Legal

Terms and Conditions

Plain terms for a small kitchen. By placing an order with Dhakai Pulao, you agree to what follows.

1. Who these terms are with

These terms are between you and Dhakai Pulao, a cloud kitchen operating from Kalyani, Nadia, West Bengal, India. Reach us on WhatsApp at +91 987 556 7484 or at care@dhakaipulao.com.

2. When you can order

• We take orders from 7:00 AM to 11:00 PM IST, every day. The last delivery goes out by midnight.
• Outside those hours the ordering page will tell you we are closed and will not accept an order.
• Everything is cooked fresh to order. On a busy evening, or if an ingredient has run out, we may not be able to take your order — we will tell you on WhatsApp rather than leave you waiting.

3. How an order actually works

This is not a one-tap checkout, and it is deliberate. Nothing is cooked and no money changes hands until a person has confirmed it.

• Step 1. You choose your food on our ordering page and submit your details. This is a request, not yet a confirmed order.
• Step 2. We message you on WhatsApp to confirm we can cook it, with the final total including any delivery charge.
• Step 3. You pay by UPI.
• Step 4. We cook, and we deliver it ourselves.

Your order is confirmed only at Step 2, when we message you. If you do not hear from us within a reasonable time, please message us — do not assume the order is running.

4. Prices

• All prices are in Indian Rupees and include any applicable taxes.
• Add-ons such as salad, beresta, kaju, extra eggs or an extra plate of pulao are charged on top, at the prices shown when you select them.
• We may change our prices at any time. The total we quote you on WhatsApp is the amount you pay — it will not change after that.
• There is no minimum order value.
• Prices on Zomato and Swiggy are set separately and are usually higher, because those platforms take a commission.

5. Delivery

• We deliver within roughly 10 km of Kalyani Main Station.
• Kalyani — free.
• Kanchrapara — ₹50. Halisahar — ₹80.
• Delivery is free anywhere we deliver on orders over ₹599.
• We deliver ourselves. Any time we give you is an honest estimate, not a guarantee — traffic, weather and a queue of orders all move it. We will tell you if it is going to be significantly late.
• We do not currently offer pickup.
• Please give an address we can actually find and keep your phone reachable. If we cannot reach you or nobody is there to receive the food, we will have to treat the order as delivered.

6. Payment

• We accept UPI only. We do not take cards, net banking, or cash on delivery.
• Payment is made after we confirm your order and before we start cooking.
• We will send you our UPI ID on WhatsApp. Please check that the payee name reads Dhakai Pulao before you pay.
• We will never ask you for a UPI PIN, an OTP, a card number or your bank details. Anyone asking you for those is not us. Paying someone is never done by sharing a PIN or entering a "collect request" you did not expect.

7. Cancellations and refunds

• Before you pay, you can cancel for any reason, at no cost. Just tell us on WhatsApp.
• Once you have paid, we start cooking, and the order cannot be cancelled.
• If we cannot deliver your order for any reason after you have paid, you get a full refund to the UPI account you paid from.
• If what arrives is the wrong order, is incomplete, or is not in an acceptable condition, message us the same day, ideally with a photograph. We will replace it or refund it. We would rather fix it than argue about it.
• Refunds are sent back to the same UPI account and usually reach you within 3 to 5 working days.

8. Food, allergies and diet

• Everything is cooked in one kitchen that handles egg and chicken, along with dairy (ghee), tree nuts (cashew) and rice. We cannot guarantee that any dish is free of traces of another.
• If you have an allergy or a dietary restriction, please tell us in the cooking request box and on WhatsApp before you pay. We will do our best, but where we cannot safely promise something, we will say so rather than take the order.
• Our food is cooked to be eaten soon after it arrives. Please refrigerate anything you are not eating straight away.

9. Using this website

• Please give accurate details. Orders that are clearly fake, abusive, or placed in bulk to disrupt the kitchen will not be cooked.
• Photographs, text and design on this site belong to Dhakai Pulao. Please do not reuse them commercially without asking.
• We try to keep the site and the menu accurate, but errors happen. If something is listed at an obviously wrong price, we will tell you before taking payment rather than silently cancel.

10. Our responsibility

We take real care over food safety and hygiene. That said, our liability for any order is limited to the amount you paid for it. We are not responsible for indirect losses — for instance a delayed delivery affecting your plans. Nothing here limits any right you have under Indian consumer law that cannot be limited.

11. Changes to these terms

We may update these terms. The version on this page at the time you order is the one that applies to that order.

12. Governing law

These terms are governed by the laws of India, and the courts at Nadia, West Bengal will have jurisdiction over any dispute.

Last updated: 5 August 2026