Refund & Cancellation Policy
At Quality Food Hub, we strive to provide you with the best food delivery experience. However, we understand that sometimes things don't go as planned. This Refund & Cancellation Policy outlines the circumstances under which refunds or cancellations are allowed.
1. Order Cancellation by Customer
You may cancel your order before it is accepted by the restaurant. Once the order is confirmed and preparation begins, cancellations may not be possible.
- Before acceptance: Full refund (if prepaid) or no charge (if COD).
- After acceptance but before dispatch: Cancellation may be allowed at the restaurant's discretion. A partial refund (excluding processing fees) may be issued.
- After dispatch: No cancellation is allowed. Please refuse delivery if necessary.
2. Order Cancellation by Quality Food Hub
We reserve the right to cancel an order due to:
- Unavailability of items ordered.
- Issues with payment verification.
- Suspected fraudulent activity.
- Technical errors or force majeure events.
In such cases, a full refund will be issued to your original payment method within 5–7 business days.
3. Refund for Missing or Incorrect Items
If you receive an order that is missing items or contains incorrect items, please notify us within 1 hour of delivery. We may offer:
- Partial refund for the value of the missing/incorrect items.
- Re-delivery of the correct items (subject to availability).
To request a refund, provide your order ID and clear photos of the received items along with the delivery slip.
4. Refund for Poor Quality or Spoiled Food
If you believe the food quality is unacceptable (e.g., spoiled, undercooked, contaminated), please contact us within 30 minutes of delivery. We may request photos or a return of the item for inspection. After review, we may issue a full or partial refund at our discretion.
5. Late Delivery Refund
We aim to deliver within the promised time frame. If your order is delayed by more than 60 minutes beyond the estimated delivery time (excluding unforeseen circumstances like traffic or weather), you may be eligible for a partial refund (up to 20% of the order value). Please contact us with your order ID.
6. Refund Process
Once a refund is approved:
- Prepaid orders (Card/UPI/NetBanking): Refund will be credited to your original payment source within 5–10 business days.
- Prepaid orders (Wallet): Refund will be added to your Quality Food Hub wallet instantly (if allowed) or via original method.
- Cash on Delivery (COD): Since no payment was collected online, refunds are not applicable. However, we may offer a discount coupon for future orders.
7. Non-Refundable Situations
Refunds will not be provided in the following cases:
- Change of mind after the order is prepared.
- Minor delays due to external factors (traffic, weather, festivals).
- Failure to provide correct delivery address or contact details.
- Customer unavailability at the time of delivery.
- Request made after the specified time windows (1 hour for missing items, 30 minutes for quality issues).
8. Dispute Resolution
If you are not satisfied with our refund decision, you may escalate the matter by writing to qualityfood.kuli@gmail.com with the subject "Refund Dispute – [Order ID]". We will review the case within 7 days.
9. Changes to This Policy
We may update this Refund Policy from time to time. Any changes will be posted on this page with an updated effective date.
10. Contact Us
For all refund and cancellation requests, please reach out to us:
Email: qualityfood.kuli@gmail.com
Phone/WhatsApp: 9851529693
Business Hours: 10:00 AM – 9:00 PM (IST), 7 days a week.