Cancellation, refund, return & delivery policy

1. Service delivery

bimi provides an in-home cooking service. A Home Cook prepares the selected dishes at the address and time shown in your confirmed booking. You supply the listed ingredients and a safe, workable kitchen unless your booking expressly says otherwise. We do not ship meals or other physical goods, and there is no shipping charge.

Available dates and times are shown before you book. Arrival and cooking times are estimates and can be affected by travel, ingredient readiness, and kitchen conditions. If we expect a material delay, our team will contact you about the available options. If we cannot deliver a confirmed booking, you may accept an alternative cook or time; otherwise we will cancel it and refund the amount paid for that booking.

2. Changes and customer cancellation

For a confirmed booking, contact our team using the WhatsApp support link in the app or email founders@trybimi.in; we go by the time your message reaches us. Cancelling and rescheduling are free at least 15 minutes before the booking starts. With less than 15 minutes remaining, each costs ₹15, including any applicable GST, unless the change is needed because of us. Both lock at the start time. Changes depend on cook and slot availability, and a revised dish selection may change the price. We will tell you any revised amount before charging it.

If you cancel a confirmed booking at least 15 minutes before its start time, you get back the full amount paid. If you cancel later, you get back the amount paid less ₹15. A late rescheduling fee of ₹15 is paid online before we confirm the new time. From the start time, a booking can't be cancelled or rescheduled. If your Home Cook is late, use Get help in the app; section 4 covers other problems with the service. A cancellation fee never exceeds the amount paid. No fee applies when a change is needed because of us.

3. Refunds and timelines

If bimi cannot deliver a confirmed booking and you do not accept an alternative, we refund the full amount paid for that booking. If you cancel, the refund is the amount paid, less ₹15 if you cancel less than 15 minutes before the start time. For service issues, we communicate the approved refund amount after review. A free booking has no payment to refund. Cash shown as due is not a payment received; uncollected cash is waived.

When you cancel, we ask where you want the refund: your bimi wallet, credited as soon as we confirm the cancellation, or the original payment method, refunded within 7 business days. If you don't choose, it goes to your wallet. Other approved refunds follow the same choice within 7 business days of the refund decision. Wallet credit can be used only on future bimi bookings and cannot otherwise be withdrawn or transferred. Money received in cash can be returned by UPI to an ID you supply. Historical refunds are not credited again.

If a payment succeeds but no booking can be confirmed, we return it to the original payment method after verifying the payment status. Your bank or payment provider controls when that return appears. Contact us with your booking or payment reference if the expected credit has not appeared.

4. Returns, exchanges and service issues

The cooking takes place in your home and there is no shipped product to return or exchange. There is no physical return window or return-shipping cost. Once cooking has been performed, the service itself cannot be physically returned.

Please report a missing, incomplete, or unsatisfactory service within 48 hours of the scheduled visit so we can investigate while the details are fresh. Email founders@trybimi.in with your booking reference, what happened, and any relevant photos you choose to share. We will review a suitable remedy, including a refund where appropriate. This reporting request does not limit your rights under applicable consumer law.

5. Contact and complaints

For delivery, cancellation, refund, return, or service complaints, email founders@trybimi.in or call the number below. Include your booking reference and the phone number used to book. We acknowledge complaints within 48 hours, send you a copy as recorded, and resolve them within one month of receipt. If further investigation is needed, we will update you.

See also our Terms & Conditions and Privacy Policy.