This policy explains when and how orders placed with HIOC can be cancelled and how refunds are handled. Because we prepare fresh food to order, timing matters — please read the cancellation windows below.
1. Cancellation by you
- Before the order is accepted: you can cancel free of charge directly from your order status page. If you paid online, you receive a full refund.
- After the order is accepted / preparation has begun: the order cannot be cancelled from the app, as we may have already started making it. Please contact the counter at +91 56279 63898; any refund in this case is at our discretion based on how far preparation has progressed.
2. Cancellation / rejection by us
If we cannot fulfil your order (for example, an item is out of stock, we are at capacity, or we are closing), we will cancel or reject it and notify you with the reason. If you paid online, you receive a full refund to your original payment method.
3. Refunds
- Refunds are issued to the original payment method via our payment gateway. Orders paid at the counter are refunded in cash at the counter where applicable.
- Once approved, online refunds are typically processed within 5–7 business days, subject to your bank/UPI provider's timelines.
- Partial refunds may apply where only part of an order could not be fulfilled or was already partly prepared; the refundable amount is determined by our manager and communicated to you.
4. Quality issues
If something is wrong with your order, please tell us at the counter at pickup or contact us the same day at +91 56279 63898 or business.highoncaff@gmail.com. We will replace the item or issue a refund where appropriate.
5. Non-refundable situations
- Orders collected and consumed without a reported issue.
- No-shows where the order was prepared and held for pickup.
- Change of mind after preparation has begun.
6. How to request a refund
Contact us with your order number (shown on your confirmation, e.g. HIOC-00XXXX) at business.highoncaff@gmail.com or +91 56279 63898. We aim to respond within 2 business days.
7. HIOC Ritual (prepaid coffee plans)
HIOC Ritual is a prepaid plan of coffee cups, bought online or at the counter. These rules apply to it in addition to the sections above.
- Buying: a HIOC Ritual belongs to the account of the mobile number it was bought with, and is ready as soon as payment is confirmed. The plan, your drink and size, the number of cups, the validity and the price are shown before you pay.
- Validity: counted in calendar days in Indian Standard Time, starting on the day you buy it. A 7-day plan bought on a Monday can be used through Sunday night, and ends at midnight after that.
- Price and top-ups: you choose a drink and size when you buy, and the price is the cups you pay for times that size's menu price, with GST where it applies. A later change to the menu price does not change a HIOC Ritual you have already bought. Each cup pays for one drink, up to the price of the drink you chose (the size and any add-ons count towards it). Only drinks marked as covered can be paid with a cup. If a drink costs more than your drink's price, you pay the difference.
- Sharing: the account holder's cups can be used for anyone in the holder's own order. At the counter, give the mobile number on your account so we can find your HIOC Ritual.
- Refunds: a HIOC Ritual can be refunded only if none of its cups has been used: at the counter, or to the original payment method for an online purchase. Once a cup has been used it cannot be refunded, and a refund cancels the whole HIOC Ritual.
- Expired cups: cups that are not used before the plan ends are not refunded and are not carried over to another plan.
- Cancelled orders: if an order paid with cups is cancelled, rejected or fully refunded, the cups go back to your HIOC Ritual, for the rest of its validity.
- Changes: we may change the price, the number of cups, the validity or the drinks covered, or stop selling a plan, for future purchases only. A HIOC Ritual you have already bought keeps the terms it was bought on.