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Cancellation & Refund Policy

Last reviewed: 9 June 2026 Effective date: 13 June 2026

This Cancellation & Refund Policy applies to all bookings made through Sortid (getsortid.com and our WhatsApp channel), operated by Stoiq Food And Beverages Pvt. Ltd.. It forms part of our Terms & Conditions and should be read together with them.

1. Overview

Because a Sortid cook is dispatched to your home shortly after confirmation, the point at which you cancel determines whether a charge applies. The guiding principle, as stated in our FAQ: you can cancel free of charge before the cook leaves for your home; last-minute cancellations after the cook is on the way may carry a small charge.

2. How to Cancel or Reschedule

Cancel or reschedule by messaging us on WhatsApp at +91-9990096778 as early as possible. Cancellations are effective only once we acknowledge them on WhatsApp.

3. Cancellation Windows & Charges

When you cancelCharge
Before the cook is dispatched (i.e. before the cook leaves for your home)No charge — full refund / no fee due
After the cook has been dispatched / is on the wayA cancellation charge of up to ₹99 of the slot fee may apply
No-show (cook reaches your address and cannot be given access, or you are unreachable for 15 minutes)Up to 100% of the slot fee may apply

4. Rescheduling

You may reschedule a booking free of charge if you notify us before the cook is dispatched, subject to cook availability for the new slot. Rescheduling after dispatch is treated as a cancellation under Section 3.

5. If the Cook Is Late or Does Not Arrive

We promise arrival within 15 minutes of confirmation during operating hours. If the cook fails to arrive, or arrives materially late through no fault of yours, you are entitled to a full refund or a free reschedule at your option.

6. Refund Eligibility

You may request a refund where:

  • The cook did not arrive or could not perform the service;
  • The service delivered was materially deficient due to the cook’s fault; or
  • Sortid cancelled or could not service your booking (see Section 8).

Refund requests must be raised on WhatsApp or by email to team@getsortid.com within 3 hours of the end of your booking slot, with relevant details. We review each request fairly and may, at our discretion, offer a refund, a re-cook, or Sortid service credit.

7. Non-Refundable Items

The following are non-refundable:

  • Add-on time (e.g. the +15-minute / ₹69 add-on) that has already been used;
  • Bookings completed to specification where dissatisfaction is subjective (e.g. personal taste), though we will always try to make it right;
  • Promotional credits, discounts, or free bookings, which may be reissued as Sortid credit rather than cash.

8. Cancellations by Sortid

We may cancel a booking if: there is no valid address; we are unable to find an available cook; the booking is suspected to be fraudulent or made by a competitor; the environment is unsafe for the cook; or for reasons beyond our reasonable control. In such cases you will receive a full refund or the option to reschedule at no extra cost.

9. Refund Method & Timeline

Approved refunds are credited to your original payment method or, at your option, to Sortid credit, within 7 business days of approval. We are not responsible for delays caused by incorrect payment details or by your bank or payment processor.

10. Repeated Cancellations & Abuse

We reserve the right to decline refunds, restrict, or suspend accounts in cases of repeated cancellations, no-shows, or suspected fraudulent or abusive activity.

11. Grievances & Contact

If you are unhappy with a cancellation or refund decision:

  • Email: team@getsortid.com
  • WhatsApp: +91-9990096778
  • Grievance Officer: The Grievance Officer, Sortid, Q-157, South City II, Sector 49, Gurugram, Haryana, India

We take every piece of feedback seriously and will work to make it right.