Last Updated: 26-01-2025
At FoodLab, we prioritize customer satisfaction and strive to ensure a seamless and reliable food delivery experience. However, we understand that certain situations may require a refund. This Refund Policy outlines the terms and conditions under which refunds are issued, ensuring transparency and fairness to all stakeholders, including users, restaurants, and delivery partners.
1. General Eligibility for Refunds
Refunds are available in the following circumstances:
• The order was not delivered or was significantly delayed beyond the estimated delivery time.
• The order was incorrect, incomplete, or contained damaged/expired items.
• The restaurant failed to prepare the order or canceled it.
• Unauthorized charges or duplicate payments were made on your account.
2. Situations Not Eligible for Refunds
Refunds will not be issued in the following scenarios:
• Change of mind after placing an order.
• Incorrect or incomplete address provided by the user, resulting in failed delivery.
• Orders canceled by the user after food preparation has commenced.
• Delays caused by factors outside FoodLab’s control, such as weather, traffic, or other unforeseen circumstances.
3. Refund Process
3.1. Initiating a Refund Request
To request a refund, you must:
• Contact our customer support team via the app, website, or email within 24 hours of the incident.
• Provide the following details:
• Order ID or receipt number.
• A detailed explanation of the issue.
• Photos or evidence, if applicable (e.g., photos of damaged or incorrect items).
3.2. Review and Approval
• Upon receiving your request, our support team will review the details and contact the restaurant or delivery partner to investigate the issue.
• Refunds will be approved if the investigation confirms that the issue falls within the eligible criteria outlined in Section 1.
4. Refund Methods
Refunds will be processed using the same payment method used for the original transaction. The refund methods include:
• Credit/Debit Card Payments: Refunds will be credited back to the same card used during payment.
• Wallet Balance: If you used your FoodLab wallet, the refund will be credited back to your wallet for future use.
• Third-Party Payment Systems: Refunds for payments made through third-party systems (e.g., PayPal) will be subject to the respective provider’s refund policies.
5. Refund Timelines
The time it takes for the refund to reflect in your account depends on the payment method:
• Credit/Debit Cards: 5–7 business days, depending on your bank.
• FoodLab Wallet: 1–2 business days.
• Third-Party Payment Systems: Timelines are subject to the third-party provider’s policies.
If a refund has been processed but does not appear in your account within the expected timeframe, please contact your bank or payment provider for further assistance.
6. Cancellations and Refunds
6.1. Order Cancellations by the User
• Users can cancel an order only if the restaurant has not yet started preparing it.
• If the order is canceled within this time frame, a full refund will be issued.
• If the restaurant has already started preparation, cancellation will not be eligible for a refund.
6.2. Order Cancellations by the Restaurant
• If a restaurant cancels an order due to unavailability of items or other reasons, a full refund will be processed automatically.
6.3. Order Cancellations by FoodLab
• In rare cases, FoodLab may cancel an order due to technical issues, delivery constraints, or other unforeseen circumstances. In such cases, a full refund will be provided.
7. Incorrect or Missing Items
If you receive an incorrect or incomplete order, you are eligible for a partial or full refund depending on the severity of the issue:
• Missing Items: A refund will be issued for the value of the missing items.
• Incorrect Items: A refund may be issued for incorrect items, provided they were not consumed.
8. Damaged or Expired Food
If the delivered food is damaged, spoiled, or expired, users are eligible for a refund under the following conditions:
• The issue is reported to customer support immediately upon delivery.
• Clear photographic evidence is provided.
9. Unauthorized Transactions
If you suspect an unauthorized transaction or fraudulent activity on your account, please contact us immediately. Refunds will be processed after a thorough investigation and verification of the claim.
10. Customer Support
For refund-related inquiries or assistance, you can reach our customer support team through the following channels:
• Email: [Insert Email Address]
• Phone: [Insert Phone Number]
• In-App Support: Navigate to the “Help” section of the app.
11. Amendments to the Refund Policy
FoodLab reserves the right to modify or update this Refund Policy at any time. Changes will be communicated through the Platform, and the updated policy will take effect immediately upon posting.
12. Contact Us
If you have questions or concerns about this Refund Policy, please contact us at:
Email: support@foodlab.com.ng
Phone: [--- --- --- ----]
Address: No. 11 Apeja Odomola Epe, Lagos
At FoodLab, we value your trust and satisfaction. Thank you for choosing us for your food delivery needs.
