Cancellations & Refunds

Before the kitchen accepts — free, any time

A new order sits at Pending until somebody at the restaurant accepts it. While it is Pending you can cancel it yourself from the order tracking page, at no charge and with no reason needed. If you paid online, the full amount is refunded.

After the kitchen accepts — call us

Once an order is Confirmed the tickets are on the pass and the coals are being used, so the site will not let you cancel it on your own. Call +91 84451 00365 straight away.

• If we have not started cooking, we cancel it and refund you in full. This happens more often than you would think — call rather than assume.
• If cooking has started, we may keep the cost of what has already been made and refund the rest. We will tell you the figure on the call before anything is decided.
• Once an order is Out for delivery it cannot be cancelled.

Changing an order

Adding a dish, removing one, or changing the address is usually possible while the order is Pending or newly Confirmed — again, by phone. A price difference is settled on the spot: we either take the extra or refund the difference by the same route you paid.

Table bookings are free to make and free to cancel up to 2 hours before your slot. Use the link in your confirmation message, or call us. There is nothing to pay and nothing to claim back.

Inside 2 hours the site closes the cancel button, because at that point we have turned other people away for your table. Call us and we will still release it — we would much rather know than hold an empty table on a Saturday.

We do not charge a no-show fee on an ordinary booking. We hold your table for 15 minutes past the time, then may release it. Repeated no-shows on the same number may mean we ask you to call rather than book online.

Large parties and buy-outs are different. Where we have taken a deposit or agreed a set menu for a group, the cancellation terms are the ones we put in writing when we took the booking. As a rule: cancel more than 48 hours out and the deposit comes back in full; inside 48 hours we keep what we have already bought in for you.

This is the part that matters most, so it is the simplest.

• An item is missing. We refund that item in full, or send it out on the next run if you would still like it.
• We sent the wrong dish. We cook the right one and send it, and you keep the wrong one — please do not send food back through a rider.
• The food arrived cold, spilt or in a damaged container. A photograph helps enormously. We replace it or refund it.
• A dish was not what it was described as — far spicier than the menu says, a garnish that should not have been there, a preparation you asked us to avoid. Tell us and we will refund that dish.
• You simply did not like it. Tell us anyway. We will not always refund a matter of taste, but we would rather know than have you not come back — and if a dish is genuinely off, that is on us and we will say so.

Raise it within 24 hours of delivery or collection. Food is perishable and after a day we have no way to check what happened. Please keep the item until we have spoken.

Occasionally we have to cancel an order. When we do, you get every rupee back.

• An ingredient ran out after you ordered and there is no reasonable substitute.
• Your address turns out to be beyond our 8 km radius, or is unreachable.
• The kitchen is at capacity and accepting your order would mean cooking it badly or two hours late.
• Something outside our control — a power failure, weather, a closure order, a payment gateway outage.

In every one of those cases we call you first, and any online payment is refunded in full without you having to ask.

Paid online — card, UPI, net banking or wallet

The refund goes back through the payment gateway to the same method you paid with. We cannot send it anywhere else — not to a different card, not to a UPI ID you give us later. That is a rule of the payment system, and it protects you.

We raise the refund within 24 hours of agreeing it. It then takes 5 to 7 working days to appear, depending on your bank. UPI is often the same day; credit cards are usually the slowest and may land on your next statement.

If it has not arrived after seven working days, call us with your order number. We will send you the gateway’s refund reference, which your bank can trace.

Paid cash on delivery

We refund in cash at the restaurant, or by UPI to a number you confirm with us — whichever is easier for you. Same working day, in practice.

Partial refunds

Where only part of an order is refunded, we refund that item’s price plus the GST charged on it. Delivery and packaging charges are refunded only where the whole order is cancelled or the fault was ours.

Credit instead

If you would rather have the amount put against your next order than wait for a bank, we will do that and it is available immediately. It is always your choice, never ours.

• An order that was delivered correctly and complete, where nobody was available to receive it and we could not reach you by phone.
• A complaint raised more than 24 hours after delivery, where we have no way left to check what happened.
• The value of a promotional discount. If an order that had a promo code on it is refunded, you get back what you actually paid.
• An order under our ₹249 delivery minimum that was placed by phone against our advice.
• A table booking, since we never charged for one in the first place.

None of this affects your rights under the Consumer Protection Act 2019. If you think we have this wrong in your case, say so — a manager reads every complaint that reaches this page’s numbers.

Phone or WhatsApp, within 24 hours, with your order number — it looks like ALT-260827-0031 and it is in your confirmation message.

Call

+91 84334 82553 — our line for complaints and feedback — or +91 84451 00365 for anything about a live order, 1:00 PM to 11:30 PM, every day

WhatsApp

Message us on +91 84451 00365 — best for photographs

Email

altitudeagra@gmail.com

Have ready, if you can:

• The order number.
• Which item or items the problem is with.
• A photograph, if something arrived wrong or damaged.

We aim to decide the same evening, and always within two working days. If we need longer we will tell you why.

Ask for the manager, by name if you have it, on +91 84451 00365. If that has not worked, write to us at altitudeagra@gmail.com with your order number and what has happened so far, and we will reply within seven days.

You always keep your rights under the Consumer Protection Act 2019, including the right to take a complaint to the consumer forum where you live.

Our terms of service and privacy policy sit alongside this page.