Refund & Cancellation Policy

This policy applies to all food and beverage orders (delivery and takeaway), table and event reservations, and subscription plans purchased through koconuttree.com or by phone from Koconut Tree Restaurant. It should be read together with our Terms & Conditions.

• Free cancellation window: you may cancel an order free of charge within 5 minutes of placing it, provided the kitchen has not yet started preparing it. Use the "Cancel" option in your order tracking page or call us on +91 88886 89061.
• After preparation has started: because food is perishable and made fresh for you, orders cannot be cancelled once preparation has begun. If you still wish to cancel, the order value will not be refunded.
• Cancellation by us: we may cancel an order if an item is unavailable, your address is outside our delivery area, we cannot reach you, or for safety or operational reasons. In every such case the full amount paid is refunded.

You are entitled to a full or partial refund, or a replacement at your choice, when:

• An order is cancelled within the free cancellation window described above.
• We cancel the order for any reason.
• The order was not delivered, or was delivered significantly later than the promised time and you declined to accept it.
• Items were missing from the order (refund for the missing items).
• You received the wrong item (refund or replacement of the affected item).
• Food was spoiled, damaged in transit or had a genuine quality problem. We may ask for a photo to help us investigate.
• You were charged more than once for the same order, or a payment was debited but the order was not created. Such amounts are refunded automatically once confirmed with our payment partner.

Please report any issue within 24 hours of delivery so that we can resolve it quickly.

Refunds are not provided when:

• The order was cancelled after the kitchen had started preparing it.
• The delivery failed because the address or phone number provided was incorrect, or nobody was available to receive the order after reasonable attempts to contact you.
• The complaint relates to personal taste preferences (for example spice level) for a dish that was prepared as described and as ordered.
• The order was consumed in substantial part before the complaint was raised.
• The issue is reported more than 24 hours after delivery.
• Coupons, promotional discounts and loyalty credits, which have no cash value and are not refundable.

• Approved refunds are initiated within 2 business days of approval.
• Online payments (UPI, cards, net banking, wallets) are refunded to the original payment method through our payment partner Razorpay. The amount normally reflects in your account within 5–10 business days, depending on your bank or card issuer.
• Cash on Delivery orders are refunded by UPI or bank transfer to the account details you provide, within the same 5–10 business days.
• You will receive a confirmation by SMS or email when the refund is initiated, along with the payment reference so you can track it with your bank.

If a refund has not arrived after 10 business days, write to contact@fibonce.com with your order number and we will follow up with the payment partner on your behalf.

• Standard table reservations can be cancelled or rescheduled free of charge up to 2 hours before the reserved time.
• Where an advance has been collected for a large group or event booking, it is fully refundable if cancelled at least 48 hours before the event. Cancellations made later than that, or no-shows, forfeit the advance because ingredients and staffing have already been arranged.
• If we have to cancel a reservation, any advance paid is refunded in full.

• Meal subscription plans can be cancelled at any time. Cancellation stops future renewals.
• The unused portion of a prepaid plan, calculated on a pro-rata basis by meals not yet delivered, is refunded to the original payment method within 5–10 business days.
• Meals already delivered are not refundable.

1. Keep your order number ready (it is in your confirmation SMS/email and in the My Account page).
2. Contact us within 24 hours of delivery by email at contact@fibonce.com, by phone or WhatsApp on +91 88886 89061, or through the Contact Us page.
3. Describe the problem and, where possible, attach a photo.
4. We acknowledge every request within 24 hours and inform you of the decision and the refund timeline.

• Business: Koconut Tree Restaurant
• Email: contact@fibonce.com
• Phone: +91 88886 89061
• Address: Office Unit B-28, Shivam Complex, Hadapsar, Pune, Maharashtra, 411013, India
• Working hours: Monday – Sunday, 11:00 AM – 11:00 PM (IST)