Cancellation Policy

Last updated: 15 May 2026

We bake fresh, in small batches, often beginning preparation hours before delivery — especially for custom and celebration cakes. So that we can be fair both to you and to our pastry team, we follow the cancellation rules below. The earlier you let us know, the easier it is for us to make things right.

1. Standard catalogue items (cakes, cupcakes, muffins, cookies, chocolates)

Orders for items from our standard menu can be cancelled before our kitchen has begun preparing them. As a general guide:

• Cancellation requested at least 12 hours before the delivery slot — full refund, no questions asked.
• Cancellation requested between 4 and 12 hours before the delivery slot — partial refund may apply, since ingredients may already have been prepped and packaging committed.
• Cancellation requested less than 4 hours before the delivery slot, or once the order has been dispatched — the order is treated as fulfilled and is not refundable.

2. Custom celebration cakes (theme, photo, designer, tiered, fondant)

Custom cakes are designed and made specifically for your occasion, and preparation often begins well in advance:

• Cancellation requested at least 48 hours before the delivery slot — full refund, or full store credit, whichever you prefer.
• Cancellation requested between 24 and 48 hours before the delivery slot — partial refund (typically 50%), since décor work, sketching and ingredient sourcing have begun.
• Cancellation requested less than 24 hours before the delivery slot — the order is non-refundable as full production is under way.

Once you have approved the design, message, flavour and weight for a custom cake, please note that any change request after that point is subject to feasibility and may be treated as a fresh order.

3. Bulk and corporate orders

For bulk orders (large quantities of cupcakes, hampers, gifting boxes, corporate gifting, party orders), cancellation timelines depend on the volume and lead time agreed at the time of confirmation. The terms applicable to your order are confirmed by us in writing (email or WhatsApp) before production begins, and supersede the standard guidance above.

4. How to request a cancellation

Please request a cancellation through one of the following channels. The request is considered received only once we have acknowledged it — please do not assume a cancellation has gone through until you hear back from us.

• Email: sendemail.crustandcrumble@gmail.com — include your order number and registered phone number.
• Phone / WhatsApp: +91 85208 52588 during our working hours.

5. Cancellations by Crust & Crumble

In exceptional situations we may need to cancel an order ourselves — for example, if an ingredient is unavailable, if the delivery location turns out to be outside our service area, if a payment is later flagged as suspicious by our payment partner, or in case of force majeure events (extreme weather, civic disruption, etc.). In any such case we will inform you as soon as possible and a full refund will be initiated.

6. Refund timelines after cancellation

Approved refunds are initiated with Razorpay on the same or next working day. The amount typically reflects back in your original payment account within 5 to 10 working days, subject to your bank or UPI provider. Refund-related details are covered in full in our Refund Policy.

7. Order modifications

A modification request (change of delivery slot, change of address within our service area, minor edits to the cake message) is not a cancellation. We will do our best to accommodate it if the request reaches us in good time and the kitchen has not yet committed the change. Larger changes — flavour, design, weight, recipient name — may need to be treated as a fresh order depending on how close to delivery the request reaches us.