At Vine and Ember Hospitality, we strive to deliver a great experience every time.
Please review our updated policy regarding order cancellations and refunds below:
1. Order Cancellation
- Before Order Preparation:
- You may cancel your order within 5 minutes of placing it or before food preparation begins. To cancel, contact our customer support team immediately at talktous@vehospitality.in
- or +91 8050714923, mentioning your order number.
- After Preparation/Dispatch:
- Once your food is being prepared or has been dispatched for delivery, the order cannot be cancelled due to the perishable nature of our products.
2. Refund Policy
Refunds are applicable only in specific cases as outlined below:
- Order Cancelled in Time:
- A full refund will be processed if the order is cancelled before food preparation.
- Incorrect / Incomplete Orders:
- If you receive the wrong items, missing items, or damaged packaging, please contact us within 2 hours of delivery with order details and photos. Once verified, a replacement or refund will be issued at our discretion.
- Failed Transactions:
- If payment is debited but the order is not confirmed, an automatic refund will be initiated to your original payment method.
Refund Method & Timelines:
- Refunds will be processed to the original payment method (UPI, credit/debit card, net banking, wallet, etc.).
- Refund initiation: within 1–3 business days after confirmation.
- Depending on your bank, the amount may take 5–7 business days to reflect.
- For failed transactions, refunds usually appear within 3–5 business days.
⚠️ Note: Cash-on-Delivery (COD) orders are not eligible for online refunds.
Delivery Policy
Order Processing & Timings
- Orders are accepted during operating hours as listed on our Swiggy/Zomato page or in-store display.
- Delivery timelines depend on order volume, delivery partner availability, and distance.
- You will receive an SMS or in-app update once your order is accepted and picked up by the delivery partner.
Delivery Delays
In rare cases (traffic, weather, partner unavailability), delays may occur.
If your order is significantly delayed or undelivered, please contact us — we’ll review and process a suitable resolution.
Returns & Replacement Policy
Due to food safety and hygiene standards (FSSAI guidelines), we do not accept returns once food has been delivered or picked up.
However, we do offer replacements or partial refunds in the following cases:
- Incorrect item delivered
- Missing items
- Damaged or spoiled food at delivery
How to Report an Issue
- Contact us within 2 hours of delivery via:
- Share your order number, a brief description, and clear photos (if applicable).
- Our team will verify and arrange for a refund or replacement based on the situation.
We reserve the right to reject refund/replacement requests if the product has been consumed, altered, or partially used.
Contact Us
For support, feedback, or escalations:
📧 Email: talktous@vehospitality.in
📞 Phone: +91 8050714923
🕓 Support Hours: Monday to Sunday, 10:00 AM – 10:00 PM IST