FoodMate Return & Refund Policy
Last updated: 22 August 2025
At FoodMate, we strive to ensure complete customer satisfaction with every order. This Return & Refund Policy outlines the procedures and conditions for returns and refunds on our platform.
Note: Due to the nature of food products, we cannot accept returns of consumed or partially consumed food items for hygiene and safety reasons.
1. Eligibility for Refunds
You may be eligible for a refund or replacement in the following circumstances:
- Incorrect Order - You received items different from your order
- Missing Items - Parts of your order are missing
- Quality Issues - Food is spoiled, contaminated, or inedible
- Significant Delay - Order arrived well beyond promised delivery time
- Damaged Packaging - Packaging is damaged compromising food safety
Non-refundable situations: Change of mind, not liking the taste, or ordering by mistake.
2. Refund Request Timeframe
To be eligible for a refund, you must report the issue:
- Within 1 hour of order delivery for incorrect, missing, or damaged items
- Within 30 minutes of order delivery for quality issues
- After 45 minutes past estimated delivery time for delay complaints
All refund requests must include clear photos of the issue when applicable.
3. Refund Process
3.1 How to Request a Refund
To request a refund:
- Go to Your Orders in the FoodMate app or website
- Select the order with the issue
- Click "Report an Issue"
- Select the appropriate issue category
- Provide details and upload photos if applicable
- Submit your request
3.2 Refund Methods
Approved refunds will be processed using the original payment method within 7-10 business days. For cash orders, refunds will be issued via FoodMate wallet credit or bank transfer.
4. Partial Refunds
In some cases, partial refunds may be issued:
- Only for minor items in an order have issues
- Minor issues that don't justify a full refund
- Delivery delay of less than 30 minutes
The amount refunded will be proportional to the issue's severity and the order value.
5. FoodMate Wallet Credits
In some cases, we may issue refunds as FoodMate wallet credits:
- For small refund amounts (< $5)
- When the customer prefers instant credit
- For promotional compensation
Wallet credits expire after 90 days and are non-transferable.
6. Restaurant Responsibility
Restaurants are responsible for:
- Preparing orders correctly according to customer specifications
- Ensuring food quality and safety standards
- Packaging items securely to prevent damage during delivery
- Including all ordered items
FoodMate mediates between customers and restaurants to resolve issues fairly.
7. Delivery Partner Responsibility
Delivery partners are responsible for:
- Delivering orders within the estimated time frame
- Handling orders carefully to prevent damage
- Delivering to the correct address
- Following delivery instructions provided by the customer
8. Cancellation Policy
8.1 Customer Cancellation
You may cancel your order:
- Within 5 minutes of placing the order - Full refund
- After 5 minutes but before restaurant preparation begins - Partial refund (may incur processing fee)
- After restaurant begins preparation - No refund
8.2 Restaurant Cancellation
Restaurants may cancel orders due to:
- Unforeseen closure
- Ingredient unavailability
- Technical issues
In such cases, customers receive a full refund and may receive a promotional credit.
9. Dispute Resolution
If you disagree with our refund decision:
- You may appeal within 7 days of the initial decision
- Provide additional evidence to support your case
- A senior customer service representative will review your case
- We aim to resolve all disputes within 14 business days
10. Contact Information
For refund requests or questions about this policy, contact us at:
FoodMate Customer Support
Email: Foodmateofficials@gmail.com
Phone: +1 (800) 123-FOOD (3663)
In-app: Help Center > Refund Requests
Hours: 24/7 availability