REFUND POLICY

"We understand that sometimes things can go wrong with your order and we want to ensure you have a clear understanding of our refund policy. Our goal is to provide you with the best possible customer service and to ensure that any issues are resolved quickly and fairly.
Please take a moment to review our refund policy below and feel free to reach out to our support team if you have any questions or concerns.
By placing an order on FASTFOOD, you agree to the terms of this policy. This policy applies to all orders placed on FASTFOOD. In the event of any conflict between the terms of this policy and the terms of any other agreement between you and FASTFOOD, the terms of this policy will preside.

    Missing Item - If an item is missing from your order and you still want it delivered, please reach out to our support team within 12 hours with a photo of your order. If we are unable to deliver the item, we will refund the full cost of the missing item.

    Wrong Order - If you have received the wrong order and you still want your original order delivered, please reach out to our support team within 12 hours with a photo of the wrong item, and we will attempt to pick up the wrong item and deliver the correct order. If we are unable to deliver either because the item is no longer available (or for any other reason outside our control), we will refund the full cost of your order.

    Taste and/or Quality - We are unable to refund customers for issues based on individual preferences such as taste, spice level, or overall quality of meals. If you’re unsatisfied with the taste of a meal ordered, please report this to our support team within 24 hours, and we will immediately communicate your feedback to the vendor.

    Complimentary items - Complimentary items are provided as gestures of goodwill and are not eligible for a refund either due to omission, perceived quality, or other reasons.

    Order Customization Errors - If the restaurant makes an error in customizing your order and it does not match the request in your note, please reach out to our support team within 24 hours with a photo of the meal received, and we will issue a partial refund for your order. The refund amount will be determined based on the severity of the error and the impact on the overall meal experience.

    Order Cancellation - Orders can be canceled up until the restaurant begins preparing or packing the food. If you need to cancel your order, please reach out to our support team as quickly as possible. If the restaurant has already started preparing or packing the food, we will not be able to cancel the order, and we will not be able to issue a refund.

    Order Modification - If you need to modify your order after it has been placed, please reach out to our support team as quickly as possible. If the restaurant has already started preparing or packing the food or if the delivery is already en route, we will not be able to modify the order, and we will not be able to issue a refund.

    Refusal of Delivery - If you refuse delivery of an order for any reason other than a wrong order being delivered, we are unable to issue a refund.

    Failed Delivery - When the rider gets to your location, they will attempt to contact you and wait for up to 10 mins. If they are unable to reach you to deliver your meal (not picking up your phone, wrong number, phone switched off, etc.), the rider will have to leave your location, and you will not be eligible for a refund.

    If you reach out within 20 minutes after the order has been recalled, you can pay another delivery fee, and we will schedule another delivery for you. After this time frame, we will not be able to schedule a new delivery or issue a refund for your order.
    For orders being re-delivered, please note that we will not take responsibility for the freshness of these orders when they get to you.

    Doorstep deliveries - Kindly ensure riders have access into your estate with their bike or ensure that arrangements are made for a pick-up from the estate gate within 5 mins if access is not granted. For apartments/high rises, we do not offer doorstep deliveries after 5 pm for the security of our riders. Please ensure you make arrangements for the order to be picked up from the ground floor or gate.

    Payment Issues - If you have been charged for an order that was not placed or if there is an issue with the payment for your order, please reach out to our support team, and we will work to resolve the issue and issue a refund if necessary.

    Spilled Items - If your order was spilled during delivery, please reach out to our support team within 12 hours with a photo of the meal received, and we will investigate this with the rider/vendor. Depending on the severity, we may issue a partial refund for your order.

    Delivery Address Issues - If the delivery address provided is incorrect or incomplete and the rider has to go to a different location to deliver, you will be required to pay an additional delivery fee for your meal to be delivered to the correct address. If the location is one that we don't deliver to at all, we will not be able to deliver your meal or issue a refund for your order even if you're willing to pay an additional delivery fee. As such, please make sure to double-check your delivery address before placing your order.

    Order Cancellation - If the restaurant cancels your order for any reason, we will notify you as soon as possible via email and also send you a push notification via the customer app. We will issue a full refund to your FASTFOOD wallet in this case."