Refund Policy
At Brunchdin, we are committed to ensuring customer satisfaction by providing reliable multi-restaurant food delivery services. We understand that issues may occasionally arise, and we strive to address them promptly and fairly. This Refund Policy outlines the circumstances under which refunds may be issued and the process for requesting a refund. By using our platform, you agree to the terms and conditions detailed in this policy.
1. Eligibility for Refunds
Refunds may be considered in the following circumstances:
1.1 Incorrect Orders
- If you receive items that differ from your order, you may be eligible for a refund or replacement.
1.2 Missing Items
- If your order is incomplete or items are missing, a partial refund may be issued for the missing items.
1.3 Poor Quality
- If the food delivered is of unacceptable quality (e.g., spoiled, undercooked, or significantly different from the description), we may issue a refund upon verification.
1.4 Delayed Delivery
- Refunds may be issued if your order is excessively delayed and the delay is attributable to our delivery service.
1.5 Cancellations
- Refunds for canceled orders depend on the timing of the cancellation and the restaurant’s preparation status. See Section 4 for detailed cancellation guidelines.
2. Non-Refundable Scenarios
Refunds will not be issued in the following cases:
- Change of mind after the order has been prepared or dispatched.
- Failure to provide accurate delivery details or respond to delivery partner attempts to contact you.
- Complaints raised after a reasonable period from the time of delivery.
- Orders canceled due to customer unavailability at the delivery location.
3. Refund Request Process
To request a refund, please follow these steps:
3.1 Submit a Request
- Contact our customer support team via the Brunchdin app, website, or email at support@brunchdin.com.
- Provide your order number, contact details, and a detailed description of the issue.
3.2 Verification
- Our team will investigate the issue by reviewing order details, communication logs, and supporting evidence such as photos of the delivered items.
3.3 Resolution
- Once the issue is verified, we will notify you of the resolution, which may include a full or partial refund, credits, or a replacement order.
4. Order Cancellation Policy
4.1 Customer-Initiated Cancellations
- Before Preparation: Orders canceled before the restaurant begins preparation may be eligible for a full refund.
- After Preparation: If an order is canceled after preparation but before dispatch, only a partial refund may be issued to cover preparation costs.
- After Dispatch: Orders canceled after dispatch are not eligible for a refund.
4.2 Restaurant or Delivery Partner-Initiated Cancellations
- If an order is canceled due to restaurant unavailability or delivery constraints, a full refund will be issued.
5. Refund Method and Timeline
5.1 Refund Method
- Refunds will be processed using the original payment method or as credits to your Brunchdin wallet, depending on your preference.
5.2 Timeline
- Refunds typically take 5-10 business days to process, depending on your payment provider. Wallet credits are processed within 24 hours.
6. Customer Responsibilities
To ensure a smooth refund process, customers are required to:
- Provide accurate and complete delivery details.
- Inspect delivered items immediately upon receipt and report issues promptly.
- Retain evidence such as order receipts, photos of the items, and communication records.
7. Disputes and Escalations
If you are dissatisfied with the resolution provided by our customer support team, you may escalate your concern by emailing support@brunchdin.com. Our management team will review your case and provide a final decision.
8. Exceptions and Special Cases
8.1 Promotional Offers and Discounts
- Refunds for orders placed with promotional discounts or vouchers will be adjusted to reflect the net amount paid.
8.2 Bulk or Group Orders
- Refunds for large orders may require additional time for verification and processing.
8.3 Force Majeure
- Refunds may not be issued for delays or issues caused by events beyond our control, such as natural disasters or unforeseen traffic conditions.
9. Modifications to This Policy
Brunchdin reserves the right to update this Refund Policy at any time. Changes will be effective upon posting on the Platform. We encourage you to review this policy periodically to stay informed.
10. Contact Us
For questions or concerns regarding this Refund Policy, please contact us via:
Thank you for choosing Brunchdin. We value your trust and are committed to providing a delightful dining experience every time.
