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Refund and Cancellation Policy

At Jusfood, we are committed to delivering a delightful and hassle-free food ordering experience. This policy explains the terms governing order cancellations, refunds, and dispute resolutions. By accessing and using Jusfood services, you agree to the following terms:

1. Order Cancellation Policy

1.1 By the Customer

  • Customers can cancel an order before the restaurant accepts the order via the Jusfood app or website.
  • Once an order is accepted by the restaurant and the preparation has started, cancellation is not allowed.
  • If the order is prepaid, the refund process will follow the guidelines outlined in Section 3.

1.2 By the Restaurant or Jusfood

Jusfood reserves the right to cancel an order due to the following reasons:

  • Restaurant unavailability or operational issues.
  • Item(s) being unavailable at the restaurant.
  • Inability to deliver the order due to unforeseen circumstances (e.g., weather, traffic, or technical glitches).
  • Address-related issues such as unreachable location or incorrect address details provided by the customer.

In case of such cancellations:

  • Customers will be notified promptly via SMS, email, or app notification.
  • A full refund will be processed for prepaid orders.

2. Refund Policy

2.1 Eligible Refund Scenarios

Refunds may be considered for the following situations:

  • Incorrect Orders: Items received are not as per the order placed.
  • Quality Issues: Food quality concerns (e.g., stale, undercooked, or contaminated food) validated by Jusfood after necessary investigation.
  • Missing Items: One or more items from the order are missing.
  • Extreme Delays: Delivery delays exceeding a reasonable timeframe resulting in compromised food quality.

2.2 Non-Refundable Situations

Refunds will not be processed in the following cases:

  • Change of mind after order confirmation.
  • Dislike of food due to personal preferences or taste differences.
  • Food is not consumed within a reasonable timeframe, impacting quality.
  • Delivery delays caused by incorrect customer details or absence at the delivery address.

2.3 Refund Timeline and Process

Refunds will be initiated after a successful review of the customer’s request.
Refund timelines for various payment methods:

  • UPI/Digital Wallets: 1-3 business days.
  • Credit/Debit Cards: 7-10 business days (depending on the issuing bank).
  • Net Banking: 5-7 business days.
  • Cash on Delivery (COD): Refunds will be issued as Jusfood wallet credits within 24 hours.

Customers will receive a confirmation email or SMS with refund details once the process is initiated.

3. Dispute Resolution and Claims

3.1 Raising a Claim

Customers must report any issues within 2 hours of order delivery via:

Supporting evidence (e.g., photos of the food, invoice copy, and description of the issue) must be provided to facilitate the investigation.

3.2 Resolution

Jusfood will evaluate the claim within 24 hours of submission.
If the claim is found valid:

  • Refunds will be initiated as per Section 2.
  • Additional compensations (e.g., promo codes or wallet credits) may be offered on a case-by-case basis.

If the claim is invalid or lacks sufficient evidence, no refund or compensation will be provided.

4. Delivery Delays

Jusfood works diligently to ensure timely deliveries. However, in rare cases of delays caused by external factors (e.g., weather, traffic, technical failures):

  • Customers may raise a complaint for excessive delays (e.g., beyond 30 minutes of the estimated time of delivery).
  • Jusfood will evaluate such complaints and, if valid, may issue partial refunds, credits, or vouchers at its sole discretion.

5. Modifications to the Policy

Jusfood reserves the right to modify, amend, or update this policy at any time without prior notice. Changes will be effective upon posting on the Jusfood app or website. Customers are advised to review the policy periodically.

6. Contact Us

For any cancellation, refund, or dispute-related queries, reach out to us: