Refund Policy
At Nemwo, we aim to provide the best food delivery experience. However, if something goes wrong with your order, we are here to help. This Refund Policy outlines the conditions under which you may be eligible for a refund and how to initiate a refund request.
1. Eligibility for Refunds
Refunds may be issued under the following conditions:
- Incorrect Order: If you receive an item that differs from what you ordered (e.g., wrong dish or missing items).
- Poor Food Quality: If the food is spoiled, improperly prepared, or not meeting reasonable quality standards.
- Late Delivery: If your order is significantly delayed beyond the estimated delivery time without prior notification.
- Non-Delivery: If your order was confirmed but never delivered.
2. Non-Refundable Circumstances
Refunds will not be provided in the following cases:
- Change of Mind: Once an order is confirmed, it cannot be canceled or refunded because of a change of mind.
- Allergies Not Disclosed: If you have a food allergy and did not specify it during the order process, Nemwo is not liable for any reaction or the cost of the order.
- Minor Issues: Slight discrepancies, such as slight changes in presentation, temperature (based on delivery time), or portion size may not be grounds for a refund.
3. Requesting a Refund
To request a refund, please follow these steps:
- Report the Issue: Contact us through the in-app support within 24 hours of receiving your order. Include your order number, photos of the issue (if applicable), and a detailed description of the problem.
- Refund Process: Once your request is received, our team will review it and notify you within 48 hours whether a refund is approved. If approved, the refund will be processed to your original payment method within 5-10 business days.
4. Partial Refunds
In certain cases, Nemwo may offer partial refunds. For example:
- If part of your order is incorrect or missing, you may be refunded for the affected items only.
- For late deliveries where the food remains consumable, a partial refund may be granted based on the degree of delay.
5. Special Promotions and Discounts
Refunds for orders placed using promotional codes, discounts, or vouchers will be processed at the promotional rate. In some cases, promotions may be non-refundable or subject to specific terms, which will be outlined in the promotion’s terms and conditions.
6. Cancellations
- Customer-Initiated Cancellations: Orders can only be canceled within 5 minutes of placing the order. After this window, the restaurant may have started preparing the food, and a refund may not be granted.
- Restaurant Cancellations: In the rare case that a restaurant is unable to fulfill your order, Nemwo will automatically issue a full refund to your original payment method.
7. Contact Us
If you have any questions about our refund policy, or to initiate a refund request, please reach out to our customer support team via the app or email us at support@nemwo.com.
