Customer Order Protection

Refund & Cancellation Policy

Effective Date: October 15, 2026• Urban Chaat & Snacks Canadian Flagship

At Urban Chaat & Snacks, we aim to provide a reliable ordering experience. This policy explains how order cancellations, payment failures and refund requests are handled.

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Section 1

1. Order Cancellation Requests

If you need to cancel an order, please contact us as soon as possible and provide your order number. Cancellation eligibility depends on the order's preparation status, the circumstances of the request and applicable law.

⚠️ Kitchen Preparation Notice: Orders already being prepared or completed by our kitchen chefs may not always be eligible for cancellation.
Section 2

2. Restaurant-Initiated Cancellation

If the restaurant cannot fulfil an order because of product unavailability, operational issues or another valid reason, the customer will be informed. Where payment has already been collected, an eligible refund will be initiated according to the applicable refund process.

Section 3

3. Online Payment Failures

If a payment attempt fails, the order may remain unpaid or pending, depending on the transaction status. If an amount has been debited despite a failed or unconfirmed payment, please contact us with your order number and payment reference. We will verify the transaction and arrange the appropriate resolution.

Section 4

4. Duplicate Payments

If you believe that you have paid twice for the same order, please share the relevant transaction references. We will investigate the duplicate transaction and process any confirmed eligible refund.

Section 5

5. Incorrect or Missing Items

If you receive an incorrect or incomplete order, contact us promptly with your order number and a description of the issue. Supporting photographs may be requested where relevant.

We will review the complaint and determine an appropriate resolution in accordance with applicable law and the circumstances of the case.

Section 6

6. Refund Method

Where practical, refunds for electronic payments will be processed through the original payment method or the payment provider's supported refund mechanism.

For cash payments, any approved refund method will be communicated by the restaurant counter staff.

Section 7

7. Refund Processing Time

Refund initiation and the time taken for the funds to appear in your account may depend on the payment provider, bank and transaction method. We will communicate the refund status when the relevant information is available.

Section 8

8. Non-Refundable Circumstances

A refund request may be declined where the order has been correctly fulfilled and the complaint does not establish a valid basis for a refund, subject always to applicable consumer rights and law.

Section 9

9. How to Request a Refund

To expedite your review, please contact our restaurant management team with the following required details:

#1
Order Numbere.g. UC-1024 as shown on your confirmation receipt.
#2
Order Date & TimeTimestamp when order was placed or picked up.
#3
Payment MethodCounter Cash, Debit, Credit Card, or Online Gateway.
#4
Transaction ReferenceBank authorization code or payment gateway ref (if applicable).
#5
Reason for RequestDetailed description of the issue or discrepancy.
#6
Supporting PhotographsPhotos of the dish packaging or receipt, where relevant.
Section 10

10. Contact Information

For refund inquiries, payment clarifications, or cancellation assistance, please contact our team immediately:

Customer Support Emailinfo@urbanchaatsnacks.ca
Restaurant LocationUnit 34, 50 Maritime Ontario Blvd,
Brampton, ON, Canada L6S 0E7
Restaurant Contact Number+1 (905) 793-1112
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