Refund & Cancellation Policy

This policy applies to online orders and reservations placed with The La Gardenia. It forms part of our Terms & Conditions and does not limit your rights under the Consumer Protection Act, 2019.

1. Cancelling an order

• Because every dish is prepared fresh to order, an order can be cancelled only before our kitchen starts preparing it — usually within a few minutes of placing it.
• To cancel, call us immediately at +91 91299 68966 with your order code. Cancellation requests by email or contact form may not be seen in time and are not guaranteed.
• If preparation has not started, we will cancel the order and refund any amount paid in full.
• Once preparation has started, the order cannot be cancelled or refunded.

2. If we cancel your order

If we are unable to fulfil a confirmed order — for example, an item becomes unavailable, your address is outside our delivery area, or due to an event beyond our control — we will inform you as soon as possible and refund any amount paid in full.

3. Failed or pending payments

If money is debited from your account but the order is not confirmed, the transaction is automatically reversed by our payment aggregator (Razorpay) to your original payment method, typically within 5–7 business days. If the amount does not reflect after 7 business days, contact us with the payment reference and we will follow up with the gateway.

4. Problems with a delivered or collected order

• If an item is missing, incorrect, or has a genuine quality issue, contact us within 2 hours of delivery or pickup at +91 91299 68966, with your order code and, where possible, a photograph of the item.
• After verifying the issue, we will — at your choice and our reasonable discretion — replace the item, offer a credit, or refund the price of the affected item(s).
• Taste preferences (for example, a dish being spicier or milder than expected) and delays you cause (an incorrect address or being unreachable) are not eligible for a refund.

5. How refunds are paid

• Refunds for online payments go back to the original payment method (card, UPI, netbanking) via Razorpay, normally within 5–7 business days of our approving the refund. Actual credit timelines depend on your bank.
• For pay-on-pickup / pay-on-delivery orders where no payment was collected, no refund arises; verified quality issues are resolved by replacement or credit.
• We do not charge any fee for processing a refund.

6. Reservations

Table reservations can be cancelled or rescheduled free of charge by calling us. We do not take advance payments for regular reservations. For private events or large-group bookings that involve an advance, cancellation terms will be agreed in writing at the time of booking.

7. Raising a complaint

For any refund-related grievance, contact our Grievance Officer (details on our Terms & Conditions page) by phone at +91 91299 68966, by email at hello@thelagardenia.com, or through our contact page. We aim to resolve refund complaints within 7 business days. You may also approach the District Consumer Disputes Redressal Commission, Lucknow. Disputes are subject to the jurisdiction of the courts at Lucknow, Uttar Pradesh.