Refund and Cancellation Policy

1. Who provides the food

The cook or food business listed on the storefront is responsible for preparing and fulfilling the order.

Getameal facilitates the transaction and may help resolve payment or refund disputes.

2. If the cook cancels the order

If a cook cancels a confirmed paid order because they cannot fulfil it, the customer should normally receive a full refund for the affected order. This includes situations where:

• The cook cannot prepare the order
• The item became unavailable after payment
• The cook closes unexpectedly
• The cook is unable to fulfil the order for another reason

The refund will be sent to the original payment method where possible.

3. Customer cancellation before the order cutoff

A customer may request cancellation before the cook's published order cutoff.

Whether the order can be cancelled may depend on whether preparation has started.

If the cook has not started preparing or purchasing specifically for the order, the cook should generally approve the cancellation.

Any non-refundable payment processing charge will only be deducted where this is permitted by law and clearly applicable.

4. Customer cancellation after the cutoff

After the order cutoff, refunds are not guaranteed. This is because the cook may already have:

• Purchased ingredients
• Started preparing food
• Reserved production capacity
• Rejected other orders
• Arranged delivery

The cook may still choose to approve a full or partial refund.

5. Same-day or already-prepared orders

Once food has been prepared specifically for the customer, cancellations are generally not refundable unless:

• The cook agrees
• The cook cannot fulfil the order
• The order is materially incorrect
• Applicable consumer law requires a refund

6. Missing or incorrect items

If an order contains missing or materially incorrect items, the customer should contact the cook as soon as reasonably possible. Possible resolutions may include:

• Replacement
• Partial refund
• Full refund for the affected item
• Store credit, where the customer agrees

Photographs or other reasonable evidence may be requested.

7. Food quality complaints

If the customer believes an order is unsafe, spoiled or materially different from what was ordered, they should contact the cook and Getameal promptly. Where appropriate, Getameal may request:

• Photographs
• Order information
• Description of the issue
• Communications with the cook

A complaint about personal taste alone does not automatically create a right to a refund.

8. Allergies and dietary requirements

Customers are responsible for reviewing available allergen information and contacting the cook before ordering if they have questions.

If the cook materially misrepresents an allergen or dietary claim, the customer may be eligible for a refund and the issue may be investigated by Getameal.

9. Failed delivery caused by the customer

A refund may not be available where delivery fails because:

• The customer provided an incorrect address
• The customer was unavailable
• The customer could not be reached
• The customer refused the order without a valid reason

Additional delivery charges may apply if another delivery attempt is required.

10. Delivery problems caused by the cook

Where the cook fails to provide the order or delivery substantially fails because of the cook, the customer may be eligible for a full refund, a partial refund or a replacement.

The appropriate remedy depends on the circumstances.

11. Pickup orders not collected

If a customer does not collect an order during the stated pickup period, the order is not automatically refundable.

Prepared food may be perishable and may not be resellable.

The cook may decide whether a later collection or partial refund is possible.

12. Custom orders

Custom orders may involve ingredients, labour or preparation specifically purchased for one customer.

Once a custom order has been paid for and work has started, cancellation may be non-refundable or partially refundable depending on the work already completed.

Any special cancellation terms should be disclosed before payment.

13. Refund processing time

Approved refunds are submitted through the payment provider.

After submission, the time required for the refund to appear depends on the customer's bank or payment method. A typical refund may take several business days.

Getameal cannot control banking processing times after the payment provider has successfully issued the refund.

14. Platform and payment fees

Where an order is fully cancelled because the cook cannot fulfil it, the customer should generally be returned the full amount they paid, subject to applicable payment-provider rules and law.

For voluntary customer cancellations, certain payment-processing costs may be non-refundable where permitted. Any deduction must be clearly explained.

15. Duplicate charges

If a customer is accidentally charged more than once for the same order, the duplicate transaction should be refunded after verification.

16. Fraudulent or abusive refund requests

Getameal may reject a refund request where there is reasonable evidence of:

• Fraud
• False claims
• Manipulated evidence
• Repeated refund abuse
• Chargeback abuse

Accounts involved in serious payment abuse may be suspended.

17. Chargebacks

Customers should contact the cook or Getameal before initiating a chargeback where possible.

A chargeback does not automatically mean the customer is entitled to a refund.

Getameal and the cook may provide relevant transaction records to the payment provider or bank handling the dispute.

18. How to request a refund

Customers should first contact the cook through the contact method associated with the order.

If the issue is not resolved, contact Getameal at support@getameal.com and include:

• Order number
• Cook or store name
• Amount paid
• Date of order
• Explanation of the issue
• Relevant photographs or supporting evidence

19. Consumer rights

Nothing in this Refund Policy removes rights that customers may have under applicable consumer protection law.

Where local law gives a customer stronger rights than this policy, the law will apply.

20. Contact

Getameal is operated by Getameal App Limited.

Email support@getameal.com for help with a refund or cancellation.