Returns and Refunds Policy
Since the products offered by the Service (food and beverages) are perishable, we generally do not accept returns of items once they have been delivered. However, we are committed to ensuring customer satisfaction and the quality of every order placed through the Site.
1. Eligibility for Refund or Credit
You may be eligible for a full or partial refund or store credit if an issue with your order meets the following criteria:
- Wrong Product Delivered: The food item delivered is significantly different from the confirmed order (e.g., you received a vegetarian dish instead of a meat dish, or vice versa).
- Damaged or Unfit Product: The food is damaged, tampered with, spilled, or otherwise clearly unfit for consumption upon arrival.
- Non-Delivery: The order was confirmed and paid for but was not delivered to you due to a fault on our side (e.g., missed pickup by delivery partner, kitchen error).
- Missing Items: A paid-for item is missing from the delivered package.
2. Claim Process and Time Limit
To request a refund or credit, you must adhere to the following claim process:
- Immediate Contact: You must notify us of the issue immediately upon receipt of the order, and no later than one (1) hour after the delivery time. Claims reported after this period may be voided.
- Provide Evidence: You must provide:
- Your confirmed order number.
- Clear photographic evidence of the issue (e.g., photos of the damaged packaging, the wrong item, or the spillage).
- Verification: We reserve the right to thoroughly investigate and verify the claim before processing any refund or credit. This may involve contacting the delivery partner or kitchen staff.
3. Refund Processing
If your claim is approved:
- Processing Time: Approved refunds will typically be processed within $$Insert Number$$ business days.
- Method: Refunds will be credited back to your original method of payment (e.g., credit card, digital wallet) or provided as a store credit for a future order, at our sole discretion.
- Partial Refunds: In cases where only a portion of the order is unsatisfactory, we may issue a partial refund corresponding to the value of the affected item(s).