Refund & Cancellation Policy — PANOVA Café

1. Nature of Perishable Food & Bakery Items

All coffee beverages, mocktails, burgers, pizzas, and bakery desserts offered at PANOVA are perishable items prepared to order for immediate consumption. As such, once an item has been prepared and served in accordance with your order specifications, it cannot be returned or refunded solely on grounds of subjective personal taste.

2. Kitchen Token Cancellations

Immediate Notice: If you wish to cancel an order placed via our QR self-service system, you must inform our counter team immediately (within 2 minutes of token generation).
Preparation Cut-off: Once the kitchen ticket (KOT) is being active on the espresso bar or in the kitchen, the order cannot be cancelled as ingredients have already been dedicated.

3. Quality Discrepancies & Wrong Orders

We take immense pride in our craftsmanship. In the rare event that:

You receive a wrong dish or beverage different from your order token.
A beverage or food item is delivered at an unacceptable temperature or quality.
A customized celebratory cake has an objective defect or misspelling not attributable to the customer’s instructions.

Please alert our manager immediately. We will promptly replace the item at no extra charge or issue a 100% full refund at your preference.

4. Refund Methods & Processing Timelines

Cash Settlements: Approved refunds for cash transactions are provided instantly at the billing counter.

UPI Payments (GPay, PhonePe, Paytm): Electronic refunds approved by our manager are initiated to your originating UPI VPA or account within 24 to 48 hours.

Bank/Card Refunds: Credit or debit card refunds are processed back through the original payment processor and typically reflect in your account within 3 to 5 business days depending on your issuing bank.

5. Contact Support for Inquiries

For any billing inquiries, duplicate payment claims, or refund questions, please visit our counter or contact:

Telephone / WhatsApp: +91 76448 80012

Customer Care Email: contactpanova@gmail.com

Physical Address: PANOVA Café & Bakery, In front of SBI Bank, Sahu Chowk, Rajopatti, Sitamarhi, Bihar 843302