually — you'll receive a WhatsApp confirmation within 5 minutes of payment.
  • We give live updates: "Cooking now" → "Out for delivery" → "Delivered".
  • Please keep your phone reachable. Our delivery partner will call if they cannot find the address.
  • For group / corporate orders above ₹5,000, please confirm 2 hours in advance.
05

Subscriptions

  • Subscriptions are billed monthly, in advance.
  • You can pause or skip up to 5 meals per month with 12 hours notice.
  • No partial refunds once the month has started. Cancel anytime for the next month.
  • Holidays and blackout dates will be communicated at least 3 days in advance.
06

Allergies & dietary preferences

  • Tell us about allergies before ordering — we cannot guarantee allergen-free handling after prep has started.
  • Our kitchen handles nuts, dairy, gluten, egg, and shellfish. Cross-contact is possible.
  • For jain / vegan / gluten-free requests, most items can be adapted — ask and we'll confirm.

Questions? Ask before you order.

We'd rather answer a hundred questions than have one unhappy customer.

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