Refund Policy
At [The DryLicious], customer satisfaction is our highest priority. We strive to serve delicious food with the utmost attention to quality, hygiene, and service standards. However, we understand that there may be occasions where you are not completely satisfied with your experience. This Refund Policy outlines the terms and conditions under which refunds may be issued for food orders placed with us.
Please read this policy carefully before placing your order. By purchasing from us, you acknowledge that you have read, understood, and agreed to the terms of our refund policy.
1. General Conditions for Refund Eligibility
Refunds are considered on a case-by-case basis under the following conditions:
Incorrect items delivered.
Missing items in the order.
Food quality issues (e.g., spoiled, undercooked, or burnt items).
Excessive delays in delivery beyond the promised time (where applicable).
Non-receipt of order (for delivery/takeaway).
Refunds will not be issued for:
Change of mind after the food is prepared or delivered.
Slight variations in presentation or taste.
Spicy level, portion size dissatisfaction (unless not as described).
Orders placed with incorrect delivery addresses or customer details.
Custom orders that were prepared as per the customer’s specifications.
2. Time Frame to Raise a Complaint
To be eligible for a refund, the issue must be reported within:
30 minutes of receiving the order for delivery or takeaway.
Before leaving the premises for dine-in experiences.
This helps us verify your concern and take immediate action to resolve the issue, whether through a refund, replacement, or store credit.
3. How to Request a Refund
To request a refund, please follow these steps:
Contact us immediately via phone or email with the following details:
Order number or receipt.
Description of the issue.
Photo evidence (for damaged, incorrect, or spoiled items).
Time of receipt and method of order (dine-in, takeaway, delivery).
Our team will investigate the issue. This may include reviewing order logs, contacting delivery partners, and examining photos.
If your request meets our criteria, a refund, replacement, or store credit will be issued within 3–5 business days.
All decisions regarding refunds are made at the sole discretion of [Your Business Name] management.
4. Delivery-Specific Issues
We partner with trusted delivery services to ensure timely and safe arrival of your order. However, if your order is delayed or undelivered, please notify us immediately. Refunds for delivery-related issues will be processed only when:
The food was delivered more than 45 minutes late from the estimated delivery window (unless due to weather, traffic, or uncontrollable delays).
The order was delivered to the wrong address due to a mistake from our end or the delivery partner.
The food arrived in unsatisfactory condition (e.g., spillage, leakage, or spoilage).
Refunds will not be issued for delivery issues caused by:
Incorrect contact information provided by the customer.
Unavailability of the recipient at the time of delivery.
Failure to answer calls or respond to delivery personnel.
5. Refund Methods and Timelines
If your refund is approved, it will be issued using the same payment method used at the time of the order:
Online Payments (credit card, UPI, wallet, etc.): Refunds will be processed within 3–7 business days.
Cash Payments: A refund will be offered in the form of store credit or through bank transfer upon request.
Please note: We are not responsible for delays caused by banks or third-party payment processors.
6. Partial Refunds
In some cases, we may offer a partial refund rather than a full one, especially if:
Only part of the order was incorrect.
The order was partially consumed.
The complaint pertains to a subjective issue (e.g., taste or presentation).
Our goal is fairness – we want to resolve the issue without unnecessary loss or misuse of our refund system.
7. Replacements and Store Credit
In addition to refunds, we may also offer:
A replacement order delivered at no additional cost.
A store credit equivalent to the value of the disputed item(s), which can be redeemed within 30 days of issue.
This option is usually offered when a refund is not feasible or if the customer prefers a future purchase instead.
8. Abuse of Refund Policy
We reserve the right to deny refunds and/or block future orders if we detect:
Excessive or repeated refund requests from a single customer.
Attempts to exploit or manipulate our goodwill.
Dishonest claims or lack of proof for a refund request.
We value trust, and our policy is designed to help genuine customers – not to be taken advantage of.
9. Force Majeure
We are not responsible for order cancellations or issues arising due to force majeure events, including but not limited to:
Natural disasters
Political unrest
Acts of God
Government regulations or lockdowns
Unforeseen infrastructure failures
In such cases, refunds may be withheld or delayed based on circumstances beyond our control.
10. Contact Us
If you have any questions about this refund policy or wish to file a complaint, please contact us:
[Your Business Name]
Customer Service: [Phone Number]
Email: [Support Email]
Operating Hours: [Hours of Operation]
Website: [Your Website URL]