At Food Zone customer satisfaction is our top priority.
We strive to deliver high-quality food and excellent service. However, we understand that sometimes things don’t go as planned. This Refund Policy outlines the conditions under which refunds, credits, or replacements will be provided for online food orders.
1. Eligibility for Refunds
We offer refunds, replacements, or store credits under the following circumstances:
1.1. Incorrect Order
• If the order you receive is incorrect (e.g., wrong items, missing items), please contact us within 1 hours of receiving your order, and we will work to resolve the issue.
• You may choose to have the correct items delivered (if possible), receive a refund, or receive store credit for future orders.
1.2. Food Quality Issues
• If there is an issue with the quality of the food (e.g., undercooked, spoiled, or not as described), we ask that you notify us immediately upon receiving the order.
• We may ask for photos or other evidence to help us investigate the issue.
• Refunds or credits will be provided at the restaurant’s discretion, depending on the situation.
1.3. Late Delivery
• We aim to deliver your food within the estimated time. However, if your order is significantly delayed due to reasons within our control (e.g., kitchen issues), you may be eligible for a partial or full refund.
• Please note that delays due to traffic, weather, or external delivery services may not be eligible for refunds, but we will do our best to address any concerns.
1.4. Cancelled Orders
• If you need to cancel your order, please do so within 30 minutes of placing the order. Once the order has been prepared or dispatched for delivery, it cannot be canceled or refunded.
• If the restaurant cancels the order due to unforeseen circumstances (e.g., ingredient shortages, technical issues), you will receive a full refund or the option to reschedule your order.
2. Non-Refundable Situations
Refunds will not be issued under the following conditions:
• Change of mind: If you change your mind after placing the order or after receiving it.
• Order not collected: If you fail to collect a takeout order within the specified timeframe.
• Incorrect address or contact details: If the delivery address or contact information you provided is incorrect, and the order cannot be delivered as a result.
• Allergen-related issues: We cannot provide refunds for allergen-related complaints if the customer did not inform us of allergies before placing the order.
3. How to Request a Refund or Replacement
To request a refund, replacement, or credit, please follow these steps:
1. Contact Us:
Reach out to our customer service team within 1 hours of receiving your order through [contact methods: phone, email, live chat, etc.].
2. Provide Details:
Provide your order number, a description of the issue, and any supporting evidence (e.g., photos for food quality concerns).
3. Resolution Process:
We will review your request and respond within 3 business days with a resolution. Depending on the situation, we may offer a refund, replacement, or store credit.
4. Refund Processing
• Refund Method: Refunds will be processed to the original payment method used for the order. If you paid with a credit or debit card, refunds will typically take 7 days to appear on your statement, depending on your financial institution.
• Store Credit: If you opt for store credit, it will be applied to your account and can be used for future orders.
• Partial Refunds: In some cases, we may offer partial refunds, depending on the issue with your order.
5. Third-Party Delivery Platforms
If you ordered through a third-party delivery platform (e.g., UberEats, DoorDash, etc.), please refer to their refund policies, as refunds may need to be handled directly through their platform. We are not responsible for delays or issues caused by third-party delivery services, but we will assist where possible.
6. Contact Information
If you have any questions or need assistance with a refund or replacement, please contact us at:
Food Zone
Customer Support
Email: info@foodzone.one
Phone: 9993335375
Operating Hours: 12 hours
