Refund & Cancellation Policy

At Gram, we take immense pride in delivering hot, fresh, homestyle meals prepared by local kitchens. This Refund & Cancellation Policy outlines your rights and procedures for order cancellations, wrong item reports, or quality concerns.

1. Order Cancellations

• Immediate On-Demand Orders: Orders can be canceled free of charge within 60 seconds of placement, provided the kitchen has not begun food preparation. Once kitchen prep starts, cancellations are subject to a cancellation fee equivalent to the food cost.
• Scheduled / Lock Subscriptions: Scheduled meal orders (weekly or daily recurring plans) can be skipped, paused, or canceled directly in-app prior to the cutoff window (e.g. 10:00 PM the previous evening) for a 100% full refund or subscription credit.

2. Refunds & Replacements for Quality or Missing Items

If your meal order arrives damaged, incomplete, or fails to meet our fresh quality standards, please notify Gram Customer Support within 2 hours of delivery with a quick photo of the issue.

• Missing or Wrong Items: Full refund or immediate dispatch of a replacement dish for the missing/incorrect items.
• Spilled or Damaged Packaging: Partial or full refund based on the severity of package damage.
• Food Quality Concerns: Verified quality issues are refunded in full to your original payment method or Gram wallet credit.

3. Refund Processing Timelines

Once a refund is approved by our support team, reversal timelines depend on your payment method:

• Gram Wallet / Store Credit: Instant (within 5 minutes).
• UPI / NetBanking: 24 to 48 banking hours.
• Credit / Debit Cards: 3 to 5 business days (depending on your bank issuer).