Return and Refund Policy

Effective Date: 25 June 2025

Our priority is to serve you with delicious food and great service. However, due to the nature of our products (freshly prepared food) and to prevent misuse of our policies, we maintain a strict Return and Refund Policy as detailed below. This policy is designed to be fair, transparent, and in line with industry standards and applicable guidelines.

Order Cancellation Policy

No Cancellations After Order Confirmation: Once your food order is placed and confirmed, it cannot be cancelled. Preparation of your order begins immediately after confirmation, especially for perishable food .We do not accept cancellations through any channel (including phone, WhatsApp, our website, or third-party apps) after the order has been confirmed. Please review your order carefully before finalizing.
1. Rationale: Food items are perishable and preparation starts promptly. Therefore, we cannot halt the process without incurring waste and costs, which is why cancellations are not permitted once an order is in progress
Change of Mind or Mistake: We also cannot provide refunds or credits if you change your mind or mistakenly order the wrong item once the kitchen has begun preparing it. This includes situations like deciding you no longer want the order, ordering the wrong dish by accident, or any similar reason. All sales become final after confirmation, so please double-check your selections and address details before placing an order.
No Cancellation for Delivery in Progress: If your order is already being delivered (the rider/driver is en route), it cannot be cancelled or recalled mid-delivery. In case the delivery driver arrives and cannot reach you (e.g., wrong address or no response), and they have made reasonable efforts to contact you, you may not be eligible for any refund for that order. Always ensure the delivery details are correct and that someone is available to receive the order.

Refund Policy for Dine-In Customers

No Monetary Refunds for Dine-In: For customers dining at our restaurant, we maintain a no-refund policy on food and beverage purchases. Once an order has been placed and served for dine-in, we do not offer full or partial cash refunds or discounts for issues such as service delays, personal taste preferences, or general dissatisfaction. In other words, we will not reduce your bill or return money for complaints about wait times, ambiance, spice level, or simply not liking a dish.
Addressing Issues On The Spot: While we do not refund dine-in orders, our goal is your satisfaction. If there is a significant problem with your meal (for example, you received the wrong dish or there is a clear quality issue with the food), please inform our staff immediately. We will do our best to correct the issue by replacing the item or offering an alternative solution on the spot, at the discretion of the manager. However, we still will not issue a monetary refund for the item. This policy ensures that we can address problems promptly without misuse of refunds.
Service Complaints: If your complaint pertains to service (such as wait time, staff behaviour, etc.), we apologize and will work to improve, but no refunds or bill reductions will be given for service-related issues. We encourage you to speak to a manager during your visit so we can try to remedy the situation in real time (for example, we might offer a courtesy item or dessert as goodwill, but this is not guaranteed and is at our discretion). No cash or credit refunds will be provided for these scenarios.

Online Orders (Delivery/Pickup) via Our Restaurant

This section applies to orders placed directly with us (through our website, phone, or WhatsApp ordering, etc.), not through third-party delivery platforms.

No Cancellation After Confirmation: As noted in Section 1, once an online order is confirmed on our end, it cannot be cancelled or refunded. Please ensure all order details are correct before confirmation.
Issues with Online Orders (Direct): If you encounter a problem with your direct online order (such as receiving the wrong item or a missing item), contact us immediately (within 1 hour of delivery or pickup, or as soon as reasonably possible). You can reach us at [Restaurant Phone] or [Restaurant Email]. We will verify the issue and take appropriate action as outlined below:
1. Wrong Item Delivered or Item Missing: We sincerely apologize if this happens. If you received an incorrect item or something is missing from your order, please let us know right away. We will prepare and deliver (or have ready for pickup) the correct item as soon as possible, at no extra charge. Alternatively, if the correct item cannot be provided in a reasonable time, we may issue a refund or a credit for that item, as appropriate. In some cases, we might offer a coupon or credit for future use if a replacement cannot be immediately arranged.
2. If an incorrect item of higher value was delivered, we will not charge you extra for our mistake. Conversely, if an incorrect item of lesser value was delivered, we will refund the difference or provide a credit for the difference in value. We strive to ensure you only pay for what you ordered.
3. We may request that you return the incorrect item (with packaging intact) to our delivery person or at the restaurant when you come for the replacement. This helps us verify the error and prevents misuse of the policy. If return of the item is not possible, we may ask for photo evidence of the wrong item received before processing a refund or replacement.
4. Quality Issues (Food Defects): If there is a clear quality problem with the food you received (e.g. undercooked, stale, foreign object found, or food that is unsafe to consume), please contact us immediately and retain the food in question (do not consume or dispose of it). We may ask for the item to be returned to us or for photo evidence for inspection. If we determine that the quality issue is valid and was our fault, we will offer a suitable remedy: either a replacement dish of the same value prepared fresh for you, or a refund/credit at our discretion. If you prefer not to receive a replacement in such a case, we can refund the affected item amount to your original payment method or issue a store credit if you paid cash.
5. Please note that taste preferences or differences in personal expectation do not qualify as quality issues. We use high-quality ingredients and standardized recipes; if the food is prepared correctly but simply does not meet your personal taste, we cannot offer a refund for that reason. For example, ordering a spicy dish and then finding it too spicy for your liking is not a quality defect – we do not provide refunds or discounts for spiciness or flavour preference issues.
6. Any complaint about food quality or errors should be raised promptly, ideally within the same day of receiving the order. Food is perishable, and issues are much harder to verify after a long delay. Complaints raised days later may not be honoured.
7. Temperature and Freshness: We take care to package our food to preserve quality. However, factors like travel time for delivery can affect temperature or texture slightly. Please be aware of this when ordering delivery. Minor temperature drops or slight texture changes in transit do not qualify as "quality issues" for refunds, if the food was prepared correctly and promptly dispatched. We recommend consuming the food soon after delivery or pickup for best experience.
Refund Processing (Direct Orders): If a refund is approved for an online order placed directly with us, it will typically be processed back to the original payment method.

For online payments (credit/debit cards, digital wallets), we will initiate the refund transaction within a reasonable timeframe (usually within 1-2 business days after approval). It may take 5-7 business days (depending on your bank or card issuer) for the refunded amount to reflect in your account. If you do not see the refund after 7 days, please contact your bank as processing times can vary.
For Cash on Delivery (COD) orders, if a refund is approved (for example, for a missing item or order error), we will typically offer you a store credit or voucher of equivalent value since cash refunds are not practical via delivery. This credit can be used on your next order with us. In certain cases, we might arrange a cash refund in person or via an online transfer, but this is at our discretion. We do not mail out cash refunds.

No Refund for Late Pickup: If you placed an order for pickup and fail to collect it on time, the food quality may suffer. We schedule preparation so that your food is fresh at the agreed pickup time. If you anticipate being late, please notify us as soon as possible (preferably at least 15 minutes before the scheduled time). We will try to hold or adjust the order if we can. However, if you arrive significantly past the ready time without prior notice, and the food is no longer at optimal quality or has spoiled, we cannot offer a refund or remake in such cases. Please be timely to ensure the best experience.

Orders via Third-Party Platforms (Zomato, Swiggy, etc.)

We also accept orders through third-party food delivery platforms (such as Zomato, Swiggy, or others). If you placed your order through one of these platforms, please note the following:

Cancellation through Third-Party: Any cancellation of an order placed via a third-party platform is subject to that platform's cancellation policy. In general, these platforms do not allow cancellation once the restaurant has accepted the order, and they typically indicate that on their app/website. We as the restaurant follow the platform's rules and begin preparation once an order is confirmed on our system. If you need to request a cancellation for an extreme reason, you must do so through the app immediately (within a minute or two of ordering, if at all), but there is no guarantee the cancellation will be allowed if we've already accepted it. Our own policy is not to accept cancellations after confirmation, as stated above, so we will likely decline any cancellation requests that come through the platform after we've started preparing the food.
Refunds for Third-Party Orders: For orders placed via Zomato, Swiggy or similar services, any refund or compensation is handled by the platform and is subject to their refund policies. We do not directly issue refunds for orders made on third-party platforms. If you have an issue (such as missing or wrong items or payment problems) with a third-party order, you should report the issue through the platform's help/support section. The platform will then coordinate with us if needed.

Example: If you received the wrong item through a Zomato order, use the Zomato app's support chat or helpline to report it. They typically investigate and, if verified, will issue a refund or re-order as per their policy. We will follow their instructions and either remake the dish or confirm the issue to them, but we cannot give you cash or a direct replacement outside of the platform's system. This is because your payment was processed by the platform, not by us, and any refund must come through them.
Similarly, if you have a complaint about the delivery (e.g., the rider was late, or spillage in transit), please contact the platform. We ensure food quality and proper packaging on our end before handoff, but the delivery is managed by the platform. We are not responsible for delivery delays or handling issues once the food leaves our restaurant under third-party orders. (However, if you do have any issue, you can still inform us and we'll do our best to help or provide guidance.)

Third-Party Platform Policies: We encourage you to familiarize yourself with the Terms of Service, Cancellation, and Refund policies of the platform you use (Zomato/Swiggy, etc.). Our restaurant abides by those terms for orders placed through those services. For instance, some platforms might automatically process refunds for canceled orders if the cancellation happens before the restaurant confirms the order. Others might not allow cancellation at all after a certain stage. These rules are controlled by the platform.
Pricing and Charges on Platforms: Be aware that pricing of items or applicable taxes/fees on third-party apps may differ from our in-house prices. Any disputes about charges (including delivery fees or surge pricing) on third-party orders should be taken up with the platform. We do not have control over the platform's additional fees or pricing strategies.

Returns of Food Products

No Physical Returns Accepted: Due to strict health, safety, and hygiene standards, we do not take back or reuse any food items that have left our premises. We will never resell returned food, and as a customer you are not expected to physically return half-eaten or opened food products to the restaurant in exchange for a refund. In fact, for safety reasons, once food has been delivered or served, it cannot be returned to our kitchen. Instead, any issues are resolved via communication (as described in sections above) and appropriate remedy (replacement, refund, or credit as applicable). This policy protects both our customers and our staff by ensuring that food handling remains safe.
Requirement to Retain Product for Verification: Although we don't accept returns for reuse, in cases of a wrong delivery or quality complaint, we may request that you retain the food item in question (without consuming further) so that it can be inspected. For example, if a wrong item was delivered, we might ask that you give the incorrect item back to our delivery driver when they bring the correct item. If there's a quality issue, we might ask you to hold onto the food (or take clear photographs) so we can verify the problem. Failing to provide the item or evidence on request may affect our ability to confirm the issue and thus may limit the resolution we can offer.
No Returns for Taste Issues: We cannot accept returns of a dish simply because a customer did not like the taste or it was not what they expected. We understand palates vary, but as long as the item was prepared correctly with quality ingredients, a difference in personal preference is not a valid reason for returning the food or seeking a refund. We encourage you to ask about spice levels or ingredients before ordering if you have specific preferences or allergies.
All Sales Final: In summary, all food sales are final, barring genuine mistakes or quality problems as outlined above. We do not have a "try and return" policy given the perishable and consumable nature of our products.

Policy on Refund Abuse and Fair Usage

We have these policies in place to ensure fairness. While we stand by our commitment to address legitimate issues, we also have measures to prevent abuse:

Verification of Claims: Any request for refund/replacement is subject to verification. We may require proof such as the return of the wrong item, photos of the issue, receipts, order numbers, etc., as applicable. Failure to provide proof or cooperate in verification may result in denial of a refund.
Consumption of Significant Portion: If a substantial portion of the food has been consumed or the item has been discarded/tampered with, it becomes very difficult for us to ascertain the validity of a complaint. Therefore, if 25% or more of the food has been eaten or removed, we reserve the right to deny any refund or replacement for quality/dissatisfaction claims. Similarly, if you throw away the food or alter it before we can verify the issue, we cannot provide a refund on that basis. This policy is to prevent situations where someone consumes most of the meal and then seeks a refund.
Repeat Abuse: If we identify a pattern of unwarranted complaints or false claims from the same customer (for example, repeatedly claiming missing items or hair in food without credible evidence), we reserve the right to refuse service or deny future orders to that customer. We value all our customers, but we must prevent abuse to keep our business sustainable for genuine patrons. In extreme cases, we may also take necessary legal action if fraudulent claims are made.
Right to Refuse Service: As a private business, we reserve the right to deny service to any customer who blatantly abuses this Return & Refund Policy or our staff. This includes cancelling orders in progress or banning users from our ordering platforms if we determine misuse has occurred. Our aim is to ensure we can continue to provide excellent food and service to all customers without undue disruption.
No Cash Value for Complimentary Items: If we ever provide a complimentary item (for example, a free side dish or drink as a courtesy), that item has no cash refund value. Complimentary or bonus items cannot be exchanged or refunded; they are given in good faith and any issues with them will be handled at our discretion.

How to Contact Us

If you have any questions about this Return and Refund Policy or if you need to discuss an issue with an order, please reach out to us:

Phone: +91-8904100183

Email: contact@dailysushi-itpl.in

In-Person: You can also speak to a manager on duty at our restaurant during business hours for any immediate concerns.

When contacting us about an order issue, kindly provide relevant details such as the order number, date/time, items ordered, and the specific problem encountered. The more information you can provide, the quicker we can assist you.

For issues with third-party platform orders, remember to contact the platform's customer support through their app/website for fastest resolution. You may inform us as well, but ultimately refunds for those orders must be processed by the platform.

Legal Compliance and Updates

Compliance with Laws: We strive to ensure this policy conforms to all applicable consumer protection laws and regulations. Food and hospitality services may not be subject to typical "product return" laws due to the perishable nature of the goods; however, we are committed to addressing valid complaints in good faith. Nothing in this policy is intended to restrict any rights you may have under law. If local laws provide additional guarantees or rights, we will honour them as required.
Google and Advertising Policies: This Return and Refund Policy is also written to meet transparency requirements for online platforms, including Google Ads and Google Search policies, which require clear disclosure of service terms. We believe in being upfront about our terms so you can order with confidence, knowing what to expect.
Policy Updates: We may update or modify this Return and Refund Policy from time to time to reflect changes in our processes or legal requirements. Updated versions will be posted on this page with a new "Effective Date". We encourage you to review this policy periodically. By placing an order or making a purchase, you acknowledge and agree to the terms of the policy in effect at that time (as of the order date).
Agreement: By engaging in a transaction with us (online or in-store), you are agreeing to this Return and Refund Policy. If you do not agree with any part of this policy, please refrain from placing an order. If you have questions or need clarification on any policy point, we will gladly assist before you order.

We appreciate your understanding of these policies. Our goal is to serve you quality food and ensure you have a great experience. These policies help us maintain fairness and high standards for all customers. Thank you for dining with us and for your cooperation!