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Refund Policy

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Refund Policy

At FoodKal, we strive to provide a smooth, reliable, and convenient ordering experience for our customers. We understand that situations may arise where an order needs to be cancelled, modified, or refunded.

This Refund Policy explains the conditions under which refunds may be issued for orders placed through the FoodKal platform, including our mobile applications and related services.

By placing an order through FoodKal, you agree to the terms described in this Refund Policy.

Order Cancellation

Customers may request cancellation of an order through the FoodKal application, subject to the order status and applicable conditions.

Cancellation requests may be accepted if:

  • The vendor has not started processing or preparing the order.

  • The order has not been handed over for delivery.

  • The cancellation request is made within the permitted cancellation period.

Once an order has been prepared, dispatched, or handed over to a delivery partner, cancellation may not be possible, and a refund may not be provided unless applicable under this policy.

Refund Eligibility

A refund may be considered in situations including:

  • The order was cancelled successfully according to the cancellation terms.

  • The vendor is unable to fulfill the order due to product unavailability.

  • The customer received an incorrect item.

  • The customer received damaged or unacceptable products.

  • The order was not delivered due to reasons attributable to FoodKal, the vendor, or the delivery process.

Refund requests may require verification through order details, photographs, delivery information, or other supporting details provided by the customer.

Non-Refundable Situations

Refunds may not be provided in situations including:

  • Incorrect delivery address provided by the customer.

  • Customer unavailable at the delivery location.

  • Customer refusing to accept an order without a valid reason.

  • Change of mind after order preparation has started.

  • Issues caused by incorrect information provided by the customer.

  • Product preferences that were clearly mentioned or accepted at the time of ordering.

Food Orders

For food orders, customers are encouraged to check the order details immediately after delivery.

If there is an issue with a food order, customers should report it through FoodKal customer support within a reasonable time after receiving the order.

Refund decisions may depend on factors such as:

  • Order condition

  • Vendor confirmation

  • Delivery details

  • Supporting evidence provided by the customer

Grocery Orders

For grocery orders, refunds may be considered for:

  • Missing items

  • Incorrect items

  • Damaged products

  • Quality issues reported within the applicable time period

Certain products may not be eligible for return or refund due to their nature, safety requirements, or applicable regulations.

Payment Refund Process

If a refund is approved, the amount will be processed through the original payment method used by the customer wherever applicable.

The time required for the refund to appear may vary depending on:

  • Payment method

  • Banking institution

  • Payment service provider processing time

FoodKal is not responsible for delays caused by external payment providers.

Vendor Responsibility

Vendors are responsible for providing accurate product information and maintaining product quality.

If an issue occurs due to vendor-related reasons, FoodKal may review the situation and take appropriate action, including processing refunds where applicable.

Delivery-Related Issues

If an order cannot be completed due to delivery-related issues, FoodKal will review the circumstances and determine the appropriate resolution.

Factors considered may include:

  • Delivery status

  • Communication attempts

  • Customer availability

  • Delivery partner reports

  • Order condition

Refund for Promotional Offers

Orders placed using promotional offers, discounts, coupons, or special campaigns may have specific refund conditions.

Refund amounts may be calculated based on the actual amount paid by the customer and applicable offer terms.

How to Request a Refund

Customers can request a refund or report an issue through:

  • FoodKal application support

  • Customer support contact details provided on our platform

Customers should provide relevant order details to help us review the request quickly.

Changes to This Refund Policy

FoodKal reserves the right to update or modify this Refund Policy at any time to reflect changes in our services, business operations, or applicable regulations.

Any updates will be published through our platform with the revised effective date.

Thank you for choosing FoodKal.