1. Overview
At Here2Order, we strive to provide the best food ordering experience. However, we understand that sometimes cancellations and refunds may be necessary. This policy outlines the terms and conditions for order cancellations and refunds.
2. Order Cancellation Policy
Customer Cancellations:
Cancellation Timeline:
- Free Cancellation: Within 2 minutes of placing the order
- Partial Refund: 2-10 minutes after order placement (90% refund)
- No Refund: After 10 minutes or once food preparation has started
Restaurant Cancellations:
- Full refund if restaurant cancels due to unavailability of items
- Full refund if restaurant is unable to fulfill the order
- Refund processed within 5-7 business days
3. Refund Eligibility
You are eligible for a full refund in the following cases:
- Wrong items delivered
- Missing items from your order
- Food quality issues (spoiled, contaminated, or inedible food)
- Significant delay in delivery (more than 60 minutes from estimated time)
- Order not delivered
- Double charging or payment errors
- Restaurant cancellation
4. How to Request a Refund
Step 1: Report the Issue
Contact our support through the app within 24 hours of order delivery:
- Through the app/website: Go to "Order History" → "Report Issue"
- Email: support-mail@here2order.com
- App Support: Available in-app messaging
Step 2: Provide Details
Please provide the following information:
- Order ID
- Description of the issue
- Photos (if applicable)
- Contact details
Step 3: Review Process
Our team will review your request within 24-48 hours and respond with a resolution.
5. Contact Information
For refund-related queries, reach us through:
Customer Support: support-mail@here2order.com
App Support: Available through in-app messaging
Support Hours: 24/7
Average Response Time: 2-4 hours