100% Guest Satisfaction Guarantee
If an item is missing from your package, incorrect food is delivered, or your order suffers transit damage, please notify us within 30 minutes of delivery. We will immediately dispatch a fresh replacement or issue an unconditional refund to your eSewa, Khalti, or bank account.
1Online Food Delivery Cancellations
- Within 5 Minutes of Order Placement: You may cancel your food order without penalty by immediately calling our hotline at +977 9852022202. If prepaid via eSewa or Khalti, a 100% full refund will be initiated immediately.
- After Kitchen Preparation Has Commenced (>5 Mins): Because our culinary team cooks all dishes fresh on order, cancellations cannot be accepted once food preparation is underway or when our delivery rider is dispatched.
- Cancellation by Purple Haze: If an unforeseen kitchen issue, power outage, or extreme monsoon flooding prevents us from preparing or delivering your meal, we will notify you immediately and process an automatic 100% refund.
2Eligibility for Immediate Refunds
You are entitled to a full or partial refund under the following verified circumstances:
Missing or Incorrect Items
If an ordered dish is omitted from the delivery package or the wrong dish is supplied, we will refund that item in full or rush a hot replacement without extra delivery fee.
Spillage or Transit Damage
If food packaging bursts, leaks severely, or is rendered unhygienic during motorcycle transit, please take a quick photo and send it to our WhatsApp for immediate redress.
Excessive Delivery Delay
If your order is delayed more than 45 minutes beyond the promised delivery window due to our operational fault (excluding extreme weather/roadblocks), you may reject the order for a full refund.
Duplicate Payment Deduction
If your eSewa or Khalti digital wallet was debited twice due to an internet glitch during checkout, the excess charge will be refunded upon gateway transaction verification.
3Refund Method & Reversal Timelines
Once an approved refund is authorized by our management, payments are reversed through the original payment channel:
- eSewa Payments: Reversed back to your eSewa digital wallet balance within 24 to 48 business hours.
- Khalti Payments: Reversed to your Khalti wallet balance within 24 to 48 business hours.
- Cash on Delivery (COD): For cash orders requiring refund after delivery, our guest support will transfer the funds via Fonepay / ConnectIPS direct to your bank account or provide an equivalent Purple Haze store credit voucher.
4Table Reservations & Banquet Venue Bookings
Dine-In Table Reservations: Table reservations are free to cancel or reschedule at any time before the scheduled time. No cancellation charges apply.
Banquet Hall & Garden Event Dates: Because reserving a banquet hall blocks other prospective weddings and corporate conferences, advance booking deposit refunds operate on the following schedule:
| Notice Given Before Event | Refund of Advance Deposit |
|---|---|
| 30 days or more in advance | 80% Refund (20% administrative handling) |
| 15 to 29 days in advance | 50% Refund |
| Less than 15 days in advance | Non-refundable deposit (date rescheduling subject to availability) |
Need Immediate Refund Assistance?
Have your Order Number (e.g. PH-XXXXX) ready and call or message our guest relations desk.