CUSTOMER REFUND & CANCELLATION POLICY

Website: 1yummyfood.com

At 1yummyfood.com (“Platform”), we want customers to have a positive experience while also protecting our independent vendors, many of whom prepare products specifically for each order.

Because many products sold through the Platform may be prepared food, bakery items, or other perishable products, the following refund and cancellation policy applies.

1. Order Cancellation

Customers may request cancellation of an order before the Vendor begins preparing the order.

If the cancellation is accepted before preparation begins, the customer may receive a full refund.

Once the Vendor has started preparing or fulfilling the order, the order may no longer be eligible for cancellation or a full refund.

2. Incorrect or Missing Items

If an order contains an incorrect or missing item, the customer must contact 1yummyfood.com within 24 hours of receiving the order.

The Platform may request photographs or other information to verify the issue.

If the claim is confirmed, the Platform may provide one of the following remedies:

• Replacement of the missing or incorrect item;
• Partial refund;
• Full refund of the affected item; or
• Another reasonable resolution determined by the Platform.

3. Damaged or Unacceptable Products

If a product arrives damaged, substantially different from the description, or otherwise unsuitable for consumption, the customer should contact the Platform within 24 hours of delivery.

The customer may be asked to provide photographs of the product and packaging.

If the Platform determines that the complaint is valid, the customer may receive a replacement, partial refund, or full refund, depending on the circumstances.

4. Food Safety Concerns

If a customer believes that a food product may be unsafe or contaminated, the customer should not consume the product.

The customer should contact the Platform as soon as possible and provide details regarding the concern.

The Platform may request photographs, order information, packaging information, or other documentation necessary to investigate the complaint.

5. Delivery Problems

If an order is not delivered, is delivered to the wrong location due to an error by the Platform or its designated delivery provider, or is significantly delayed due to circumstances within the Platform’s or delivery provider’s control, the Platform may provide a refund or other appropriate resolution.

If the customer provides an incorrect or incomplete delivery address, is unavailable to receive the order, or otherwise causes the delivery failure, the customer may not be entitled to a refund.

6. Customer Changes of Mind

Refunds generally will not be provided because a customer:

• Changes their mind after an order has been prepared;
• Does not like the taste or flavor of a product;
• Ordered the wrong product;
• Ordered the wrong quantity;
• Fails to review the product description before ordering; or
• Simply no longer wants the order.

However, the Platform may consider exceptional circumstances at its discretion.

7. Allergies and Dietary Requirements

Customers are responsible for reviewing product descriptions, ingredients, allergen information, and dietary information before placing an order.

Customers with allergies or specific dietary requirements should contact the Vendor through the Platform before ordering when additional clarification is necessary.

The Platform cannot guarantee that products are free from allergens unless the product listing specifically states that such a guarantee applies.

8. Refund Requests

Refund requests should be submitted through the Platform or by contacting customer support.

A refund request should include:

• Customer name;
• Order number;
• Description of the problem;
• Date the order was received; and
• Photographs or other evidence when applicable.

The Platform may contact the Vendor to investigate the issue before making a final decision.

9. Refund Approval

Submitting a refund request does not automatically guarantee a refund.

The Platform will review the circumstances of the request and may consider information provided by the customer, Vendor, delivery provider, photographs, order records, and other relevant information.

The Platform’s decision will be based on the circumstances of the individual order and the terms of this policy.

10. Refund Processing

Once a refund is approved, the refund will generally be issued to the original payment method.

The time required for the refund to appear in the customer’s account may depend on the customer’s bank or payment provider.

The Platform is not responsible for delays caused by banks or payment processors.

11. Referral Credits, Promo Codes, and Coupons

The Platform issues two distinct benefit types:

• Referral Credits — earned by inviting new customers who complete a qualifying order; tracked in the customer's referral_credits balance in the app.
• Promo Codes — one-off or automatic discounts issued by the Platform or a Kitchen (see the "Promos" section of the app).

Unless otherwise stated, referral credits, promo codes, and other promotional benefits are not redeemable for cash and are non-transferable.

If an order purchased using a referral credit or promo code is refunded, the refund is limited to the actual amount paid by the customer; the referral-credit or promo-code portion is returned to the customer's balance where applicable, or forfeited where the underlying promo has expired or been archived.

12. Repeated or Abusive Refund Requests

The Platform reserves the right to investigate repeated, suspicious, fraudulent, or abusive refund requests.

The Platform may restrict or suspend a customer’s account when there is reasonable evidence of fraud, abuse, or misuse of the refund policy.

13. Vendor Responsibility

The Platform may work with the Vendor to investigate customer complaints.

Where appropriate, the Platform may recover the amount of a customer refund or other applicable costs from the Vendor in accordance with the Vendor Agreement.

14. Policy Changes

1yummyfood.com reserves the right to modify this Refund & Cancellation Policy from time to time.

The version of the policy in effect at the time an order is placed will generally apply to that order.

15. Contact

For refund or cancellation questions, customers should contact:

1yummyfood.com Customer Support

Email: [email protected]

Website: 1yummyfood.com

By placing an order through 1yummyfood.com, the customer acknowledges and agrees to this Refund & Cancellation Policy.