Last updated: January 2026
1. Our Commitment
SastaKhana is built on trust between customers and vendor partners. We aim to make every transaction fair. This policy explains when refunds are available and how to request them.
2. When You Are Eligible for a Refund
You are eligible for a full refund in the following circumstances:
- Vendor cancels your reservation: If a vendor cancels a confirmed reservation, you will receive a full refund automatically.
- Vendor is closed during pickup window: If you arrive during the stated pickup window and the vendor is unable to fulfil your order, contact us immediately for a full refund.
- Food is unsafe or significantly different: If the food received is unsafe to eat or materially different from what was listed, contact us within 2 hours of pickup with a description and photo.
- Technical error in payment: If you were charged incorrectly due to a technical error, we will correct and refund the difference.
3. When Refunds Are Not Available
- If you do not collect your reservation within the stated pickup window, no refund is available. The vendor has held your order in good faith.
- If you cancel after the cancellation deadline stated in the app at the time of reservation.
- If you changed your mind after collecting the order.
- If the food differs from your personal taste preferences but was accurately described.
4. Cancellation Before Pickup
You may cancel a reservation before the cancellation deadline shown in the app. The deadline varies by vendor and deal type but is always displayed clearly before you confirm your reservation. Cancellations before the deadline are eligible for a full refund.
5. How to Request a Refund
To request a refund, contact us at support@sastakhana.com or message us on WhatsApp at +92 329 4475641 with:
- Your name and registered email or phone number
- The order or reservation reference number
- A brief description of the issue
- A photo if the issue relates to food quality or incorrect items
6. Refund Processing
Approved refunds are processed within 3 to 5 working days to your original payment method. We will confirm by email or WhatsApp when the refund has been initiated.
7. Contact
For refund questions, contact support@sastakhana.com or WhatsApp +92 329 4475641. We respond within 24 hours.