Refund Policy

1. Overview

GrubFairy is committed to ensuring a fair and satisfactory experience for every order. This Refund Policy explains when you may be eligible for a refund, how to request one, and the process we follow to resolve issues.

2. Eligibility for Refunds

You may be eligible for a full or partial refund in the following situations:

• Order never delivered: Your order was confirmed but never arrived, and the delivery rider cannot confirm drop-off.
• Wrong items delivered: You received food items that are materially different from what you ordered.
• Missing items: One or more items from your order are missing.
• Food quality or safety issues: The food arrived spoiled, contaminated, or in a condition that makes it unsafe to consume.
• Excessive delay: The order arrived significantly later than the estimated delivery time and the food quality was materially affected.

3. Non-Refundable Situations

Refunds will generally not be issued for:

• Change of mind after an order has been confirmed and preparation has begun.
• Incorrect delivery address provided by the customer.
• Minor taste or presentation preferences that do not constitute a defect in the order.
• Orders that were successfully delivered and signed for, unless a quality issue is reported with evidence.
• Promotional or discounted items, unless the issue falls under an eligible category above.

4. How to Request a Refund

1. Report in the app: Open the GrubFairy app, go to your order history, select the affected order, and tap "Report an Issue."
2. Provide evidence: Upload clear photographs of the issue (wrong items, missing items, food quality) along with a brief description.
3. Submit within 24 hours: Refund requests must be submitted within 24 hours of delivery. Requests submitted after this window may not be eligible.

Alternatively, you can contact our support team at [email protected] with your order number and evidence.

5. Review Process

Once a refund request is submitted, our support team reviews the claim alongside order data (timestamps, delivery confirmation, rider GPS tracking) and any photographic evidence provided. We aim to resolve all refund requests within 48 hours of submission.

6. Refund Methods

• Original payment method: Approved refunds are returned to the payment method used for the order. Processing times depend on your bank or card provider and typically take 3–7 business days.
• GrubFairy credit: In some cases, we may offer platform credit as an alternative. Credit is applied instantly and can be used on future orders.
• Partial refunds: Where only part of the order was affected (e.g. one missing item), a partial refund proportional to the affected items will be issued.

7. Vendor Chargebacks

When a refund is issued due to a vendor's error (wrong items, food quality, missing items), the cost of the refund may be charged back to the vendor. Vendors are notified of chargebacks and may contest them through the Vendor App by providing evidence within 48 hours.

8. Abuse Prevention

GrubFairy monitors refund patterns to prevent misuse. Accounts that exhibit excessive or fraudulent refund activity may face restrictions, including suspension of refund eligibility or account termination in accordance with our Acceptable Use Policy.