ChotPot Refund Policy
Effective Date: [04/05/2025]
ChotPot is always committed to providing clean and hygienic dining services. ChotPot regularly checks the materials used by each restaurant on its platform. Please remember that ChotPot only establishes a delivery connection with restaurants — that is, ChotPot is solely a delivery platform and does not prepare or cook any food itself.
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1. Refund Eligibility
A. Food Taste-Related Issues
The restaurant is fully responsible for any problems related to the taste of the food. If the restaurant accepts the customer’s complaint, the customer’s money will be refunded. ChotPot thoroughly verifies customer complaints. If the restaurant does not resolve the customer’s complaint after verification, the customer’s money will not be refunded.
B. Prepaid Order Cancellation
Both prepaid and COD (Cash on Delivery) orders can be canceled while the order is still pending.
For prepaid orders canceled while pending, the full amount will be refunded to the original payment method, which may take three to five business days to process.
If a prepaid order’s status is marked Handover, the customer will not be refunded if they choose to cancel.However, ChotPot assures customers that if a cancellation is needed, they should contact the live chat section or customer support immediately, and our team will assist quickly.
C. Packaging and Container Issues
If the food container or packet is cracked or damaged and the food is spoiled, ChotPot takes responsibility. In such cases, you must inform customer support or the live chat section immediately after delivery.If you do not inform us within 30 minutes, your complaint will not be accepted.
D. Non-Delivery Due to Customer Reasons
In the case of prepaid orders, if the delivery partner arrives within the promised time but is unable to deliver due to customer-side reasons (e.g., not answering calls, providing the wrong location, or ordering from outside the service area), the customer’s money will not be refunded.
E. Quantity Missing Issues
If there is an issue with missing items or incorrect quantities, the restaurant is fully responsible. If the restaurant accepts the complaint, the money for that item will be refunded in full.
You must contact the platform immediately after delivery via live chat or customer support, and provide photos of the item as proof. If you raise the complaint after 30 minutes, it will not be accepted.
F. Non-Delivery Due to Platform Issues
If the customer’s order arrives very late due to platform issues and the customer does not accept the order, the money will be refunded if the order was prepaid.
However, if the delay is due to external problems (e.g., traffic, delivery partner accident, railway gate issues), and the delivery time was extended due to alternative delivery arrangements, the customer will not be refunded if they refuse to accept the order.
Reminder: The restaurant is fully responsible for any problems related to food taste.
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2. How to Request a Refund
Go to the specific order support section or Help/Support in the ChotPot app.
Provide the order ID and attach photos as evidence. Submit the request within 30 minutes of the order being delivered.
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3. Refund Processing
Refunds will be processed within 5–7 working days to the original payment method. For COD orders, the refund will be credited to the customer’s ChotPot wallet or the customer’s bank information will be requested.
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4. Final Note
> Mistakes are forgivable — but at ChotPot, we work hard to make them rare.
