Food Delivery Dispute and Refund Policy

Introduction

We strive to ensure that every order placed through our food delivery platform meets your satisfaction. However, we understand that issues can occur, and you may need to dispute a charge or an order. This article outlines the types of food item issues that qualify for a dispute and our refund policy.

Qualifications for Dispute and Refund

• Incorrect Charges:
• If your account has been charged incorrectly due to a platform or restaurant error, we will issue a full refund.
• Examples include being charged for items not ordered or pricing discrepancies.
• Incorrect Orders:
• If you receive items that you did not order or if your order is missing items, you are entitled to a refund for the incorrect or missing items.

Case-by-Case Dispute Resolutions

Other issues may arise that are not as clear-cut. These will be resolved on a case-by-case basis:

• Food Quality Concerns:
• If the food you received did not meet quality expectations (e.g., undercooked, overcooked, stale), please report the issue with supporting details.
• Allergen Misinformation:
• If a dish contains allergens that were not disclosed, or if special instructions related to allergens were not followed, you may be eligible for a refund.
• Late Deliveries:
• For orders that arrive significantly later than the estimated delivery time, you may be eligible for partial compensation.
• Delivery Errors:
• If your order was delivered to the wrong address or if it never arrived, you can claim a refund.
• Incorrect Item Preparation:
• If your order was not prepared as requested (e.g., dietary restrictions not honored, incorrect customization), you may dispute the order.

Initiating a Dispute

To initiate a dispute:

1. Go to your order history in the app or website.
2. Select the order in question and choose the 'Report an Issue' option.
3. Provide a detailed explanation of the issue and, if possible, include photographic evidence.

Our customer care team will review your dispute and reach out to you to resolve the issue as quickly as possible.

Support and Assistance

If you need help or have questions about our dispute and refund policy, our customer support team is here for you. Contact us via the support section in the app, through live chat on our website, or by phone for immediate assistance.

Disclaimer

This policy is subject to change, and refunds are issued at the discretion of our customer care team, based on the investigation of each individual case. Please refer to our Terms of Service for more detailed information.