Refund and Cancellation Policy

Effective Date: 3rd October, 2024

Welcome to Grubbles! These Refund and Cancellation Policy govern your use of our mobile application and services related to food delivery provided by Grubbles ( "we, " "our, " or "us "). By accessing or using our app, you agree to be bound by these terms. If you do not agree, please do not use our services.

• 1. Order Cancellation

  • User-Initiated Cancellations

    Once an order is placed and confirmed by the restaurant, it cannot be canceled by the user. In case you need to cancel, please contact customer support immediately, and we will try to accommodate your request if the restaurant agrees to the cancellation. However, this is not guaranteed

    If the restaurant has already started preparing your order, the cancellation will not be accepted, and you will be charged for the order in full.

  • Restaurant-Initiated Cancellations

    In rare cases, a restaurant may cancel an order due to item unavailability, high order volume, or other unforeseen circumstances. In such cases, you will be notified immediately, and a full refund will be processed for the order.

• 2. Refunds

  • Eligibility for Refund

    Refunds are generally granted in cases where the food delivered is incorrect, damaged, or not delivered. Each refund request will be evaluated on a case-by-case basis, and we may ask for supporting evidence such as photos of incorrect or damaged items

    Refunds will not be provided for the following reasons:

    • The order was placed incorrectly by the user
    • The user changed their mind after the order was placed
    • Delivery delays due to traffic, weather conditions, or other circumstances beyond our control.
    • Minor food preparation issues that do not significantly affect the quality of the meal.
    • The user did not receive the order due to their fault

  • Refund Process

    If you are eligible for a refund, the refund will be processed to the original payment method used during the transaction. Refunds may take up to 7 to 10 business days to reflect in your account, depending on your payment provider.

• 3. Failed Deliveries

  • Reasons for Failed Delivery

    • If a delivery fails due to incorrect or incomplete delivery details provided by you (e.g., wrong address or unavailability at the delivery location), no refund will be provided. You will be charged the full amount for the order.
    • The restaurant is unable to locate the delivery address or the address is incorrect.
    • If the delivery fails due to reasons attributable to the delivery service or restaurant, such as driver error or unavailability of the ordered items, we will process a full or partial refund based on the situation.

• 4. How to Request a Refund or Cancellation

  • Contact Support

    If you believe you are eligible for a refund or need to cancel an order, please contact our customer support team as soon as possible via the app or email at perniciachd@gmail.com. Provide your order details and the reason for the refund or cancellation request.

  • Timeframe for Requests

    Refund and cancellation requests must be made within 24 hours of receiving the order to be eligible for consideration. Requests made after this period may not be processed.

• 5. Chargebacks

  • Dispute Resolution

    If you dispute a charge made on your account, please contact our support team before initiating a chargeback with your bank. Most issues can be resolved directly through our support process, and initiating a chargeback may delay the resolution.