Refund Terms & Policy

Cancellation and Refund Policy

At Yumdeli, we understand that sometimes things don’t go as planned, and we aim to provide a seamless experience for our customers, even in the event of cancellations or issues with your order. This Cancellations and Refunds Policy explains the process and conditions under which orders can be cancelled or refunded.

1. Order Cancellations

1.1. Customer Initiated Cancellations

As a customer, you can cancel an order under certain conditions. However, once an order is being prepared or before company accept the order or has been picked up by a delivery partner, it may no longer be cancelled. If user cancels his/her order after accepting order by the company, the yumdeli shall have right to charge 100% of the order value for breach of contract terms as a compensation for the damages suffered by yumdeli.

The cancellation policy is as follows:

• Before Order Processing: You can cancel your order at no charge if the restaurant has not started preparing your food. You can cancel via the app
• After Order Confirmation: If your order has already been processed (e.g., confirmed by the restaurant), You cannot cancel the order post acceptance of order.
• After Dispatch: If your order has been assigned to a delivery partner and is end route, cancellations are not permitted, as the food has already been prepared and delivery is in progress.

Restaurant Initiated Cancellations

Occasionally, restaurants may need to cancel an order due to circumstances such as:

• Unavailability of ingredients.
• Restaurant closure or operational issues.
• Issues with order preparation.

In these cases, Yumdeli will notify you immediately, and you will be provided with the option to:

• Choose an alternative restaurant or item (if available).
• Request a refund (if no alternative is available).

Refunds

If an issue arises with your order (such as incorrect food, late delivery), you may be eligible for a refund or credit. Refund requests are subject to the following conditions:

2.1. Refund Eligibility

Refunds will be processed based on the following scenarios:

• Incorrect or Missing Items: If your order is incomplete, contains the wrong items, or is prepared incorrectly (e.g., wrong toppings, allergies not respected), we will issue a full refund or provide the correct items if possible.
• Late Delivery: If your order is delayed beyond the estimated delivery time without prior communication, you may be eligible for a partial or full refund depending on the situation. A delay is considered significant if it exceeds 60 minutes past the estimated time of arrival.
• Food Quality or Safety Concerns: If the food is spoiled, undercooked, or not delivered in a safe condition, you will be eligible for a full refund or credit. You must report the issue immediately to Yumdeli support for investigation.
• Restaurant Cancellations: If the restaurant cancels your order (as described in Section 1.2), you will be issued a full refund for the entire order.
• It is hereby clarified that no exchange or returns shall be accepted if the product packaging is opened or product is used/consumed either in part or otherwise.

Non-Refundable Scenarios

Refunds will not be issued under the following conditions:

• Change of Mind: If you change your mind after the order has been confirmed, we cannot offer a refund once the restaurant has started preparing the food.
• Incorrect Delivery Details: If you enter incorrect delivery information (e.g., wrong address or phone number), and the delivery partner cannot reach you or make the delivery, no refund will be provided. You will be charged for the delivery attempt.
• Customer Unavailability: If you are not available to receive the order at the provided delivery address, or if the order cannot be delivered due to customer error (e.g., no one available to accept the delivery), no refund will be issued. In this case, the delivery fee and full order cost may still apply.

Refund Process

To request a refund, please follow these steps:

• Contact Customer Support: Reach out to Yumdeli Customer Support through the app, email, or phone within working hours of receiving your order. Provide your order number, details of the issue (e.g., missing items, late delivery), and any supporting documentation (e.g., photos of damaged food or incorrect items).
• Investigation and Resolution: Our customer support team will review your request and may contact the restaurant or delivery partner for clarification. We aim to resolve refund issues within 3-7 business days. You will be notified of the resolution via the platform.
• Refund Issuance: If your refund is approved, it will be issued to the same payment method used for the original purchase (credit/debit card, mobile wallet, etc.). Refunds may take 3-7 business days to appear in your account, depending on your payment provider.
• Credit for Future Orders: In some cases, instead of a refund, we may offer credit to your wallet account to be used on a future order. You can choose to apply the credit at checkout when placing your next order.

• Important Note: The users shall verify his/her Order before providing OTP to the delivery partner and any issue with respect to the orders shall be notified immediately, and the cancellation request shall be placed before providing OTP to the delivery partner. Once OTP is provided it shall be deemed that the user has accepted delivery of his/her order, the user cannot cancel the Order and/or claim refund.
• Genie’s Cancellation: Cancellation of Pickup & Drop Order after delivery partner has reached the location but has not picked up the items may invite a cancellation fee in the range of 20 to Rs.60 (Based on the base deliver fee in the city).

Cancellations and Refunds for Subscription or Promo Orders

If you are using a promotional offer, discount, or subscription service (such as a loyalty program or bulk order discount), cancellations or refunds may affect the value of the promotion. Refunds in these cases will be processed as follows:

Partial Refunds: If you have used a promotional discount and are entitled to a partial refund (e.g., if part of the order was correct), the refund will be adjusted to account for the promotional discount applied.

Subscription-based Orders: For recurring orders (e.g., weekly meal plans), cancellations of specific orders are subject to the terms outlined in the subscription agreement. Refunds for these orders will be handled on a case-by-case basis.

Force Majeure

Yumdeli is not responsible for delays or failures in order fulfilment caused by circumstances beyond our control, including but not limited to:

• Natural disasters (e.g., floods, storms, fires).
• Severe weather conditions.
• Unforeseen supply chain disruptions (e.g., ingredient shortages).
• Delivery service disruptions (e.g., vehicle breakdowns, traffic accidents).

In these cases, Yumdeli will not issue a refund, but we will work with you to resolve the issue in the best possible manner, such as rescheduling your delivery or offering alternative solutions.

Modifications to the Cancellations and Refunds Policy

Yumdeli reserves the right to modify or update this Cancellations and Refunds Policy at any time. We will notify you of significant changes via email or in-app notifications. Continued use of our platform after changes are made constitutes acceptance of the updated policy.

This document is an electronic record and published in accordance with the provisions of the Information Technology Act 2000 and as well as The Consumer Protection Act 2019, and the rules made thereunder, the grievance redressal mechanism, including the contact details of the Grievance Officer is given herein below, and generated by a computer system and does not require any physical or digital signatures.
Contact Us for Cancellations and Refunds

For any questions or to request a cancellation or refund, please contact Yumdeli Customer Support:

• Email: support@yumdeli.in
• Phone: 085324 52233

Grievance Officer:

For any order related issue, You may also write to support@yumdeli.in or you may reach out to Us via chat support on the App for real time basis resolution. The Grievance Officer of the Company shall endeavour to acknowledge the User grievances, or complaints or concerns with respect to the Platform, the Content, or the supplies, within 48 hours of receipt of the same and shall endeavour to redresses the same at the earliest and in no event later than 30 (thirty) days of receipt of such request.

• Email: support@yumdeli.in
• Phone: 085324 52233

Address: Address: Office No:47, 1st Floor, Santoshi Raichur hub, Near Gandhi chowk, Raichur, Karnataka 584 101.

Our customer support team is available 24 hours and we aim to resolve all requests as quickly as possible.

Summary

Yumdeli strives to provide a smooth and efficient experience for our customers. If you encounter issues with your order, we are committed to resolving them as quickly and fairly as possible. Whether it's an order error, late delivery, or restaurant cancellation, we offer refunds or credits based on the circumstances. Please review this Cancellations and Refunds Policy to understand your rights and the process for resolving order-related issues.

© 2024 Yumdeli, All rights reserved.