Refund & Return Policy

Our promise

We want every order to arrive hot and right. If something is wrong with your order, tell us promptly and we will make it right — a remake, a credit, or a refund, depending on the situation.

Freshly prepared food

Because our food is cooked to order and perishable, we cannot accept returns of food that has been delivered as ordered and is not defective. This does not affect your rights where an order is incorrect, damaged, or not of acceptable quality.

When you can request a refund or remake

• You received the wrong item or your order was incomplete.
• The food arrived damaged, spilled, or not in an acceptable condition.
• Your order failed to arrive within a reasonable time of the estimate and you no longer want it.

How to raise an issue

Contact us at hello@propasta.pk (or via the channel shown on your order) as soon as possible, ideally within two (2) hours of delivery, with your order number and a photo where relevant. The sooner we hear, the faster we can resolve it.

Cancellations

You may cancel an order before it enters preparation, usually within a short window of placing it. Once cooking has begun an order cannot normally be cancelled, as the food is made specifically for you.

How refunds are issued

Approved refunds are issued to your original payment method, or as account credit where you prefer. Card and wallet refunds are processed by our payment partners and may take several business days to appear, depending on your bank. Cash-on-Delivery orders are refunded as account credit or by an agreed method.

Contact

Questions about a refund or return? Email hello@propasta.pk and our team will help.