This Refund Policy outlines the terms governing refunds, cancellations, and adjustments for purchases made from KMછો Canine (“Company,” “we,” “us,” or “our”). By placing an order, the customer (“Customer,” “you,” or “your”) agrees to the terms set forth below.
1. NATURE OF PRODUCT AND REFUND ELIGIBILITY
KMછો Canine prepares fresh, slow-cooked, preservativefree dog meals using human-grade ingredients. Due to the perishable nature of our products all sales are generally considered final. Refunds are only considered in specific cases outlined in this policy. Refunds will not be provided for reasons including, but not limited to, change of mind, incorrect quantity ordered by the Customer or failure to refrigerate/store the product properly after delivery.
2. ORDER CANCELLATIONS
2.1 Orders may be cancelled without penalty if cancellation is requested at least twelve (12) hours prior to the scheduled preparation or delivery time. Cancellation requests must be made through the Company’s official communication channels (phone call, email or confirmed WhatsApp message) and shall be deemed valid only upon written acknowledgment or confirmation from the Company.
2.2 Cancellations requested less than twelve (12) hours before the scheduled delivery may not be eligible for a refund, as preparation, ingredient sourcing and kitchen scheduling may have already commenced. In such cases, the Company reserves the right to charge up to one hundred percent (100%) of the order value.
2.3 For subscription orders, modifications, rescheduling, pauses or cancellations must be communicated at least twenty-four (24) hours before the scheduled dispatch date. Failure to provide timely notice may result in the order being processed and deemed non-refundable for that delivery cycle.
2.4 Where partial preparation of an order has commenced at the time of cancellation the Company reserves the right to deduct reasonable costs incurred toward ingredients, labor, packaging and logistics from any refundable amount.
2.5 In the event a customer repeatedly cancels confirmed orders without adequate notice, the Company reserves the right to restrict cash-on-delivery privileges, require advance payment for future orders or suspend service at its discretion.
2.6 Any promotional discounted or bundled orders may be subject to additional cancellation restrictions which shall be communicated at the time of purchase. Refunds for such orders, if approved, may exclude promotional benefits applied. Cancellation requests shall not be considered valid until expressly confirmed by the Company. Automated messages, missed calls or unacknowledged communications shall not constitute proof of cancellation.
3. DAMAGED, INCORRECT OR INCOMPLETE ORDERS
3.1 If a customer receives an order that is damaged, incorrect, or incomplete, the Company must be notified within two (2) hours of delivery. The Customer is required to provide photographic evidence or relevant details for verification.
3.2 Upon verification of the issue, KMછો Canine may, at its sole discretion: a. Provide a replacement meal at no additional charge; or b. issue a partial or full refund to the original mode of payment c. Provide store credit equivalent to the verified value of the affected item. d. Failure to report the issue within the specified time frame may render the request ineligible for review.
3.3 Minor variations in portion weight (within reasonable tolerance limits), packaging appearance, or natural variations in color, texture or aroma inherent to fresh, preservative-free food shall not be considered damage or defect.
3.4 If the Company reasonably finds that any photos or documents submitted to support a claim have been altered, edited, faked, created using artificial intelligence (AI), or otherwise misrepresented to mislead the Company, the claim will be considered fraudulent and will be rejected immediately.
3.5 Claims relating to damage caused after successful delivery, including but not limited to improper storage, delayed refrigeration, mishandling, exposure to heat or third-party interference shall not be eligible for refund or replacement.
3.6 When deliveries are made through a third-party logistics provider the Company is not responsible for delays or minor packaging wear during transit, as long as food safety is not compromised. Repeated or fraudulent claims of damaged or incorrect orders may lead to denial of refunds, suspension of service, or termination of the Customer’s account at the Company’s discretion.
4. QUALITY CONCERNS
If there is a genuine concern regarding the quality or safety of the meal at the time of delivery, the Customer must notify the Company immediately and before the product is consumed or discarded. Refunds or replacements in such cases shall be subject to internal assessment. The Company reserves the right to investigate the claim prior to issuing any refund. No refund shall be provided were spoilage or contamination results from improper storage, delayed refrigeration or mishandling after successful delivery.
5. SUBSCRIPTION REFUNDS
5.1 Subscription payments are non-refundable once a delivery cycle has commenced. In exceptional circumstances, refund requests for unused future deliveries may be considered at the Company’s sole discretion. Any approved subscription refund shall be calculated on a pro-rata basis, deducting the value of meals already delivered and any applicable delivery charges.
5.2 Subscription plans are non-transferable unless expressly approved by the Company in writing. Transfer of remaining deliveries to another individual or address may be permitted at the Company’s discretion and subject to logistical feasibility.
5.3 Temporary pauses in subscription deliveries must be requested at least twenty-four (24) hours prior to the scheduled dispatch. Failure to provide timely notice shall result in the delivery being processed and treated as completed for billing purposes.
5.4 In the event of repeated subscription pauses, payment disputes, chargebacks or policy violations, the Company reserves the right to terminate the subscription without refund for the remaining term. Refunds, if approved, shall be processed to the original mode of payment within seven (7) to ten (10) business days subject to banking timelines and payment gateway processing policies.
6. FAILED DELIVERY ATTEMPTS
6.1 In the event of failed delivery due to Customer unavailability, incorrect or incomplete address details, restricted access to the delivery location or lack of response to calls or messages at the time of delivery, the order shall be deemed fulfilled. Refunds shall not be issued for failed deliveries under such circumstances.
6.2 The delivery personnel shall make reasonable efforts to contact the Customer at the registered phone number at the time of delivery. If the Customer remains unreachable for a period exceeding fifteen (15) minutes from the first delivery attempt, the Company reserves the right to cancel the delivery attempt and treat the order as completed.
6.3 Any request for re-delivery shall be subject to operational feasibility and may incur additional delivery charges, including but not limited to transportation, handling, and re-packaging costs. Re-delivery shall not be guaranteed, particularly in the case of perishable items requiring refrigeration. Where the Customer requests that the order be left with a security guard, neighbor, reception desk, or any third party, such delivery shall be considered successfully completed once handed over. The Company shall not be liable for loss, theft, spoilage, tampering, or damage occurring after such handover.
6.4 If a delivery fails due to incorrect address information provided by the Customer any additional costs incurred in locating or reattempting delivery shall be borne by the Customer.
6.5 Repeated failed delivery attempts or refusal to accept confirmed orders may result in suspension of cash-on-delivery privileges, requirement of advance payment for future orders, or termination of service at the Company’s discretion.
7. REFUND PROCESSING
7.1 Approved refunds shall be processed to the original mode of payment within seven (7) to ten (10) business days from the date of formal approval by the Company. The date of approval shall be the date on which the Customer receives written confirmation of refund authorization.
7.2 Processing timelines may vary depending on the Customer’s bank, financial institution, or payment service provider. KMછો Canine shall not be responsible for delays caused by third-party payment gateways, banks, card networks, or technical processing failures beyond the Company’s reasonable control.
7.3 In cases where payment was made in cash upon delivery (COD), the approved refund for the same will be credited directly to the Customer’s bank account provided at the time of the refund request. No cash refunds will be issued for COD orders under any circumstances. Furthermore, payments made via digital methods, including wallets, UPI, debit/credit cards, or net banking, refunds will be credited strictly to the same source account used for the original transaction.
7.4 The Company reserves the right to adjust the refundable amount against any outstanding dues, unpaid invoices, delivery charges, or prior liabilities owed by the Customer.
7.5 Any transaction fees, payment gateway charges, convenience fees, or platform commissions incurred during the original transaction may be deducted from the refundable amount, where applicable and permitted by law.
7.6 Refund confirmation provided by the Company shall serve as proof of initiation. Customers are advised to contact their respective bank or payment provider for updates once the refund has been processed.
7.7 In the event of a refund failure due to incorrect banking details provided by the Customer, the Company shall not be liable for delays. No interest shall be payable on any refunded amount, regardless of processing duration.
8. POLICY AMENDMENTS
8.1 KMછો Canine reserves the right to modify, amend, update, or replace this Refund Policy, in whole or in part, at any time without prior individual notice to Customers. The applicable version of the Refund Policy shall be the version published and in effect at the time the order is placed, unless otherwise expressly stated by the Company.
8.2 Any amendments or revisions shall become effective immediately upon publication on the Company’s official communication platforms, website, or other publicly accessible channels.
8.3 Continued use of the Company’s services, including placement of orders after the updated policy becomes effective, shall constitute deemed acceptance of the revised terms.
8.4 The Company shall not be obligated to provide direct notification of policy changes to individual Customers; it is the Customer’s responsibility to review the latest version of the Refund Policy periodically.
8.5 In the event that any provision of this Refund Policy is held to be invalid, unlawful, or unenforceable under applicable law, the remaining provisions shall remain valid and enforceable to the fullest extent permitted.
9. FORCE MAJEURE
9.1 The Company shall not be liable to fulfill refund or delivery obligations due by events beyond reasonable control, including but not limited to acts of God, natural disasters, governmental restrictions, pandemics, exceptionally severe weather, fire, explosion, war, civil disorder, industrial disputes, labor disruptions, or supply chain interruptions. Force majeure events shall also include transportation failures, road blockages, fuel shortages, power outages, refrigeration breakdowns caused by external grid failure, cyber-attacks, server downtime, payment gateway disruptions, acts or omissions of third-party logistics partners, and sudden unavailability of key raw materials despite reasonable procurement efforts. In the event of a force majeure occurrence, the Company’s obligations shall be suspended for the duration of such event, and the time for performance shall be extended accordingly without liability.
9.2 The occurrence of a force majeure event shall not constitute a breach of these Terms by the Company.
10. CONTACT INFORMATION
For refund-related queries or support:
KMછો Canine62, Highway Mall
Ahmedabad, Gujarat 382424
India
Phone: +91 7043759777
Website: www.kmcho.co.in
Email:[email protected]