Refund and Cancellation Policy

 

Effective Date: 27 April 2025

This Refund and Cancellation Policy outlines the terms under which refunds and order cancellations may be issued to consumers using the FoodXplo platform (“Platform”). By placing an order through the Platform, you agree to this policy.

 

1. Order Cancellation

1.1 Cancellation Before Order Acceptance

Consumers may cancel their order at no charge if the merchant has not yet accepted or begun preparing the order.

1.2 Cancellation After Order Acceptance

If the merchant has already accepted or started preparing the order:

  • Cancellations are not guaranteed, and

  • Refund eligibility will be assessed on a case-by-case basis, depending on the preparation status.

1.3 Dine-In Orders with Table Numbers

For dine-in orders where food is prepared for a specific table number:

  • Orders cannot be cancelled once the merchant has begun preparing the food.

  • If you wish to change your table number, please contact the merchant immediately.

 

2. Refund Policy

2.1 Eligible Refund Situations

Refunds may be granted under the following circumstances:

  • The wrong item was delivered (e.g., incorrect dish or missing item).

  • The item was not delivered at all (due to merchant error or technical issues).

  • The item delivered was spoiled or clearly unfit for consumption (subject to merchant confirmation).

2.2 Non-Refundable Situations

Refunds will not be issued in the following cases:

  • You changed your mind after the food has been prepared.

  • You were unsatisfied with the taste or personal preferences.

  • You provided the wrong table number or pickup instructions.

 

3. How to Request a Refund

To request a refund, you must:

  • Contact us via [This email address is being protected from spambots. You need JavaScript enabled to view it.] or through the in-app support channel within 2 hours of the order time.

  • Provide your order ID, reason for the refund, and any supporting photos if applicable.

Refunds, if approved, will be issued to your original payment method within 5–10 working days, depending on your payment provider.

 

4. Disputes and Merchant Involvement

FoodXplo acts as a technology platform and does not prepare or deliver food. The merchant is solely responsible for fulfilling orders. However, FoodXplo will mediate disputes fairly where necessary.

 

5. Modifications

We reserve the right to modify this policy at any time. Updates will be published on our website or app. Continued use of the Platform constitutes acceptance of the revised policy.