SHIPPING AND REFUND POLICY
This Shipping and Refund Policy(“Policy”) is applicable to all orders placed through our platform for home-cooked food services (the “Platform”). The Platform connects vendors providing home-cooked meals (the “Vendor”) with customers seeking such services (the “Customer”). Please read the Policy carefully before making any purchase.
- Cancellations:
- Order Cancellation by the Customer:
- Customers can cancel their order before the Vendor starts preparing the food. The cancellation option will be available on the app/website under the "My Orders" section.
- Once the order preparation begins, cancellations will not be allowed.
- In case of successful cancellation before preparation, the amount paid will be refunded as per the refund process mentioned below.
- Order Cancellation by the Vendor:
- The Vendor reserves the right to cancel an order due to unforeseen circumstances such as unavailability of ingredients, equipment failure, or personal emergencies.
- In such cases, the Customer will be notified immediately, and a full refund will be processed.
- Return Policy:
- Due to the perishable nature of food items, returns are not allowed after the order has been delivered.
- Customers are encouraged to check the food upon delivery to ensure there are no issues. If there is a problem with the order (e.g., incorrect items or damaged packaging), the Customer must report the issue within 30 minutes of receiving the food via the help/support section of the app/website.
- Issues related to the quality of food or incorrect orders will be investigated, and appropriate measures such as replacements or refunds will be made based on the investigation results.
- Refund Policy:
- Eligibility for Refunds:
- Cancellations before Preparation: If the order is cancelled before the Vendor starts preparing the food, the full amount will be refunded.
- Incorrect or Damaged Orders: If an investigation proves that the Customer received incorrect items or the food was damaged during delivery, the amount paid for the incorrect/damaged items will be refunded.
- Non-Refundable Situations:
- Orders cancelled after the Vendor starts preparation.
- Orders where the food has been consumed entirely or partially, unless quality issues are reported within 30 minutes of delivery.
- Complaints made after the 30-minute time window.
- Refund Process:
- Once approved, refunds will be processed within 5-7 business days. The amount will be credited to the original payment method used by the Customer.
- In case of payment through Cash on Delivery (COD), the Customer will need to provide valid bank account details for refund processing.
- Complaints & Disputes:
- Customers who have complaints or disputes regarding the food quality or service can contact our support team within 30 minutes of receiving the order. The Platform will mediate between the Customer and the Vendor to resolve any disputes.
- The decision regarding refunds or compensation will be made at the sole discretion of the Platform, based on the findings of the investigation.
- The Platform reserves the right to reject refund requests in case of fraudulent or unjustified claims.
- Delivery Areas:
- Our Platform currently delivers within specific areas that are defined by the Vendor’s delivery range. The delivery availability for each order will be displayed during the checkout process based on the Customer’s location.
- Orders placed outside the Vendor’s delivery range will not be accepted.
- Delivery Time:
- The estimated delivery time for each order will depend on the Vendor’s location, food preparation time, and the Customer’s delivery address. Typical delivery times range between 30 minutes to 2 hours.
- While we strive to ensure timely delivery, certain factors such as traffic conditions, weather, or other unexpected events may cause delays. In such cases, the Customer will be notified of the delay via phone, SMS, or through the app.
- During peak hours or festive seasons, delivery times may be extended due to high demand. We recommend placing orders in advance to avoid delays.
- Delivery Charges:
- A delivery fee may be charged depending on the distance between the Vendor’s location and the Customer’s address. The exact delivery charges will be displayed at checkout.
- Certain Vendors may offer free delivery promotions based on a minimum order value or for specific locations. Such offers will be highlighted during checkout.
- Order Tracking:
- Customers can track their orders in real-time through the app/website. The tracking feature will show the current status of the order, including when the Vendor starts preparing the food and when the order is out for delivery.
- Once the order is out for delivery, the Customer will have the option to contact the delivery driver to get real-time updates or give specific instructions.
- Delivery Attempts:
- The delivery driver will make one attempt to deliver the order to the specified address. If the Customer is not available or reachable at the time of delivery, the driver will wait for a maximum of 10 minutes at the delivery location.
- If the Customer is unreachable or fails to accept the order, the order will be marked as a failed delivery. In such cases, no refund will be provided. The Vendor may, at their discretion, allow the Customer to pick up the order directly from the Vendor's location.
- It is the Customer's responsibility to provide accurate delivery details at the time of placing the order. If the delivery fails due to an incorrect address provided by the Customer, no refund will be issued.
- Delivery During Public Holidays:
Delivery services may be limited or unavailable on public holidays, depending on the Vendor’s operation. Customers are advised to check the availability of Vendors during holidays through the app/website.
- Food Safety and Quality During Delivery:
- All food will be packed securely by the Vendor to maintain quality and temperature during delivery. In case of damaged packaging or spillage, Customers are encouraged to report the issue immediately upon receiving the order.
- Since we deal with freshly prepared home-cooked food, it is advised that Customers consume the food promptly upon delivery. The Vendor and the Platform are not responsible for the quality of food after a certain time has passed post-delivery.
- Customer Responsibilities:
- Accessibility: Customers must ensure that the delivery address provided is accessible and that someone is available to accept the order at the designated time.
- Special Instructions: Any special instructions for the delivery (e.g., gate codes, floor numbers, preferred delivery time) should be mentioned while placing the order. However, the delivery driver may not be able to accommodate all special requests.
- Contact Information:
- For issues regarding delivery, please contact our support team via email at service.helpdesk@tiffexx.comor call +91- 8650231404