Returns & Refunds Policy

1. Introduction

Grocista Foodie ("we," "us," or "our") is a premium food marketplace that facilitates the delivery of food and grocery items from third-party vendors. This Returns & Refunds Policy outlines the conditions under which you may cancel orders, return items, or request refunds. By placing an order on our website, mobile applications, or services (collectively, the "Platform"), you agree to this policy.

As a delivery platform, Grocista Foodie is not responsible for food preparation, quality, or safety. Issues related to product quality must be addressed with the vendor.

2. Order Cancellations

You may cancel an order before the vendor begins preparation. To cancel:

• Use the cancellation option on the Platform (if available).
• Contact us immediately via our Contact Page, email (grocista@gmail.com), or phone (+977 9709057915).

Cancellations after preparation begins are not guaranteed and may not be eligible for a refund. If the vendor agrees to cancel, a full refund will be processed to your original payment method within 5-7 business days.

3. Eligibility for Returns

Due to the perishable nature of food and grocery items, returns are limited. You may be eligible for a return or refund if:

• The wrong item was delivered.
• The item was damaged or spoiled upon delivery (e.g., packaging issues during transport).
• The order was not delivered due to an error by Grocista Foodie or our delivery partner.

Food quality issues (e.g., taste, preparation, or ingredients) are not eligible for returns or refunds through Grocista Foodie. Such concerns must be addressed directly with the vendor.

4. Return Process

To request a return or refund:

• Contact us within 24 hours of delivery via our Contact Page, email (grocista@gmail.com), or phone (+977 9709057915).
• Provide your order number, a description of the issue, and photographic evidence (e.g., damaged or incorrect items).
• We will review your request and coordinate with the vendor or delivery partner as needed.

If approved, we may offer a refund, replacement, or store credit, at our discretion. Refunds will be processed to your original payment method within 5-7 business days.

5. Non-Returnable Items

The following are not eligible for returns or refunds:

• Items consumed or partially used.
• Orders cancelled after preparation has begun (unless approved by the vendor).
• Issues related to food quality, taste, or preparation (vendor responsibility).
• Orders delayed due to external factors (e.g., weather, traffic, or incorrect delivery information).

6. Vendor Responsibilities

Vendors are responsible for:

• Ensuring accurate product descriptions, including ingredients and allergens.
• Preparing and packaging orders to maintain quality during delivery.
• Addressing complaints related to food quality, taste, or preparation.

Grocista Foodie facilitates communication between you and the vendor but is not liable for vendor-related issues. For vendor disputes, contact the vendor directly or reach out to us for assistance.

7. Delivery Issues

If an order is not delivered or is damaged during delivery, we will investigate and may offer a refund or replacement, subject to our review. You must report delivery issues within 24 hours. For full delivery terms, see our Shipping Policy.

8. Refunds

Refunds are issued under the following conditions:

• Order cancelled before preparation (full refund).
• Wrong, damaged, or missing items (full or partial refund, based on the issue).
• Non-delivery due to Grocista Foodie or delivery partner error (full refund).

Refunds are processed to your original payment method within 5-7 business days after approval. If you receive a replacement or store credit, no additional refund will be issued.

9. Limitation of Liability

Grocista Foodie is not liable for:

• Food quality, safety, or preparation issues (vendor responsibility).
• Losses due to incorrect delivery information provided by you.
• Delays or issues caused by external factors (e.g., weather, vendor errors).

Our liability is limited to the order amount or delivery fee paid. For full details, see our Terms of Use.

10. Changes to This Policy

We may update this Returns & Refunds Policy to reflect changes in our practices or legal requirements. Updates will be posted on the Platform, and significant changes will be communicated via email or a Platform notice. Your continued use of the Platform after updates constitutes acceptance of the revised policy.

11. Contact Us

For questions about this Returns & Refunds Policy or to report an issue, please reach out via our Contact Page, email us at grocista@gmail.com, or call us at +977 9709057915.