Frequently asked questions
If your question isn't here, drop us a line at 1st0nedotin@gmail.com — we usually reply within a day.
How does 1stOne delivery work?
Open the app, browse the day's menu by meal cycle — breakfast, lunch, snacks, or dinner — and place your order before that cycle's cutoff time. After cutoff, the order moves to the next available cycle. Our team prepares meals fresh in our home kitchen, and a local rider hand-delivers to your address during the cycle's delivery window.
What payment methods do you accept?
UPI, debit and credit cards, and net banking via Razorpay. You can also top up your 1stOne wallet for one-tap checkout — wallet payments are instant and don't redirect to a payment gateway.
Can I pause or skip days on my subscription?
Yes. Open your subscription in the app and tap Pause to halt all upcoming deliveries (resume any time). For one-off skips, tap any specific date on the delivery calendar to skip just that day. Pauses and skips never cost you days — your subscription duration extends so you receive every meal you paid for.
What is the cancellation and refund policy?
Single orders can be cancelled before the cycle cutoff time for a full refund. Wallet payments refund instantly; online payments refund to the original method (5–7 business days, processed by Razorpay). For active subscriptions, unused days are pro-rata refundable to your wallet on request. For special situations, email 1st0nedotin@gmail.com.
What happens if I'm not home when the food arrives?
Our rider will call the phone number on your address. If we can't reach you, the meal is held at the nearest hub for same-day pickup. A re-delivery is attempted if you respond within the cycle window. Repeated misses without a pause or skip request may count toward subscription days.
Can I customize meals for special diets (Jain, no onion-garlic, satvik)?
Today we offer one daily menu per cycle, prepared the same way for everyone. We're working on diet-specific menus (Jain, satvik, no-onion-no-garlic) for a future release. If you have a specific dietary need, please email us — your input helps us prioritize.
How is food hygiene maintained?
Every meal is cooked in our own home kitchen using ingredients sourced daily. We don't use commercial preservatives, artificial colors, or trans fats. Our team follows standard food-safety practices, and meals are sealed in food-grade containers immediately after cooking to keep them warm and untouched until delivery.
Can I change my delivery address mid-subscription?
Yes — go to Profile → My Addresses, add a new one, and set it as default. New deliveries from the next cycle onward will use the updated address. The cycle currently in transit can't be redirected, so changes apply going forward.
What if my area is outside the coverage zone?
When you enter your address, the app checks live serviceability. If you're outside our base zones, you'll see a "Not currently served" message — but we may still deliver to nearby pockets via partner hubs. Email us with your full address and we'll either confirm coverage or note your area for our next expansion list.
How do I contact support?
Email 1st0nedotin@gmail.com — preferred for written records. Phone +91 9448 36 4017 during business hours (IST). For order-specific issues, the in-app Help & Feedback section attaches your order context automatically — that's the fastest path to a resolution.