Refund policy

Refund Policy

At Foodpapa, we are dedicated to delivering an exceptional food delivery experience. While we strive to ensure all orders are accurate, timely, and of high quality, we recognize that occasional issues may occur. This Refund Policy outlines the conditions under which refunds may be requested and granted, ensuring a fair and transparent process for all our customers.

1. Eligibility for Refund

Refunds may be considered in the following situations:

Incorrect or Incomplete Order: If you receive items that were not ordered, or your order is missing one or more items.
Late Delivery: If your order is delivered more than 180 minutes after the estimated delivery time, and you were not informed in advance about the delay.
Damaged or Missing Items: If the food is spilled, improperly packaged, physically damaged, or if one or more items are missing.
Quality Concerns: If the delivered food does not meet reasonable expectations of quality, freshness, or presentation, such as being stale, undercooked, spoiled, or visually unappealing.

Foodpapa reserves the right to verify these claims before approving a refund.

2. How to Request a Refund

If you experience any of the above issues, we encourage you to report the problem immediately. Requests should be submitted within 2 hours of order delivery to be considered valid.

Please follow these steps:

Open the Foodpapa app and go to “Help” or “Order History”.
Select the relevant order and click “Report an Issue”.
Provide the following details:
- Your Order Number
- Clear photographs of the issue (damaged food, incorrect items, etc.)
- A short explanation of the problem

Our customer support team will assess the issue, investigate with the restaurant and delivery partner (if necessary), and inform you of the resolution.

3. Refund Processing Time

If your refund request is approved:

The refund will be processed to the original method of payment (e.g., credit/debit card, digital wallet).
It may take 3 to 7 business days for the refund to appear in your account, depending on your payment provider’s processing times.
In case of Cash on Delivery (COD) orders, eligible refunds will be provided as Foodpapa credits or vouchers unless a specific refund method is requested.

We will notify you via email or app notification once the refund has been processed.

4. Non-Refundable Situations

Refunds will not be provided under the following circumstances:

The order was delivered correctly, and no valid issue was reported.
The order was canceled by the customer after confirmation or after preparation had started.
An incorrect delivery address or incomplete contact details were provided by the customer, resulting in failed delivery.
The customer was unavailable to receive the order at the provided delivery address.
Delays caused by force majeure events or conditions beyond our control (e.g., extreme weather, traffic disruption).

5. Dispute Resolution

If you are dissatisfied with the outcome of your refund request, you may escalate the issue by replying to the support email with additional information. Our team will conduct a secondary review to ensure fairness.

6. Contact Us

For all refund-related queries or complaints, please contact us through the app or email:
📧 support@foodpapa.com
📱 In-app Help Section → Order History → Report an Issue

7. Policy Updates

Foodpapa reserves the right to update this Refund Policy at any time to reflect operational, legal, or customer service changes. Updates will be posted on our platform, and material changes will be communicated to users directly.