Cancellation and Refund Policy
Last Updated: 25 October 2026
1. INTRODUCTION AND APPLICABILITY
This Cancellation and Refund Policy (this "Policy") governs the cancellation of Bookings and the processing of refunds in respect of Cooking Services booked through the mobile application 'CookEzee', the website at https://cookezee.com, and any related digital interfaces operated by CookEzee Services LLP ("CookEzee", "we", "us", or "our") (collectively, the "Platform").
This Policy forms part of, and must be read together with, the Terms and Conditions and the Privacy Policy. Capitalised terms used but not defined in this Policy have the meanings given to them in the Terms and Conditions. In the event of any conflict between this Policy and the Terms and Conditions in relation to cancellations or refunds, this Policy shall prevail.
By placing a Booking on the Platform, You acknowledge that You have read, understood, and agree to be bound by this Policy.
CookEzee is a technology intermediary that connects Customers with independent Cook Partners. The Cook Service Charges are collected by CookEzee as a limited collection agent on behalf of the Cook Partner. Cancellation fees and refunds are administered by CookEzee in accordance with this Policy.
2. HOW TO CANCEL A BOOKING
2.1 You may cancel a Booking directly through the CookEzee application by opening the relevant Booking and selecting the cancellation option, or by writing to Us at support@cookezee.com. The time of cancellation is the time at which Your cancellation request is received and recorded on the Platform.
2.2 The refund (if any) applicable to a cancellation depends on (i) the type of Booking (Instant, Scheduled, or Monthly), (ii) the stage of the Booking at the time of cancellation, and (iii) how much time remains before the scheduled start of the Cooking Services, as set out in Clause 3.
2.3 Refund percentages referred to in this Policy are applied to the Cook Service Charges paid for the relevant Booking. Applicable taxes are refunded proportionately on any amount refunded.
2.4 Platform / Technology Fee and Convenience Fee. Where You cancel a Booking after a Cook Partner has been allocated, the Platform / Technology Fee and any Convenience Fee are non-refundable, as they cover costs already incurred by CookEzee (including payment-processing and matching costs). These fees are refunded in full only where the Booking is cancelled by a Cook Partner or by CookEzee, or where no Cook Partner could be allocated.
3. CANCELLATION BY THE CUSTOMER
CookEzee aims to keep cancellations fair to both You and the Cook Partner. The cancellation charge (if any) depends on whether a Cook Partner has accepted Your Booking, and how close it is to the scheduled start of the Cooking Services.
| When You cancel | Refund to You | Cancellation fee |
|---|---|---|
| At any time before a Cook Partner accepts the Booking | 100% | Nil |
| 2 (two) hours or more before the scheduled start | 100% | Nil |
| Within 2 (two) hours of the scheduled start, where a Cook Partner has accepted | Amount paid, less the cancellation fee | A flat fee of ₹49 |
| After the Cook Partner has been dispatched / marked on the way | No refund | The Cook Service Charges in full |
3.1 Before a Cook Partner accepts
If You cancel a Booking before a Cook Partner has accepted it (that is, while the Booking is still being matched), You are entitled to a full refund (100%) of the amount paid. No cancellation fee applies at this stage, because no Cook Partner has yet committed to Your Booking.
3.2 Scheduled Bookings, after a Cook Partner accepts
Once a Cook Partner has accepted Your Booking, they have reserved that time for You. You may still cancel free of charge up to 2 (two) hours before the scheduled start, for a full refund.
If You cancel within 2 (two) hours of the scheduled start, a flat cancellation fee of ₹49 is retained and the balance of the amount paid is refunded to You. A part of this fee is paid to the allocated Cook Partner as compensation for the time they reserved for You.
3.3 Once the Cook Partner is on the way
Once a Cook Partner has been dispatched and marked as on the way to Your premises, the Booking can no longer be cancelled through the Platform, and no refund is payable. This is because the Cook Partner is already travelling to You and has forgone other work for that slot. If the Cook Partner does not in fact arrive, or the Cooking Services are not performed, Clause 4 and Clause 5 apply instead.
3.4 Instant Bookings
For an Instant Booking, a Cook Partner is dispatched to Your premises as soon as the Booking is accepted. Accordingly, You may cancel free of charge while CookEzee is still finding a Cook Partner. Once a Cook Partner has been assigned to an Instant Booking, the Booking can no longer be cancelled, and no refund is payable.
3.5 Fees and windows may change
The cancellation fee and the cancellation windows set out above may be varied from time to time. The cancellation terms and fee applicable to a particular Booking are those displayed to You on the Platform at the time of checkout for that Booking, and those displayed values prevail over the illustrative figures in this Clause 3.
3.6 Repeated or abusive cancellations
If You cancel Bookings frequently (for example, more than 4 (four) Bookings in any rolling 30 (thirty)-day period, or as otherwise published on the Platform), CookEzee may, at its discretion, withdraw free-cancellation privileges from Your Account, require prepayment, or restrict Your access to the Services. This protects Cook Partners from repeated wasted commitments.
4. CANCELLATION BY THE COOK PARTNER OR BY COOKEZEE
4.1 Cancellation by a Cook Partner. If an allocated Cook Partner cancels a confirmed Booking, We will, on a best-effort basis, allocate a substitute Cook Partner for the same slot. If no substitute Cook Partner can be allocated for the slot, or if You do not wish to proceed with a substitute, You are entitled to a full refund (100%) of the amount paid for that Booking. No cancellation fee is charged to You where the Cook Partner cancels, and We may also credit a small goodwill amount to Your CookEzee wallet towards Your next Booking.
4.2 No Cook Partner available. If We are unable to allocate any Cook Partner for Your Booking within the applicable matching window (including after automatic re-matching attempts), the Booking will be closed as unfulfilled and You will receive a full refund (100%) of the amount paid. This is a system outcome and not a cancellation by You; no cancellation fee applies.
4.3 Cancellation by CookEzee. CookEzee may cancel a Booking in the circumstances set out in the Terms and Conditions (including an incorrect or unreachable address, non-availability of a Cook Partner, payment failure, suspected fraud or misuse, or breach of the Terms). Where a Booking is cancelled by CookEzee for a reason not attributable to You, You will receive a full refund (100%) of the amount paid, unless the Cooking Services have already been rendered in part.
5. SERVICE-QUALITY COMPLAINTS AND DEFICIENCY REFUNDS
5.1 CookEzee is a marketplace and does not itself render the Cooking Services, and does not warrant the taste, quality, or outcome of any meal (see the "Disclaimers" and "Marketplace Only" clauses of the Terms and Conditions). Nevertheless, where there has been a genuine and demonstrable service failure, You may raise a complaint and We will review it in good faith.
5.2 To be eligible for consideration, a service-deficiency complaint must be raised through the Platform or by writing to support@cookezee.com within 3 (three) hours from the end of the Booking slot, with reasonable particulars (and, where relevant, photographs) of the deficiency.
5.3 A refund, credit, or make-good may be considered where, for example:
- the Cook Partner failed to arrive, or arrived materially late without reasonable cause;
- the Cooking Services were not rendered, or were rendered only in part; or
- there was a material, demonstrable deficiency in the Cooking Services attributable to the Cook Partner's error.
5.4 The outcome of any such review is at CookEzee's reasonable discretion, having regard to the facts and the respective accounts of the Customer and the Cook Partner. In lieu of a monetary refund, CookEzee may, at its discretion, offer a wallet credit, a discount, or a complimentary re-service. All decisions taken by CookEzee under this clause shall be final.
6. NON-REFUNDABLE ITEMS
The following are not refundable, except where required by applicable law:
- Amounts added to Your CookEzee wallet as a top-up / recharge (these remain available in Your wallet for future Bookings and can be used, but are not withdrawable or refundable to the original payment source);
- Promotional credits, referral credits, cashback, coupons, discounts, trial benefits, and membership or bundle benefits, which have no cash value and are governed by their own terms;
- Any Booking (or any portion of it) for which the Cooking Services have already been rendered;
- Cancellation fees lawfully retained under Clause 3;
- Charges attributable to a cancellation caused by Your breach of the Terms, Your unreachability, or Your failure to provide safe premises, ingredients, or working equipment as required under the Terms.
7. HOW AND WHEN REFUNDS ARE PROCESSED
7.1 Method of refund. Unless You request otherwise, approved refunds are, by default, credited to Your CookEzee wallet, which is immediate and lets You rebook straight away. You may instead choose to have the refund sent to Your original payment method. The options are:
- Wallet payments — where the Booking was paid using Your CookEzee wallet balance, the eligible refund amount is credited back to Your CookEzee wallet, ordinarily instantly or within a few minutes of the cancellation being processed.
- Card / UPI / net banking / other online payments — where the Booking was paid through our Payment Processor (for example, Razorpay), the eligible refund is initiated to the original payment method. Depending on Your bank or payment provider, the amount is ordinarily credited within 2 (two) to 3 (three) business days of the refund being initiated. CookEzee may, at Your option or its discretion, instead credit the eligible amount to Your CookEzee wallet, which is faster.
7.2 Timelines are indicative. Refund timelines to an original online payment method are governed by the Payment Processor and Your bank, and are outside CookEzee's direct control. CookEzee's responsibility is discharged once the refund has been initiated at its end. A refund reference is available in the app once a refund is initiated.
7.3 Failed payments and duplicate charges. If an amount is debited from You but the Booking is not confirmed (for example, due to a payment or network failure), or if You are charged more than once for the same Booking, the excess or unapplied amount is refunded / reversed to the original payment method in the ordinary course, typically within 5 (five) to 7 (seven) business days. If You do not see such a reversal within this period, please write to support@cookezee.com.
7.4 Taxes. Where a refund is issued, applicable taxes charged on the refunded amount are refunded proportionately. CookEzee reserves the right to charge and recover applicable taxes on any cancellation fee retained.
7.5 Maximum liability. In all cases, the maximum amount refundable in respect of a Booking shall not exceed the total amount actually paid by You for that Booking.
8. DISPUTES AND GRIEVANCES
8.1 If You have a question about, or wish to dispute, a cancellation charge or a refund, please write to Us at support@cookezee.com. We will acknowledge Your complaint within 24 (twenty-four) hours and will use reasonable efforts to resolve it within the timelines prescribed by applicable law.
8.2 If You remain dissatisfied, You may escalate to Our Grievance Officer / Nodal Officer in accordance with the Grievance Redressal clause of the Terms and Conditions:
CookEzee Services LLP
Address: Ground Floor, Plot 120/140, 132A, Akhshar Building, Bhuleshwar Road, Bhagatwadi, Kalbadevi, Mumbai - 400002
Email:
support@cookezee.comHours: Monday to Friday, 10:00 a.m. to 6:00 p.m. (excluding public holidays)
9. CHANGES TO THIS POLICY
CookEzee reserves the right to amend this Policy at any time at its sole discretion. All changes are effective immediately upon being posted on the Platform. Your continued use of the Platform following any change constitutes Your acceptance of the amended Policy. The cancellation and refund terms applicable to a Booking are those in effect at the time the Booking is confirmed.