Harborstay Grand Logo Staff Login
Legal & Policies

Cancellation & Refund Policy

We strive to provide you with the best dining experience. Due to the perishable nature of food, our cancellation and refund policies are structured based on the stage of your order preparation.

1. Order Cancellations by Customer

  • Before Order Acceptance: If you placed an order via the QR menu and our kitchen has not yet accepted it, you may request a cancellation by immediately speaking to our staff. If approved and you paid online, a full refund will be initiated.
  • After Order Acceptance & Preparation Started: Once the kitchen has accepted the order and began preparing the food, we cannot accept cancellations. No refunds will be provided in this scenario as the ingredients are already committed.

2. Order Cancellations by Restaurant

We reserve the right to cancel your order if:

  • An item you ordered is suddenly out of stock or unavailable.
  • There is a technical issue preventing us from fulfilling the order.

If we cancel your order and you have already paid online, we will initiate a Full Refund to your original payment method.

3. Failed or Duplicate Payments

  • Failed Payments: If money is deducted from your account but the order is not confirmed, the payment gateway will automatically reverse the transaction within 5-7 business days.
  • Duplicate Payments: If you were charged twice for the same order due to a network error, please notify our staff at the billing counter with proof of payment. We will verify the transaction and initiate a refund for the duplicate amount.
  • Incorrect Payment Amount: If there is a discrepancy between your bill and the amount charged online, we will provide a partial refund for the excess amount.

4. Refund Processing Timeline

All approved refunds for online payments are processed back to the original source account (Credit Card, Debit Card, Net Banking, or UPI). Please allow 5 to 7 business days for the amount to reflect in your account, depending on your bank's processing times.

5. How to Request a Refund

For immediate concerns while dining, please speak to the restaurant manager. For post-visit refund inquiries regarding online payments, please contact us via our Contact Us page with your order details and payment reference number.