Refund & Subscription Policy

A.1 Refund Eligibility

You are eligible for a refund in the following circumstances:

• Order Not Delivered: If your order is not delivered within 2 hours of the estimated delivery time.
• Order Cancelled by Chef/HomeStove: If the Chef or HomeStove cancels your order after you have placed and paid for it.
• Payment Error: If you are charged twice or charged incorrectly.
• Out of Stock: If items in your order are unavailable and cannot be substituted.
• Significantly Different Product: If the delivered product significantly differs from the description (wrong items, missing items, or substantially different quality).
• Quality Issues: If the food is spoiled, cold, improperly prepared, or inedible upon delivery.
• User Cancellation: If you cancel the order before the Chef accepts it (where applicable).
• Service Failure: If HomeStove fails to deliver promised services due to platform errors or system failures.

A.2 Refund Exclusions

Refunds are NOT available for:

• Change of Mind: If you cancel after the Chef has accepted and begun preparing the order (unless due to Chef delay or error).
• Delivery Address Issues: If you provided an incorrect or incomplete delivery address.
• User Inaccessibility: If you are not available to receive the order at the delivery time (driver will attempt 2 times).
• Personal Preference: If you dislike the food taste, flavor, or texture (subjective quality issues).
• Allergic Reactions: If allergic reaction occurs due to failure to disclose allergies during order placement.
• Weather or Natural Disaster: If delivery is delayed or impossible due to severe weather, floods, earthquakes, or acts of God.
• Government Action: If delivery is prevented by government orders, lockdowns, or legal restrictions.
• Third-Party Delivery Partner: If HomeStove uses a third-party delivery partner and the failure is caused by that partner’s negligence (unless we arranged the partner).
• Consumable Items: For consumed or partially consumed items (unless due to quality or safety issues).
• Compliance Issues: If the order was cancelled due to violation of regulations, sanctions, or legal requirements.

A.3 Refund Process

To request a refund:

1. Report Issue Immediately: Contact HomeStove support within 2 hours of delivery (or within 24 hours for out-of-stock/cancellation issues).
2. Provide Details: Include order number, issue description, photos (if applicable), and evidence of the problem.
3. Investigation: HomeStove will review your claim. For quality issues, photo evidence is required.
4. Approval: If approved, you will receive a refund notification with processing timeline.
5. Refund Processing: Refunds are processed to your original payment method within 5-7 business days.

Important: Failure to report issues within the specified timeframe may result in refund denial.

A.4 Refund Amounts

Refund amounts are calculated as follows:

• Full Refund: Full order amount (food + taxes + delivery fees) for non-delivery, cancellation by Chef, or payment errors.
• Partial Refund: Refund of unavailable items only, or partial amount for partially defective orders.
• No Refund: For excluded reasons listed in Section A.2.
• Deductions: HomeStove may deduct amounts for fraud, abuse, or breach of Terms and Conditions.

Note: Once a refund is approved, no additional compensation or credits are provided unless there is a gross breach of duty by HomeStove.

A.5 Refund Timeline

Refund processing follows this timeline:

• Report within 2 hours of delivery for on-time delivery issues; 24 hours for other issues.
• Investigation period: 3-5 business days.
• Refund processing: 5-7 business days after approval (bank processing time may vary).
• Total time: up to 14 calendar days from issue report to refund receipt.

Note: Bank processing times are outside HomeStove’s control. Check with your bank if a refund has not appeared after 7 days of HomeStove processing.

A.6 Chargeback and Dispute Resolution

If you dispute a charge with your bank or payment provider (chargeback):

• You must first attempt to resolve the issue with HomeStove support at support@homestove.in
• Filing a chargeback before contacting us may result in account suspension
• If a chargeback is filed, we will defend our position with your order records
• Chargeback fees (if charged by your bank) are your responsibility
• Repeated chargebacks may result in account termination

Recommendation: Contact HomeStove support first at support@homestove.in or https://homestove.in/support.

A.7 Fraud and Abuse Prevention

HomeStove takes fraud and refund abuse seriously. We reserve the right to:

• Deny refunds if fraudulent claims are detected
• Suspend or terminate accounts with abnormal refund request patterns
• Report fraudulent activity to law enforcement
• Pursue legal action to recover losses from fraud
• Blacklist users who engage in serial refund abuse

Fair Use: Customers are expected to use the refund process fairly and in good faith. Excessive refund requests (more than 2 per month without valid reasons) may trigger fraud investigation.

B.8 Subscription Plans

HomeStove may offer subscription or membership plans that provide benefits such as:

• Discounted delivery fees or order charges
• Exclusive access to special menus or limited-edition items
• Priority customer support
• Early access to new features
• Loyalty rewards and cashback
• Free delivery on qualifying orders

Note: Specific subscription plan details, benefits, and pricing are displayed on the Platform at the time of purchase. HomeStove reserves the right to modify, add, or discontinue subscription plans at any time with notice.

B.9 Subscription Registration and Enrollment

To subscribe to a plan:

1. Select your desired subscription plan on the Platform
2. Review plan details, benefits, pricing, and billing cycle
3. Provide valid payment information
4. Confirm your subscription by clicking the “Subscribe” or “Confirm” button
5. You will receive a confirmation email with subscription details

Consent: By subscribing, you authorize HomeStove to charge your payment method on the billing date each billing cycle (monthly, yearly, etc.). You acknowledge that you have read and accepted the subscription terms.

B.10 Subscription Billing and Charges

Subscription charges are billed automatically:

• Billing Cycle: Monthly, quarterly, or yearly (as selected during subscription).
• Billing Date: Same date each month or on the anniversary date for annual plans.
• Payment Method: Charged to your registered payment method automatically.
• Taxes: All subscription amounts include applicable taxes (GST, state taxes).
• Failed Payments: If payment fails, HomeStove will attempt to charge again. Repeated failures may result in subscription suspension.
• Billing Confirmation: You will receive an invoice and confirmation email on each billing date.

Important: You are responsible for ensuring your payment method is valid and current. Update your payment information if your card expires or is compromised.

B.11 Subscription Modification

You may modify your subscription:

• Upgrade: Change to a higher-tier plan. Changes take effect immediately. Pro-rata billing adjustments may apply.
• Downgrade: Change to a lower-tier plan. Changes take effect on your next billing date. No refund is provided for downgrading.
• Change Billing Cycle: Switch between monthly, quarterly, and yearly billing. Changes take effect on your next billing date.
• Update Payment Method: Update your billing and payment information anytime from your account settings.

No Refunds on Modifications: When you modify or upgrade your plan, we do not refund the remaining balance from your previous plan. When you downgrade, the changes take effect on the next billing date with no pro-rata refund.

B.12 Subscription Cancellation

You may cancel your subscription at any time:

1. Log into your HomeStove account
2. Go to “Account Settings” or “Subscription Management”
3. Click “Cancel Subscription”
4. Confirm cancellation
5. You will receive a cancellation confirmation email

Cancellation Timing:

• Cancellation requests are processed immediately
• Your subscription benefits end on your current billing period end date (not immediately)
• No refunds are provided for partial cancellations during a billing cycle
• You may use your subscription benefits until the end of the current billing period

Note: If you cancel before your billing date, you will not be charged in the next cycle.

B.13 Automatic Renewal and No-Refund Policy

Automatic Renewal: Your subscription automatically renews on each billing date unless you cancel before the renewal date. You authorize HomeStove to charge your payment method for each renewal.

No Refunds: Once a subscription billing period begins, no refunds are provided for:

• Cancelled subscriptions (cancellation takes effect at the next billing date)
• Unused benefits or discounts
• Downgraded plans
• Plan changes during a billing cycle
• Dissatisfaction with the plan or services

Refund Exception: If HomeStove permanently discontinues a subscription plan, existing subscribers may receive a pro-rata refund for the unused portion of their current billing cycle.

B.14 Suspension and Termination of Subscriptions

HomeStove may suspend or terminate your subscription if:

• Payment Failure: Your payment method is declined or expires, and you do not provide an alternative within 5 days.
• Terms Violation: You violate these Terms and Conditions or other Platform policies.
• Fraudulent Activity: Suspected fraud or unauthorized access to your account.
• Account Termination: Your account is terminated for any reason under HomeStove’s Terms of Service.
• Service Discontinuation: We discontinue the subscription plan or service.
• Legal Requirement: Required by applicable law or court order.

Effect of Suspension/Termination: Upon suspension or termination, you lose access to subscription benefits immediately (or at the end of the current billing period). No refunds are provided unless required by law.

B.15 Subscription Modifications and Discontinuation by HomeStove

HomeStove reserves the right to:

• Modify Plan Terms: Change plan benefits, features, or pricing with 30 days’ notice.
• Increase Prices: Raise subscription prices with 30 days’ notice. Changes take effect on your next billing date.
• Discontinue Plans: Discontinue a subscription plan with 30 days’ notice. Existing subscribers may transition to another plan or receive a pro-rata refund.
• Change Benefits: Add, remove, or modify specific subscription benefits with notice.

Your Options: If we make material negative changes to your subscription plan:

• You may cancel your subscription within 7 days of the change notice
• Cancellation requests will be processed without penalty
• If you paid for the next billing period, it will be refunded

C. Support and Contact

For refund requests, subscription issues, or policy questions, contact: