Refund and Cancellation Policy
The FoOods Refund and Cancellation Policy
All Capitalized terms used in this document, but not defined herein shall have the meaning assigned to them under the Terms and Conditions which govern your use of our website www.thefooods.com (the “Website”) and our ‘The FoOods’ application for mobile and handheld devices (the “App”). The Website and the App will hereafter be jointly referred to as the “Platform”.I. CUSTOMER CANCELLATION
As a general rule, the User shall not be entitled to cancel the Order once placed. The User may choose to cancel the Subscription Order/Live Menu Order before 10:30 am every day. However, subject to the User’s previous cancellation history, The FoOods reserves the right to deny any refund to the User, pursuant to a cancellation initiated by User, even if the same is within the time frame that is aforementioned. This may be followed by suspension of account, as may be necessary for Our sole discretion.In the event that the User cancels the Order after the time stipulated above, that is 10:30 am on that particular day, The FoOods reserves the right to collect a penalty of 100% of the Order amount for breach of contract terms as to compensate for the damages suffered by Us, with a right to either not to refund the Order value in case User’s Order is prepaid or recover the amount from the User’s The FoOods Wallet, or from the User’s subsequent Order if it is a Cash-on-Delivery Order.
II. NON-CUSTOMER CANCELLATION
The FoOods reserves the right to collect a penalty for the Orders constrained to be canceled by The FoOods for reasons not attributable to Us, including but not limited to:i) in the event that the address provided by the User is either wrong or falls outside the delivery zone;
ii) failure to contact the User by phone or email at the time of delivering the Order;
iii) failure to deliver the Order due to misinformation, lack of information, direction, or authorization from User at the time of delivery;
However, in the unlikely event of an item in an Order being unavailable, The FoOods will contact the User on the phone number provided to us at the time of placing the Order and inform the User of such unavailability. In such an event the User will be entitled to cancel the entire Order and shall be entitled to a refund to an amount up to 100% of the Order value.
There may also be cases where The FoOods is either unable to accept your Order or cancels the Order, due to reasons including but not limited to, technical errors, or any other reason attributable to The FoOods. In such cases, The FoOods shall not charge a cancellation charge from the User. If the order is canceled after payment has been charged and you are eligible for a refund of the Order Value or any part thereof, the said amount will be reversed to you, as per the terms laid out in the Refund section of this Policy.
For any complaint, with respect to the Order which shall include instances but not be limited to food spillage, tampered packaging, foreign objects in food, or delivery of the wrong order, the User will be entitled to a refund, provided the same is communicated to the Customer Care on the Platform, within an hour of delivery. The User will be required to share the proof of the same before any resolution can be provided.
III. REFUNDS
The User may be entitled to a refund of a proportionate amount for prepaid Orders for the reasons listed above. However, The FoOods retains the right to retain the penalty, if any, payable by the User in from the amount refundable to him/her. All Refunds will be assessed on a case-to-case basis by The FoOods, and Our decisions will be final, and binding.All refund amounts shall be credited to the User’s The FoOods Wallet, linked to his/her account on the Platform. The Refund amount will be processed and reflected in the User’s Wallet within a period of fifteen working days from the time the request for the Refund is placed and confirmed.
IV. THE FOOODS WALLET
The FoOods Wallet will be valid for a definite period only. In the event we make changes to the validity period, the unused balances after the expiry of such an account will be forfeited in accordance with the applicable regulations.You will be allowed to use only one The FoOods Wallet at any given point in time. This is a reloadable service and can be used for ONLY purchasing Food from the aforementioned Platform.
You will not be able to transfer money from your The FoOods Wallet to other The FoOods Wallets and/or bank accounts. The only time you can transfer money out of this account is at the point of closure of your account.