Refund & Cancellation Policy

Proconcept Gourmet Services Private Limited

This Refund & Cancellation Policy applies to all services and products offered by Proconcept Gourmet Services Private Limited (“Company”, “we”, “our”, or “us”) under its brands:

By placing an order with us, you agree to the terms below.

1. General Policy Principles

• Most confirmed orders involve procurement of raw materials, manpower allocation, and production scheduling.
• Refund eligibility depends on the type of service and timing of cancellation.
• All cancellation requests must be submitted in writing via email or official communication channels.

2. Catering Services (Concept Foods)

2.1 Booking Confirmation

• Catering bookings are confirmed only upon payment of the agreed advance amount (typically 50% unless otherwise stated).
• The remaining balance must be paid before or on the event date as agreed.

2.2 Cancellation Timeline & Refund Structure

More than 7 Days Before Event

• 75% of advance refundable
• 25% retained towards administrative and procurement expenses

3–7 Days Before Event

• 50% of advance refundable
• 50% retained towards ingredient procurement and staffing allocation

Less than 72 Hours Before Event

• No refund of advance payment
• Full payment may be due if production has commenced

2.3 Reduction in Guest Count

• Final guest count must be confirmed at least 72 hours before the event.
• Post-confirmation reductions may not be eligible for refund.
• Increases in guest count are subject to availability and additional charges.

2.4 Postponement Policy

• One-time event rescheduling may be permitted subject to availability.
• Advance payment may be adjusted to the new date.
• Revised pricing may apply if rescheduled beyond 30 days.

3. Bakery Orders (Parfait Cakes and Bakes)

3.1 Standard Orders

• Orders may be cancelled at least 24 hours before scheduled pickup/delivery.
• 80% refund if cancelled within this timeframe.
• No refund for cancellations within 24 hours.

3.2 Customized & Designer Cakes

• No cancellation once design approval is given.
• No refund once production has started.
• Minor design variations do not qualify for refund.

3.3 Same-Day Orders

• Same-day orders are non-cancellable and non-refundable once confirmed.

4. Retail & Packed Food Orders (Little Bites)

• Orders cancelled before dispatch: 90% refundable.
• Orders cancelled after dispatch: Non-refundable.
• Perishable goods cannot be returned once delivered.

5. Delivery Issues & Product Concerns

• Notify us within 2 hours of delivery.
• Provide photographs and order details.
• Claims submitted beyond 24 hours may not be entertained.

Refund or replacement may be considered only if:

• Incorrect item delivered
• Significant quality issue
• Order damaged in transit

The Company reserves the right to inspect and verify claims before processing refunds.

6. Non-Refundable Situations

• Change of mind after preparation
• Minor aesthetic variations in handmade or customized items
• Incorrect delivery details provided by customer
• Delays caused by factors beyond our control
• Force majeure events

7. Refund Processing Timeline

• Approved refunds will be processed within 7–14 business days.
• Refunds will be credited to the original mode of payment.
• Bank processing timelines may vary.

8. Force Majeure

In circumstances beyond our control (natural disasters, government restrictions, supply chain disruptions, pandemic restrictions):

• Refunds may be adjusted after deducting actual costs incurred.
• Postponement options may be offered where possible.

9. Company Discretion

All refund and cancellation decisions are subject to review and final approval by Proconcept Gourmet Services Private Limited.

10. Contact for Cancellation & Refund Requests