Refund Policy
 

Delivery Service Policy

We are a delivery-only service provider.
We do not cook, prepare, manufacture, or sell any food items.
Our role is limited to collecting orders placed by customers and delivering them from restaurants, stores, or vendors to the customer’s location.

All food items, prices, quality, preparation, and availability are the sole responsibility of the respective restaurants or vendors.

1. Eligibility for Refunds

Refunds may be issued under the following circumstances:

• Incorrect or Missing Items:

  • If the delivered order is incomplete or contains incorrect items, customers are eligible for a partial or full refund, depending on the issue.

• Food Quality Issues:

  • If the food is spoiled, undercooked, or otherwise unsafe to eat, customers can request a refund, supported by photographic evidence.

• Delivery Issues:

  • If the order is not delivered due to factors like delivery partner error, late delivery (beyond the estimated delivery time), or undeliverable locations, a refund may be issued.

• Order Cancellation:

  • Refunds for eligible cancellations will follow the terms outlined in the cancellation policy.

2. Non-Refundable Situations

Refunds may not be issued in the following cases:

• Customer Error:

  • Incorrect delivery address or order details provided by the customer.
  • The customer is unreachable at the delivery location despite multiple attempts.

• Change of Mind:

  • If the customer decides they no longer want the order after it has been prepared or dispatched.

• Delays Beyond App's Control:

  • Delays are caused by factors like traffic, weather, or natural disasters.

3. Refund Process

• How to Request a Refund:

  • Customers can initiate a refund request through the app by navigating to their order history and selecting the “Request Refund” option.
  • Additional evidence (e.g., photos or a description of the issue) may be required.

• Refund Approval:

  • Each request will be reviewed by the customer support team, and a decision will be communicated within [24-48 hours].

• Refund Method:

  • Refunds will be issued to the original payment method or as in-app credits, based on customer preference.
  • Refunds to payment methods (e.g., credit/debit cards, digital wallets) will take [5-7 business days] to process.

4. In-App Credits

• In cases where a refund to the original payment method is not possible or practical, customers may receive in-app credits.
• In-app credits can be used for future orders but are non-transferable and expire after [6 months].

5. Contact Customer Support

For any issues not covered above or to follow up on a refund request, customers can reach our support team through:

• In-App Chat
• Email: [support email]
• Phone: [support phone number]