Refund & Cancellation Policy
Effective Date: 28 January, 2026
Last Updated: 28 January, 2026
This Refund & Cancellation Policy ("Policy") explains when you can cancel an order and when you may receive a replacement, refund, or store credit for orders placed on Mirako Pizzerria ("we", "us", "our") through our website, application, or WhatsApp ordering (collectively, the "Platform"). Mirako Pizzerria is operated by Mirako Eats Private Limited. By placing an order, you agree to this Policy.
Important: Food is freshly prepared and perishable. We do not accept physical returns of delivered food. Eligible cases are resolved through replacement, refund, or store credit as described below.
1) Scope
This Policy applies only to orders placed directly on Mirako Pizzerria's Platform.
If you order through third-party platforms (for example, Swiggy, Zomato, or others), cancellations and refunds are governed by that platform's policies and support process.
2) Definitions
β’ "Order" means your confirmed purchase request on our Platform.
β’ "Accepted" or "In Preparation" means we have started processing your order in the kitchen.
β’ "Dispatched" means the order has left the outlet or has been handed to a delivery partner.
β’ "Replacement" means re-making and providing the affected item(s), where feasible.
β’ "Store Credit" means credit issued to your Mirako account or phone number for future orders, where this feature is available on the Platform.
β’ "Net Amount Paid" means the amount you actually paid after applying offers or discounts, excluding any non-refundable coupon value.
3) Customer Cancellations
3.1 When cancellation is allowed
You may cancel an order only within the cancellation window shown on the Platform and only before the order status changes to "Accepted" or "In Preparation", or any earlier cut-off shown at checkout.
3.2 When cancellation is not allowed
Cancellation is not available once the order is:
β’ Accepted or In Preparation,
β’ Dispatched, or
β’ Completed or Delivered.
This is because items are freshly prepared and cannot be resold.
3.3 How to cancel
Use the cancellation option available on the Platform. If cancellation is not available, contact support immediately with:
β’ Order ID
β’ Registered phone number
β’ Reason for cancellation
Note: Support can cancel only if the order has not entered preparation.
4) Cancellations by Mirako
We may cancel an order in situations including:
β’ item or size unavailability, equipment failure, store overload, or outlet closure,
β’ delivery address outside the serviceable area,
β’ the customer being unreachable for confirmation or delivery coordination,
β’ suspected fraud or misuse,
β’ safety concerns or force majeure events.
If we cancel a prepaid order, we will initiate a refund in accordance with Section 8.
5) No Return Policy for Perishable Goods
For food safety and hygiene reasons, returns are not accepted once the order is delivered, served, or picked up. If there is an issue, you may be eligible for a replacement, refund, or store credit under Sections 6 to 10.
6) Eligible Scenarios for Replacement, Refund, or Store Credit
The resolution offered will be determined by us based on verification and feasibility.
6.1 Missing item(s)
If an item is missing from your order, we may:
β’ deliver the missing item, where feasible, or
β’ issue a refund for the missing item, or
β’ provide store credit equivalent to the missing item value.
6.2 Wrong item(s) delivered
If you receive the wrong item, we may:
β’ replace it with the correct item, or
β’ issue a refund or store credit for the affected item, on a case-by-case basis after verification.
6.3 Spillage or severe damage in transit
If packaging is severely damaged or the order is spilled and unfit to consume, we may:
β’ offer a replacement, or
β’ issue a refund or store credit, after verification.
6.4 Quality concern
If there is a genuine quality issue attributable to us (for example, freshness concerns or an item that is undercooked or overcooked), we may offer a replacement, refund, or store credit after verification.
6.5 Non-delivery of a prepaid order
If payment was successful but the order was not delivered, you are eligible for a full refund or a free replacement after verification.
7) Reporting Window and Evidence
7.1 Time limit to report
You must report issues within:
β’ delivery orders: within 30 minutes of delivery,
β’ takeaway or pickup orders: before leaving the counter or outlet, and
β’ dine-in orders: immediately during service.
Requests raised after this window may be declined because verification becomes unreliable.
7.2 Evidence required
To help us resolve issues faster, we may request:
β’ Order ID and phone number
β’ clear photos of the items received and packaging, and the invoice or label (if any),
β’ a short description of the issue.
We may request additional information where necessary (for example, delivery details, call logs, or OTP confirmation where applicable).
False claims or repeated misuse may result in refusal of refund or replacement, and may lead to restriction of Platform access.
8) Refund Method and Timelines
8.1 Refund method
β’ Refunds are generally processed to the original payment method used (UPI, card, netbanking, or wallet).
β’ For eligible cash-on-delivery orders, refunds are typically provided through UPI or bank transfer after collecting the required details, or as store credit where supported.
8.2 Timelines
β’ Approval or confirmation is usually completed within 24 to 48 hours after receiving complete details and evidence.
β’ Refund initiation is typically done within 24 to 72 hours after approval.
β’ The final credit to your account commonly takes 5 to 7 business days, and may vary depending on your bank, payment method, and payment networks.
Banking and payment partners control the final credit timing after we initiate the refund.
8.3 Partial refunds
We support partial refunds where appropriate (for example, a missing item or a wrong add-on). The refund amount is based on the affected item(s) and the net amount paid.
9) Payment Failure, Duplicate Debit, or Excess Debit
9.1 Amount debited but order not confirmed
If your account is debited but the order is not confirmed or created, the amount is usually auto-reversed by the bank or payment network. If it is not reversed, we will verify and assist with processing a refund.
9.2 Duplicate or excess debit
If you are charged more than once for the same order, we will verify and initiate a refund for the duplicate or excess amount.
To report this, share:
β’ Order ID (if available)
β’ transaction reference or UTR
β’ screenshot or bank statement snippet showing the debit
10) Not Eligible Scenarios
A replacement, refund, or store credit may be declined if:
β’ you changed your mind after the order was accepted or entered preparation,
β’ an incorrect address or contact details were provided and delivery failed after dispatch,
β’ the customer was unreachable or unavailable at the delivery location after reasonable attempts post-dispatch,
β’ the complaint is raised outside the reporting window without verifiable proof,
β’ items are substantially consumed, except in genuine safety or quality issues clearly attributable to us,
β’ issues arise due to factors outside our control (for example, mishandling after delivery, or delays due to force majeure, traffic, or weather), unless the product is unfit to consume and evidence supports it.
11) Offers, Coupons, and Fees
β’ Coupon or discount value is non-refundable. Refunds, if approved, are computed on the net amount paid.
β’ Delivery, packing, or platform fees may be non-refundable where the service has already been performed, such as when the order has been dispatched. We handle such cases on a case-by-case basis.
12) Force Majeure
We are not liable for delays or failures caused by events beyond reasonable control (including natural disasters, government actions, network outages, strikes, or severe weather). Where feasible, we will still work toward a fair resolution.
13) Support and Grievance Redressal
For support or complaints:
β’ Customer Support Phone: +91 7844099998
β’ Customer Support Email: mirakoeats@gmail.com
β’ Registered Office / Principal Address: #607, Singasandra, Begur Hobli, Bengaluru β 560068, Karnataka, India
Grievance Officer (as per applicable law):
β’ Name: SURESHBABU NATARAJAN
β’ Designation: Grievance Officer
β’ Email: mirakoeats@gmail.com
β’ Address: #607, Singasandra, Begur Hobli, Bengaluru β 560068, Karnataka, India
β’ Working Hours: 11 AM to 7 PM
β’ Complaint acknowledgement: within 48 hours
β’ Complaint resolution: within 1 month
14) Policy Updates
We may update this Policy periodically. The latest version posted on the Platform applies to new orders.