Cancellation, Refund & Exchange Policy

• Orders can be cancelled free of charge within 5 minutes of placing the order, provided the kitchen has not started preparation.
• Once the kitchen has started preparing your food, the order cannot be cancelled, as all dishes are freshly cooked to order.
• To cancel, call us immediately on 9220415079. Cancellation requests sent only by message may not be processed in time.
• Shivam Restaurant may cancel an order due to unavailability of an ingredient, an address outside our delivery area, or a failure to reach you on the given number. A full refund is issued in such cases.

• For prepaid orders cancelled within the permitted window, or cancelled by the restaurant, a 100% refund is initiated to the original payment method.
• Refunds are initiated within 1–2 business days of approval and are typically credited by your bank or payment provider within 5–7 business days.
• Cash-on-delivery orders that are cancelled attract no charge.
• Delivery charges are refunded only when the order is cancelled by the restaurant or the order was never delivered.

• Because food is perishable, we do not accept returns. Instead we offer a replacement or refund where a genuine issue is reported.
• Report any wrong item, missing item, spillage or quality concern within 60 minutes of delivery, with photographs of the item and the packaging.
• After verification we will, at your option, re-deliver the correct item free of cost or refund the value of the affected item.
• Claims based on taste or spice preference alone, or items already substantially consumed, cannot be refunded.

If money is deducted but no order confirmation is received, or a payment is charged twice, contact us on 9220415079 with the transaction reference. Verified failed or duplicate charges are refunded in full within 5–7 business days.

Call or WhatsApp 9220415079 or email vicky@shreeshivamhotel.in with your order details, registered mobile number and reason for the request. We acknowledge every request within 24 hours.

Minimum delivery order value is ₹150; packing charges of ₹20 are non-refundable once the food has been packed.