Refund Policy

1. Overview

At HighQ Foods, we strive to provide the best food delivery experience. This Refund Policy outlines the circumstances under which refunds may be provided and the process for requesting them.

We are committed to customer satisfaction and will work to resolve any issues with your order promptly and fairly.

2. Refund Eligibility

Refunds may be provided in the following circumstances:

2.1 Order Cancellation

• Order cancelled by the restaurant before preparation begins
• Order cancelled due to unavailability of items
• Order cancelled by HighQ Foods due to operational issues
• Customer cancellation within the allowed time frame (before order preparation)

2.2 Delivery Issues

• Order not delivered within the promised time frame (significant delays)
• Order delivered to the wrong address due to our error
• Order lost or damaged during delivery
• Delivery person unable to reach the delivery location due to incorrect address provided by us

2.3 Quality Issues

• Food items received are significantly different from what was ordered
• Food items are spoiled, contaminated, or unsafe for consumption
• Missing items from the order
• Food quality issues that make the items inedible

2.4 Payment Issues

• Duplicate charges for the same order
• Charges for orders that were not placed or confirmed
• Technical errors resulting in incorrect charges

3. Non-Refundable Situations

Refunds will not be provided in the following circumstances:

• Change of mind after order confirmation and preparation has begun
• Delivery delays due to incorrect address provided by the customer
• Customer unavailable at the delivery location
• Delivery delays due to weather conditions or circumstances beyond our control
• Taste preferences or subjective dissatisfaction with food quality
• Orders that have been consumed or partially consumed
• Delivery fees for successfully delivered orders

4. Refund Process

4.1 How to Request a Refund

To request a refund, please:

1. Contact our customer support team immediately
2. Provide your order number and details of the issue
3. Submit any supporting evidence (photos, if applicable)
4. Allow our team to investigate the issue

4.2 Investigation Process

Our customer support team will investigate your refund request within 24-48 hours. We may contact you for additional information or clarification during this process.

4.3 Refund Decision

Once our investigation is complete, we will notify you of our decision. If approved, the refund will be processed according to the timelines mentioned below.

5. Refund Methods and Timelines

5.1 Online Payments

For orders paid online (credit/debit cards, UPI, digital wallets), refunds will be processed to the original payment method within 5-7 business days after approval.

5.2 Cash on Delivery (COD)

For COD orders where payment has been collected, refunds will be processed through bank transfer or digital wallet to the account details provided by the customer within 7-10 business days.

5.3 Wallet Credits

In some cases, we may offer wallet credits that can be used for future orders. These credits do not expire and can be used at any time.

6. Partial Refunds

In cases where only part of your order is affected (e.g., missing items, partial quality issues), we may provide a partial refund corresponding to the affected items.

Delivery fees may be refunded partially or fully depending on the nature of the issue and whether the delivery was completed.

7. Alternative Resolutions

Instead of a refund, we may offer alternative resolutions such as:

• Replacement order at no additional cost
• Store credit for future orders
• Discount coupons for future purchases
• Complimentary items or upgrades

8. Dispute Resolution

If you are not satisfied with our refund decision, you may escalate the matter to our senior customer service team. We are committed to finding a fair resolution to all disputes.

For unresolved disputes, you may seek resolution through appropriate consumer protection forums as per Indian law.

9. Contact Information

For refund requests or questions about this policy, please contact us:

10. Policy Updates

We reserve the right to update this Refund Policy at any time. Any changes will be posted on our website with an updated effective date. Continued use of our service after such changes constitutes acceptance of the updated policy.