Refund and Return Policy

1. Subscription Framework

NastaBox operates on a pre-paid subscription model where parents purchase plans (e.g. 10-day, 20-day, or 30-day meal plans) for desk delivery of school meals. Since ingredients are sourced fresh and operations are pre-planned based on volume:

• Purchased subscription plans are non-refundable once the cooking and active service cycle starts, except under specific circumstances outlined below.
• Subscriptions do not expire on fixed calendar dates; they extend automatically based on the number of actual days meals are cooked and successfully delivered.

2. Absence & Meal Rollovers

We understand that children fall sick or have days off. NastaBox does not charge for missed days, provided you notify us in advance:

The 8:00 AM Rule: If your child is going to be absent, you must mark them as absent in the NastaBox Parent App **before 8:00 AM** on the day of delivery.

• Timely Absence Notification: If marked absent before 8:00 AM, the delivery is cancelled, the meal credit is saved, and your subscription validity is extended by 1 day. No money or meal credit is lost.
• Late Notification: If you mark the child absent after 8:00 AM, the meal preparation will have already concluded, and the meal will be dispatched to the school. In this case, the credit is consumed, and no rollover or refund is available.

3. Refund Eligibility Criteria

You may request a partial, pro-rated refund of your remaining subscription balance under the following conditions:

• Relocation outside Service Areas: If you move to a new school or residential sector that is outside our serviceable pincodes. (Requires 7 days notice and verification of new address).
• Long-Term School Closures: If the school is closed for holidays, exams, or unforeseen circumstances for a continuous duration exceeding 14 calendar days, and you do not wish to hold credit.
• Operational Deficiencies: If NastaBox fails to deliver meals on three or more consecutive days due to kitchen hub closures or delivery failures.

4. Prorated Refund Calculations

When a refund is approved, it will be calculated on a prorated basis:

Please note that any discounts, cashback, or promotional coupon credits applied at the time of purchase will be deducted from the final refund calculation.

5. Processing Timelines

Once approved by our support team, refunds are issued immediately. The funds will be credited back to your original source of payment (credit/debit card, UPI, net banking, or wallet) via our PG provider (Cashfree) within **5 to 7 business days**, depending on your bank's processing cycles.

6. Damaged, Wrong, or Delayed Deliveries

We enforce strict quality control. If a meal is delivered damaged, does not match your chosen category, or is delayed past the school's break-time:

• Please contact us instantly via the App's Support section or call us at our helpline.
• We will process a full single-day credit rollover or refund the single-day meal value back to your wallet immediately, with no questions asked.

7. Contact Support for Refunds

To initiate a refund request, pause your plan, or raise a delivery dispute, please reach out to us: