Refunds & Cancellation Policy

Last Updated: January 6, 2026
Cakesify is a marketplace platform that connects customers with independent sellers (“Sellers”) offering freshly prepared and perishable food products. All delivery is carried out by the Seller directly or through third-party logistics providers engaged by the Seller. Cakesify does not provide delivery services.
By placing an order on the Cakesify website or mobile application (“Platform”), you agree to the terms set out below.

1. Role of Cakesify
1.1 Cakesify acts solely as a technology platform facilitating order placement between customers and Sellers.
1.2 The Seller is solely responsible for preparation, packaging, dispatch, delivery, and compliance with food safety, hygiene, and delivery commitments.
1.3 Cakesify does not operate, manage, or control any delivery vehicles, riders, or logistics services.

2. Delivery Methods
2.1 Orders may be delivered by:
The Seller directly; or
A third-party logistics service provider engaged by the Seller.
2.2 Delivery is available only within the Seller’s serviceable area as displayed on the Platform.

3. Definitions
Order Placement: When the customer places an order on the Platform.
Order Acceptance: When the Seller confirms the order. An order is not confirmed until accepted by the Seller.
Preparation Time: Time required by the Seller to prepare the Product after acceptance. This varies by Product and Seller.
Delivery Time: The point at which the Product is handed over to the customer at the delivery address by the Seller or delivery agent.

4. Order Acceptance & Confirmation
4.1 All orders are subject to Seller acceptance.
4.2 Sellers shall have up to twenty-four (24) hours from order placement to accept or decline an order.
4.3 An order is deemed confirmed only after Seller acceptance.
4.4 If the Seller does not accept or declines the order within this period, the order shall be cancelled and any amount paid shall be refunded.

5. Preparation Time & Customer Responsibility
5.1 Products offered on Cakesify are typically freshly prepared and may require varying preparation times depending on the Product, customization, and Seller capacity.
5.2 Customers are required to review the preparation time, product description, and delivery conditions before placing an order.
5.3 Some Products may require extended preparation and may not be suitable for urgent or same-day delivery.
5.4 Cakesify shall not be responsible for delays arising from preparation time disclosed or implied at the time of ordering.

6. Delivery Timelines
6.1 Any delivery timelines shown on the Platform are indicative estimates only and are provided for convenience.
6.2 Actual delivery depends on multiple factors including:
Product type and preparation requirements
Seller readiness and workload
Distance and delivery location
Traffic, weather, and other external conditions
6.3 Cakesify does not guarantee delivery within any specific time period.
6.4 Cakesify shall not be liable for any delay in delivery, regardless of whether an estimated time was displayed.

7. Delivery Charges
7.1 Delivery charges, where applicable, are determined by the Seller or their logistics provider and will be displayed before order confirmation.
7.2 Customers must review all charges prior to placing the order.

8. Delivery Process
8.1 The Seller or delivery agent may contact the customer by call, SMS, or email to facilitate delivery.
8.2 Delivery is deemed complete once the Product is handed over to the customer or to any person present at the delivery address provided by the customer.
8.3 If multiple Products are ordered, they may be delivered together or separately based on Seller logistics and availability.

9. Customer Availability & Address Accuracy
9.1 Customers must provide accurate delivery details and ensure availability at the delivery address.
9.2 Failed delivery due to incorrect address, refusal, unavailability, or inability to contact the customer shall not qualify for refund, replacement, or compensation.

10. Delays & Non-Guarantee of Time
10.1 While reasonable efforts are made by Sellers to deliver orders in a timely manner, delays may occur due to external or operational factors.
10.2 Cakesify shall not be responsible for any loss, inconvenience, or mental distress caused due to delayed delivery.
10.3 Orders cannot be cancelled and no refunds shall be issued solely on the basis of delivery delays, irrespective of estimated delivery time displayed on the Platform.

11. Damage During Transit
11.1 Refunds are permitted only in cases of verified damage occurring during transit or delivery, strictly in accordance with the Refund, Return & Cancellation Policy.
11.2 Claims must be reported within the specified time with valid proof.
11.3 Cakesify is not responsible for mishandling by Sellers or third-party logistics providers; however, verified transit damage may be addressed as per platform policy.

12. No Returns, Exchanges or Cancellations
12.1 Food and perishable items are not eligible for return or exchange once delivered.
12.2 Orders cannot be cancelled after they have been accepted by the Seller.
12.3 Orders cannot be refused at the time of delivery and cannot be returned to the delivery personnel.

13. Seller Responsibility
13.1 The Seller is solely responsible for:
Product quality, safety, and hygiene
Proper packaging for delivery
Accurate fulfillment of orders
Delivery execution
13.2 Any failure by the Seller may lead to internal action under the Seller Agreement, including warnings, penalties, suspension, or termination.
13.3 Such action does not automatically entitle customers to refunds unless the issue qualifies as transit damage under applicable policy.

14. Force Majeure
Cakesify shall not be liable for any delay or failure in delivery caused by events beyond reasonable control including but not limited to natural disasters, government restrictions, strikes, or system failures.

15. Contact & Support
For order tracking, delivery-related concerns, or reporting transit damage, customers may contact Cakesify Support through the official channels available on the Platform.

16. Governing Law & Jurisdiction
This policy shall be governed by the laws of India. Courts in Kerala shall have exclusive jurisdiction.