Customer Help & Support
Ordered food and need assistance? We're here to help you track your meal, contact the kitchen, or resolve payment questions quickly.
WhatsApp Us
+91 70836 09020
Fastest responseCall Helpline
+91 70836 09020
Available during delivery hoursEmail Us
hyperlabsupport@gmail.com
Formal inquiries & proofsCommon Questions & Quick Guides
You can easily track your order in real-time from any device:
Look at the bottom navigation bar and tap the "Orders" button to view your active delivery status anytime.
Click your Profile icon at the top right header and choose "My Orders" (or click Track).
Once on the Track Orders page, your order passes through five clear stages:
- Direct Phone Number: On your active order card in My Orders, look for "From: [Kitchen Name]". The kitchen's phone number is clickable—tap to call them right away. You can also view all kitchen contacts anytime under the Kitchens tab.
- When should you call? If you forgot to add a cooking preference (e.g., less spicy, extra green chutney, no onions), we recommend calling the kitchen immediately after placing the order before preparation begins.
- Self Pickup Orders: If you selected Self Pickup, a "Map Directions" link appears directly on your order card with instant GPS directions to the kitchen counter.
Money deducted from bank / UPI, but order shows failed or pending?
During peak UPI server load, banking confirmation callbacks may take 2–5 minutes. If an order was not confirmed by the kitchen, your issuing bank or UPI application will reverse and credit the amount back to your account automatically.
Official Refund Processing Time: 5 to 7 Working Days
As stated in our official policy, once a refund request is approved, the amount is initiated back to your original source of payment (UPI, Credit/Debit Card, or Netbanking) and reflects within 5 to 7 working days, depending on your bank's clearance cycles.
Cash on Delivery (COD) & Pay at Counter
For Cash on Delivery orders, pay the delivery partner in cash or UPI QR upon arrival. For Pickup orders, you can pay at the vendor's physical counter.
- Order Delayed: Our community kitchens cook meals fresh upon order. In case of peak township hours or rain, preparation and delivery may take 10–15 minutes longer. Tap the rider or vendor call icon on your tracking card for an instant update.
- Missing or Wrong Dish: If an item was left out or you received an incorrect item, please message our team on WhatsApp at +91 70836 09020 within 2 hours of delivery. Mention your Order ID and send a quick photo of the items received so we can verify with the vendor immediately.
- Spilled or Damaged Packaging: Please report damaged packaging immediately on WhatsApp with an image of the parcel. We will arrange an immediate replacement or process a refund based on vendor confirmation.