Effective Date: 13-02-2025

At ZingoEats, we strive to provide a smooth and reliable food & grocery delivery experience. However, we understand that certain situations may require a refund. This Refund Policy outlines the terms and conditions under which refunds may be issued.

By using ZingoEats, you agree to the terms of this Refund Policy.

1. Order Cancellation & Refund Eligibility

1.1 User-Initiated Cancellations

• Orders can be canceled within 5 minutes of placement or before the restaurant accepts the order.
• If the restaurant has already accepted or started preparing the order, cancellations will not be permitted, and no refunds will be issued.

1.2 Delays in Delivery

• Refund requests due to delivery delays will be considered only if the restaurant is responsible (e.g., excessive preparation time, failure to dispatch).
• ZingoEats is not responsible for delays caused by external factors, including but not limited to:
  • Traffic congestion
  • Weather conditions (rain, wind, storms, etc.)
  • Unforeseen roadblocks or accidents
  • High order volume causing temporary delays
• If a delay occurs due to a third-party delivery partner or the user’s unavailability, no refund will be provided.

1.3 Incorrect, Missing, or Damaged Items

• If an order is incorrect, incomplete, or contains damaged/spoiled items, users must report the issue within 30 minutes of delivery via the ZingoEats app or customer support.
• Investigations will be conducted with the restaurant, and refunds/replacements will be offered only if the issue is verified.
• ZingoEats is not liable for issues caused by user preferences, such as taste, portion size, or packaging concerns, unless they impact food safety.

1.4 Non-Refundable Items

The following cases are not eligible for refunds:

• Change of mind after placing an order.
• Partially eaten or consumed food.
• User-provided incorrect address leading to delivery failure.
• Failure to collect the order from the driver on time.
• Allergy-related complaints unless the restaurant's allergen information was incorrect.

2. Refund Processing & Timeline

• Approved refunds will be processed within 5 to 10 working days from the date of approval.
• Refunds will be credited to the original payment method. We are not responsible for delays caused by banks or payment providers.
• For cash-on-delivery (COD) orders, refunds will be issued as ZingoEats credits or vouchers, valid for future purchases.
• Users will be notified of the refund status via email or app notification.

3. Special Cases & Dispute Resolution

• If a refund request is contested by the restaurant, ZingoEats will mediate the dispute and make a decision based on available evidence (order details, photos, and delivery tracking data).
• In cases where multiple refund requests are made from the same user account without valid justification, ZingoEats reserves the right to decline refunds and/or suspend the account to prevent misuse.
• For disputes that cannot be resolved internally, users may contact the UK Consumer Ombudsman or seek resolution under UK consumer protection laws.

4. Contact Us

For any refund-related inquiries, contact our support team at:

• Email: support@zingoeats.com
• Live Chat: Available in the ZingoEats app