Refund Policy

Effective Date: 20/10/2014

At Delivo, we strive to ensure that you receive the best possible service and quality with every order. However, we understand that issues can occur. This Refund Policy explains the circumstances under which refunds may be issued and the process to follow if you encounter a problem with your order.

1. Eligibility for Refunds

Refunds may be granted under the following circumstances:

• Incorrect Order: If you receive a wrong item or your order is missing an item that was paid for.
• Damaged or Poor-Quality Food: If the food delivered is damaged, stale, or does not meet reasonable quality standards.
• Non-Delivery: If your order is not delivered due to unforeseen circumstances, and no alternative arrangement can be made.
• Late Delivery: If the delivery is excessively delayed (beyond a reasonable time frame) and impacts the quality or experience of your meal.

2. Non-Refundable Situations

Refunds will not be provided under the following circumstances:

• Change of Mind: Once the order is confirmed and prepared, cancellations due to a change of mind will not be eligible for a refund.
• Unavailability to Receive Order: If the delivery fails because you provided an incorrect address or were unavailable to receive the order.
• Custom Preferences: Minor deviations from your requested preferences (e.g., missing condiments or spice levels).
• Weather or Traffic Delays: Delivery delays caused by factors beyond our control, such as weather or traffic conditions, are not eligible for refunds.

3. How to Request a Refund

If you encounter an issue with your order, please follow these steps:

1. Contact Customer Support: Reach out to us via the Delivo app or email us at support@delivo.com within 24 hours of receiving your order.
2. Provide Order Details: Include your order ID, date, and a brief description of the issue. If possible, attach photos as evidence of the problem.
3. Resolution Process: Our support team will investigate the issue by contacting the restaurant and delivery partner. We will aim to resolve the issue promptly.

4. Refund Options

Once your refund request is approved, you will have the following options:

• Refund to Original Payment Method: The amount will be credited to the original payment method (credit/debit card, wallet, etc.). Processing may take 5-7 business days, depending on your bank or payment provider.
• Delivo Credits/Wallet Balance: As an alternative, we can offer refunds in the form of Delivo credits that can be used on future orders.

5. Partial Refunds

In some cases, a partial refund may be issued if only part of the order is incorrect or unsatisfactory. For example, if a side dish is missing but the main order is correct, we may refund the cost of the missing item only.

6. Cancelled Orders by Delivo

If Delivo or the restaurant cancels your order due to unforeseen circumstances (e.g., item unavailability or technical issues), you will be eligible for a full refund of the amount paid.

7. Refund Timeline

• Approval Time: We strive to review refund requests within 2 business days of receiving them.
• Processing Time: Once approved, refunds may take 5-7 business days to reflect in your account, depending on your payment method.

8. Contact Us

If you have any questions or concerns about this Refund Policy, please contact us:
Email: support@delivonow.com
Phone: +91-2973357742
Address: Shop No. -14, Garveet Tower, Bhinmal Bye Pass Road, Jalore