Refund & Returns Policy

Thank you for ordering from Mother India Roti, part of the Maurya Group of Restaurants. We take pride in preparing fresh, made-to-order food for our customers.

This Refund & Returns Policy applies to orders placed directly with Mother India Roti through our website, by telephone, or at our restaurant locations in Canada.

Because our products are freshly prepared and perishable food items, different rules apply to food orders than to ordinary retail merchandise.

1. Made-to-Order and Perishable Food

Our meals are prepared specifically for each customer and are perishable.

For food safety and hygiene reasons, prepared food cannot be physically returned or resold once it has been prepared, picked up, delivered, or served.

Except where required by applicable law, we do not provide refunds simply because:

• You changed your mind after the order was prepared;
• You ordered the wrong item;
• You selected the wrong spice level, ingredient, option, location, pickup method, or delivery method;
• You did not enjoy an item based solely on personal taste or preference; or
• You no longer require the order after preparation has started.

This does not affect any rights you may have under applicable Canadian or Ontario consumer protection laws.

2. Order Cancellations

If you need to cancel an order, please contact the restaurant location handling your order as soon as possible.

If food preparation has not yet started, we may be able to cancel the order and issue a refund.

Once preparation has begun, the order generally cannot be cancelled or refunded because ingredients, staff time, and kitchen resources have already been committed to preparing your food.

For scheduled or large catering orders, separate cancellation requirements may apply and will be communicated when the order is confirmed.

3. Incorrect, Missing, or Damaged Orders

If you receive:

• The wrong food item;
• A materially incorrect order;
• A missing item that you paid for;
• An item that was damaged during delivery; or
• An order that is otherwise materially different from what was confirmed,

please contact the Mother India Roti location that prepared your order as soon as possible, preferably on the same day the order was received.

We may request:

• Your name;
• Order number;
• Date and time of the order;
• Details of the affected item; and
• A photograph of the item or packaging, where reasonably necessary.

After reviewing the issue, we may provide an appropriate remedy, which may include:

• Replacing or re-preparing the affected item;
• Providing a restaurant credit;
• Refunding the affected item; or
• Refunding another appropriate amount based on the circumstances.

The remedy will depend on the nature of the issue and any rights available to you under applicable law.

4. Food Quality Concerns

We want to know immediately if you believe there is a genuine problem with the quality or condition of your food.

Please contact the restaurant that prepared your order as soon as reasonably possible after receiving it.

We may request additional information to help us investigate the concern and determine an appropriate resolution.

Complaints submitted significantly after the food was delivered or picked up may be difficult to verify because prepared food changes in quality depending on time, temperature, storage, and handling.

5. Allergy and Dietary Requests

Customers are responsible for informing us of allergies or dietary restrictions before placing or confirming an order.

Although we make reasonable efforts to accommodate requests, our kitchens prepare many different ingredients and menu items. Cross-contact with allergens may occur.

Customers with severe or life-threatening allergies should contact the restaurant directly before ordering to determine whether an item is appropriate for them.

A refund will not automatically be issued where an allergy, preference, or dietary requirement was not communicated to us before preparation.

6. Pickup Orders

Customers are responsible for:

• Selecting the correct Mother India Roti location;
• Providing accurate contact information;
• Reviewing the order before submitting it; and
• Picking up the order within a reasonable period after it is ready.

We are generally unable to provide refunds when an order was correctly prepared but the customer:

• Went to the wrong restaurant location;
• Failed to collect the order;
• Arrived substantially later than the indicated pickup time; or
• Provided incorrect order information.

Please contact us immediately if you notice that you have selected the wrong restaurant location.

7. Delivery Orders

Delivery times shown on our website or ordering platform are estimates and may be affected by traffic, weather, order volume, driver availability, road conditions, and other circumstances outside our reasonable control.

If a delivery is materially delayed, missing, or incorrectly delivered, please contact us promptly so that we can investigate.

We may not be responsible for unsuccessful delivery where the customer:

• Provides an incorrect or incomplete delivery address;
• Provides an incorrect telephone number;
• Is unavailable to receive the order;
• Does not respond to reasonable attempts by the restaurant or delivery driver to make contact; or
• Requests delivery to an area that cannot reasonably be accessed.

8. Orders Through Third-Party Platforms

If you place an order through a third-party delivery or ordering service, that service's refund, cancellation, payment, and dispute procedures may also apply.

Where a third-party platform collected your payment directly, refund requests may need to be processed through that platform.

Mother India Roti is not responsible for refund processing delays or decisions made independently by a third-party service provider, subject to applicable law.

9. Duplicate or Incorrect Charges

If you believe you have:

• Been charged twice for the same transaction;
• Been charged an incorrect amount; or
• Been charged for an order that was not successfully created,

please contact us with your order details.

If we confirm that an incorrect charge occurred, we will arrange an appropriate correction or refund.

10. Promotions, Discounts and Loyalty Rewards

Promotional offers, coupon codes, discounts, complimentary items, and loyalty rewards may be subject to separate terms.

Where an order is refunded, any points, credits, discounts, promotional benefits, or rewards earned from that transaction may also be reversed or adjusted.

Promotional value generally has no cash value unless otherwise stated or required by law.

11. Refund Method and Processing Time

Approved refunds will normally be issued to the original payment method used for the transaction.

Once we process a refund, the time required for the funds to appear in your account depends on your bank, credit card company, payment processor, or financial institution.

Processing times may vary and are outside Mother India Roti's direct control.

12. Fraudulent or Abusive Refund Requests

Mother India Roti reserves the right, subject to applicable law, to refuse refund requests that we reasonably believe are fraudulent, abusive, misleading, or part of repeated misuse of our refund process.

13. Your Consumer Rights

Nothing in this Refund & Returns Policy is intended to restrict, exclude, or replace any rights or remedies that cannot legally be excluded under applicable Canadian or Ontario consumer protection laws.

Where this policy conflicts with a mandatory legal requirement, the applicable law will prevail.

14. Contact Us

For an order-related problem, please contact the location that prepared your order.

Mother India Roti – Queen St West
1422 Queen St West
Toronto, ON M6K 1L9
Canada
Phone: 416-588-4634

Mother India Roti – St Clair Ave W
2542 St Clair Ave W
York, ON M6N 1L7
Canada
Phone: 416-901-8311

When contacting us about a refund or order problem, please have your order number and purchase information available.