Effective Date: 04/05/2025
At ChotPot, we are committed to delivering clean, hygienic, and high-quality dining experiences. Every restaurant on our platform is monitored regularly, and we review their materials for safety and quality.
Please note:
ChotPot is a delivery platform. We do not cook or prepare food. Restaurants are responsible for food quality, taste, and quantity. Our role is to ensure timely delivery and provide reliable support whenever needed.
The restaurant is fully responsible for issues related to taste or cooking quality.
If the restaurant accepts the customer's complaint, a refund will be issued.
ChotPot verifies all complaints thoroughly.
If the restaurant rejects the complaint after verification, no refund will be provided.
Both prepaid and COD orders may be cancelled while the order is still in Pending status.
If cancelled while Pending:
Full refund will be issued to the original payment method within three to five business days.
If the order status shows Handover:
Refund is not allowed because the order has already been prepared and handed to the delivery partner.
For urgent help, customers should contact Live Chat or Customer Support immediately.
ChotPot takes responsibility when the food container or packet is cracked, damaged, or causes the food to spoil during delivery.
You must report the issue to customer support or live chat within 30 minutes of delivery.
Complaints made after 30 minutes will not be accepted.
For prepaid orders, no refund will be provided if the delivery partner reaches the location on time but cannot deliver due to customer issues such as:
Not answering calls
Wrong or incomplete address
Being unavailable
Ordering from outside the serviceable zone
Restaurants are responsible for quantity accuracy and missing items.
Refund will be provided only if the restaurant accepts the complaint.
To submit a complaint:
Contact support immediately after delivery
Provide photos as proof
Submit within 30 minutes
Complaints after 30 minutes will not be accepted.
If the order is significantly delayed due to a platform issue and the customer refuses to accept it, a full refund will be provided for prepaid orders.
However, no refund will be issued if the delay is caused by external factors such as traffic, accidents, railway gate closures, road blockages, or other unavoidable situations.
If an alternative delivery arrangement is made and the order still arrives, refusing the order will not qualify for a refund.
Reminder:
The restaurant is fully responsible for taste-related complaints.
Open the order in the ChotPot app
Go to Order Support or Help/Support
Enter your Order ID
Attach photos or evidence
Submit the request within 30 minutes of delivery
Prepaid order refunds are processed within 5–7 working days to the original payment method.
For COD orders, refunds will be issued to the ChotPot Wallet or through a bank transfer after collecting customer details.
Mistakes are forgivable — but at ChotPot, we work hard to make them rare.
