We understand that plans can change or that anything may go wrong with your order. To assist you in such cases, we have a cancellation and refund policy in place
Cancellation policy:
You have the option to cancel your order at any moment before it is delivered. It is not possible to cancel an order that has already been processed and is on its way to you, However for further information, please contact the Fresh Food support staff.
Refund policy: After the cancellation, your refund will be handled within 7 business days. If you paid with a credit or debit card, your refund will be sent to the same card. If you paid in cash at the time of delivery, you will be reimbursed by cheque or demand draft. Please contact us if you have any questions or complaints regarding our cancellation and refund policy.
Refund policy: After the cancellation, your refund will be handled within 7 business days. If you paid with a credit or debit card, your refund will be sent to the same card. If you paid in cash at the time of delivery, you will be reimbursed by cheque or demand draft. Please contact us if you have any questions or complaints regarding our cancellation and refund policy.
- If the product is not available for any reason i.e. unavailability of all the items ordered by the customer at the time of booking the order
- Chef unavailability due to illness
- Natural calamity / bad weather conditions
- Decline the order request placed by the customer
- Failure to contact you by phone or email at the time of confirming the order placement;
- Failure to deliver your order due to lack of information, direction, or authorization from you at the time of delivery
- You shall be entitled to a refund only if you pre-pay for your order at the time of placing your order or only in the event of any of the above-mentioned circumstances: It will be notified to customers through the app and return any payment that you have made.
- If you remain unreachable or fail to receive the Order within ten minutes from the pickup time, Fresh Food reserves the right to cancel the order without refund or remedy to you.
- In the event of unreasonable delays in Pick-Up attributable to you, you bear the risk of any damage or loss of Goods or any deterioration in quality or change in the condition of the Goods (e.g. changes in the temperature fit for consumption). In this case, you shall not be entitled to a replacement, refund, or replacement of the Goods.
- Our decision on refunds shall be at our sole discretion and shall be final and binding.
- All refund amounts shall be credited to your account within 3-4 business days in accordance with the terms that may be stipulated by the bank which has issued the credit/debit card.
Delivery-Related Refund Policy
- Order Cancellation:
- Customers can cancel their order before it is accepted for a full refund. If the order has already been accepted, a cancellation fee may apply.
- If an order is not assigned to a delivery person within a reasonable time, the customer will be notified and given the option to cancel the order for a full refund.
- Service Issues:
- If there are issues with the delivery, such as damage to the goods or failure to deliver, customers may be eligible for a refund or compensation. Issues must be reported promptly to customer support.
- If a delivery is made to the wrong address or customer, the customer should report the issue immediately. A refund or redelivery will be arranged as appropriate.
- Refund Process:
- Refunds will be processed back to the original payment method used. The time frame for receiving a refund may vary but generally takes a few business days.
- Order Cancellation by Customers:
- If a customer cancels an order before it is accepted, the seller will not be charged. If the order is canceled after acceptance, the seller may be responsible for a cancellation fee.
- If an order is not assigned to a delivery person within a reasonable time, the seller will be notified and can decide whether to wait for assignment or cancel the order without penalty.
- Service Issues:
- Sellers must ensure that goods are properly packaged to avoid damage during delivery. In case of damage or delivery failure, the seller may need to coordinate with the customer to resolve the issue.
- If a delivery is made to the wrong address or customer, the seller should work with customer support to resolve the issue, which may include arranging a redelivery or issuing a refund.
- Refund Process:
- Any refunds due to service issues will be processed according to the policies and will be credited back to the seller’s account or original payment method.