Store policies

Shipping and delivery policy

Hinchko Thali House delivers food within our delivery area in and around Ahmedabad. Enter your address or PIN code at checkout to see whether we deliver to you, the delivery charge and the expected time.

Delivery times

• Most orders reach you in 30 to 60 minutes, depending on distance, weather and how busy the kitchen is.
• Pickup orders are usually ready in about 20 minutes; we let you know when yours is ready.
• Scheduled orders are prepared to arrive at the time you choose.

Charges

Any delivery charge is shown at checkout before you pay. Orders above the free-delivery amount shown at checkout are delivered free.

If we cannot deliver

If we cannot deliver your order (for example, the address is outside our area or the kitchen closes early), we cancel it and refund you in full.

Questions about an order: use the contact page.

Returns, cancellations and refunds

Cancellations

You can cancel an order free of charge until the kitchen starts preparing it, usually within 2 minutes of ordering. Call us straight away on the number in your order confirmation. Once cooking has started we cannot cancel it.

If something is wrong

Food cannot be returned. If an item is missing, wrong, spilt or not as described, tell us within 1 hour of delivery with a photo: use the contact page. We will replace it or refund that item.

Refunds

Approved refunds for online payments go back to the original payment method within 5 to 7 working days. Cash-on-delivery orders are refunded by UPI or bank transfer.

Payment policy

Ways to pay

Hinchko Thali House accepts payment online through Razorpay, a secure payment gateway:

• UPI (Google Pay, PhonePe, Paytm, BHIM and any UPI app)
• Debit and credit cards (Visa, Mastercard, RuPay)
• Net banking and wallets

Security

Payments are processed on Razorpay's secure, PCI-DSS compliant pages. Hinchko Thali House never sees or stores your card number, CVV, UPI PIN or net-banking password. Never share an OTP or PIN with anyone who calls claiming to be from us.

Prices

All prices are in Indian rupees (₹) and include GST unless the product page says otherwise. Delivery charges, if any, are shown at checkout before you pay. There are no hidden charges. An invoice is issued for every order.

When your order is confirmed

An online order is confirmed only after the payment succeeds. You get a confirmation on screen and by email or WhatsApp.

Failed or double payments

If money leaves your account but the order is not confirmed, or you are charged twice, the extra amount is refunded automatically, usually within 5 to 7 working days. If it is not, use the contact page with the payment reference and we will trace it with Razorpay.

Refunds

Refunds go back to the original payment method (see our returns and refunds policy). The time for the credit to appear depends on your bank: usually 5 to 7 working days.

Disputes and chargebacks

If you have a problem with a payment, please contact us first so we can fix it quickly. Raising a chargeback with your bank for an order we have delivered may delay any refund while the bank reviews it.

Privacy policy

This policy explains what Hinchko Thali House collects when you use this website, why, and the choices you have. It follows India's Digital Personal Data Protection Act, 2023 and the IT Act, 2000.

What we collect

• Details you give us: your name, phone number, email address, delivery address and, for businesses, GSTIN.
• Your orders and messages to us.
• Payment status from Razorpay. We never receive your full card number, CVV, UPI PIN or bank passwords.
• Basic visit information (pages viewed, device type, approximate location from your IP address), counted without advertising cookies. If this store uses Google Analytics or Meta Pixel, those services set their own cookies.

How we use it

• To process, deliver and support your orders, and to send updates about them by email, SMS or WhatsApp.
• To send offers, only if you have signed up for them. Every message has a way to stop them.
• To keep accounts and tax records, prevent fraud and meet legal requirements.

Who we share it with

Only those who help us serve you: Razorpay for payments, courier and transport partners for delivery, and our email and messaging providers. They may use your details only for that purpose. We do not sell your personal data.

How long we keep it

Order and invoice records are kept for 8 years, as tax law requires. Other details are deleted when no longer needed, or when you ask, unless the law requires us to keep them.

Your choices

You can ask to see, correct or delete your personal data, or withdraw consent to marketing, at any time: use the contact page. We reply within 30 days.

Grievance officer

For any concern about your data, write to our grievance officer at Hinchko Thali House, 12 Swastik Society Road, Navrangpura, Ahmedabad 380009 (the details on our contact page). We acknowledge complaints within 48 hours and resolve them within 30 days.

Terms and conditions

These terms apply when you use this website or buy from Hinchko Thali House. By placing an order you agree to them, along with our shipping, returns, payment and privacy policies.

Products and prices

• We describe products as accurately as we can. Colours can look slightly different on screens, and handmade or natural products vary a little from piece to piece.
• Prices and availability can change without notice until your order is confirmed. If a price is shown wrongly by mistake, we will tell you before dispatch and you may cancel for a full refund.

Orders

• An order is accepted when we confirm it. We may decline or cancel an order (with a full refund) if an item is out of stock, a payment is flagged as fraudulent, or delivery is not possible to your address.
• Please give correct contact and delivery details; we are not responsible for delays caused by wrong details.

Your account

If you create an account, keep your sign-in codes to yourself. You are responsible for orders placed from your account.

Use of this website

Do not misuse the website: no attempts to break its security, scrape it in bulk, or post unlawful content in reviews or messages. The text, photos and designs on it belong to Hinchko Thali House or its licensors.

Liability

We are responsible for delivering what you ordered as described. We are not liable for indirect losses, or for delays caused by events outside our control such as strikes, floods, transport bans or courier failures. Nothing here limits your rights under the Consumer Protection Act, 2019.

Complaints

If something goes wrong, use the contact page. Our grievance officer can be reached at Hinchko Thali House, 12 Swastik Society Road, Navrangpura, Ahmedabad 380009 (the details on our contact page); we acknowledge complaints within 48 hours and resolve them within 30 days.

Law and jurisdiction

These terms are governed by the laws of India, and the courts at Ahmedabad have jurisdiction.

Changes

We may update these terms. The version on this page when you place an order applies to that order.