At Eatsena, we are committed to providing you with a satisfying food delivery experience. However, we understand that there may be circumstances where you need to request a refund. This Refund Policy outlines the conditions under which refunds are issued and the process for requesting a refund.
1. Eligibility for Refunds
1.1 Incorrect or Missing Items: If your order contains incorrect or missing items, you may be eligible for a full or partial refund. Please notify us immediately upon receiving your order, and we will work to resolve the issue.
1.2 Non-Delivery of Order: If your order is not delivered within a reasonable time due to reasons within Eatsena's control (e.g., issues with our delivery service), you may request a refund. However, we are not responsible for delays caused by unforeseen circumstances, such as weather conditions, traffic, or restaurant delays.
1.3 Order Cancellation:
-- By Customer: You may cancel your order only before the restaurant begins preparing your food. Once preparation has started, cancellations may not be possible, and refunds will not be issued.
-- By Eatsena: If we are unable to fulfill your order due to restaurant unavailability, technical issues, or other reasons, Eatsena reserves the right to cancel your order and issue a full refund.
1.4 Unsatisfactory Food Quality: If you are dissatisfied with the quality of the food, please contact us immediately with details and photos (if possible). Refunds or credits for future orders may be issued at Eatsena’s discretion, depending on the nature of the complaint and our investigation.
2. Process for Requesting a Refund
2.1 How to Request a Refund: To request a refund, please contact Eatsena’s customer support team within 24 hours of receiving your order. You can reach us via:
-- Email: connect@eatsena.com
-- Phone: 8877557794
-- In-app chat support
Please provide your order number, the reason for the refund request, and any supporting details (e.g., photos, descriptions).
2.2 Investigation and Resolution: Once we receive your refund request, our team will review the details and may contact you for additional information. We will investigate the issue and provide a resolution within 5 to 7 business days. In some cases, a partial refund, full refund, or credit for future orders may be offered, depending on the circumstances.
3. Refund Methods
3.1 Refund to Original Payment Method: Refunds will be processed to the original payment method used to place the order. Depending on your bank or payment provider, it may take 5 to 10 business days for the refund to appear in your account.
3.2 Credits for Future Orders: In certain situations, Eatsena may offer you credits for future orders instead of a cash refund. These credits will be applied to your account and can be used for future purchases on the platform.
4. Non-Refundable Situations
Refunds will not be issued in the following cases:
-- If you cancel your order after the restaurant has begun preparing your food.
-- If you change your mind after the order has been delivered.
-- For issues arising from personal tastes or preferences (e.g., spice levels, portion sizes) unless there is a clear problem with the quality or condition of the food.
-- For delays caused by factors beyond our control, such as traffic, weather conditions, or restaurant preparation time.
5. Changes to the Refund Policy
Eatsena reserves the right to modify this Refund Policy at any time. Any changes will be effective immediately upon posting on our website or mobile application. It is your responsibility to review this policy regularly for any updates.
6. Contact Us
If you have any questions or need further assistance regarding refunds, please contact our customer support team at:
Eatsena - MyMakBuddy Private Limited
C/o THAMBALJAO KABUI,
MAJORKHUL, LAMPHELPAT SUB-DIVISION,
MG AVENUE,
IMPHAL – 795001
Email: connect@eatsena.com
Phone: 8877557794
