Refund Policy

1. Overview

At La Caféine, customer satisfaction is our top priority. This Refund Policy outlines the conditions under which we offer refunds, replacements, or credits for orders placed at our outlets, via our app, or through third-party delivery partners.

2. In-Store Orders

Quality Issues

If you are dissatisfied with the quality of any item served at our outlet, please notify our staff immediately. We will:

• Replace the item with a fresh preparation at no additional cost
• Offer an alternative item of equal or lesser value
• Provide a La Caféine loyalty credit if neither option is acceptable

Incorrect Orders

If you receive an incorrect item, we will replace it with the correct item immediately at no charge.

Refund Limitations

• Refund or replacement requests must be made before leaving the outlet
• Partially consumed items are eligible for replacement only if a quality issue is identified
• Custom orders made to your specific instructions are non-refundable unless defective

3. App & Online Orders

Order Cancellation

• Orders may be cancelled within 2 minutes of placement for a full refund
• Once preparation has begun, cancellation is no longer possible
• Refunds for cancelled orders are processed within 5–7 business days

Delivery Issues

For orders delivered through the La Caféine app:

• Missing items: Full refund or credit for the missing item(s)
• Wrong item: Replacement or full refund will be issued
• Quality/spillage: Photo evidence may be requested; refund or credit will be provided
• Late delivery (30+ min beyond estimate): Loyalty bonus of 2x points on the order

Third-Party Delivery (Swiggy, Zomato)

For orders placed through third-party platforms, refund and returns are subject to the platform's own policies. Please contact Swiggy/Zomato support directly for such orders.

4. Loyalty Program Credits

• Loyalty points earned on refunded orders will be deducted from your account
• Points used for redemption are non-refundable in cash
• If a redeemed reward item is defective, a replacement reward will be provided

5. Gift Cards & Vouchers

• Gift cards and promotional vouchers are non-refundable
• Unused gift card balances do not expire unless otherwise stated
• Gift cards cannot be exchanged for cash

6. Franchise Deposits

Refund of franchise deposits is governed by the separate Franchise Agreement signed between La Caféine and the franchisee. Please refer to your agreement or contact our franchise team for details.

7. How to Request a Refund

To request a refund, contact us through any of the following channels:

• Email: support@lacafeine.in
• Phone: +91 88988 88829 (Mon–Sat, 9 AM – 8 PM)
• In-app: Use the "Help" section in the La Caféine app
• In-store: Speak to the outlet manager directly

Please include your order ID, date, outlet name, and a description of the issue. Photo evidence will expedite the process.

8. Refund Processing

• Refunds to the original payment method: 5–7 business days
• Loyalty credit refunds: Instant
• UPI/wallet refunds: 1–3 business days
• Credit/debit card refunds: 5–10 business days (depends on bank)

9. Contact

For any questions about our Refund Policy, reach out to:

• Email: support@lacafeine.in
• Phone: +91 88988 88829