Green Eats Refund Policy

Last Updated: September 15, 2024

At Green Eats, we strive to ensure that every customer has an excellent experience with our meal planning and delivery services. We understand that there may be times when you are not fully satisfied with your order, and we have developed this Refund Policy to address such situations fairly. While we aim to keep our customers happy, this policy also helps protect our business from undue losses.

Please read this Refund Policy carefully to understand when and how refunds can be issued.

1.  Eligibility for Refunds

You may request a refund under the following circumstances:

  • Incorrect or Incomplete Orders: If you receive an incorrect meal or your order is incomplete (e.g., missing items), you are eligible for a partial refund or replacement of the missing items.
  • Poor Quality of Food: If the meals you receive are spoiled, not fresh, or significantly different from what was advertised, you may be eligible for a partial or full refund.
  • Late Delivery: If your meal arrives significantly later than the expected delivery time (more than 2 hours late), you may request a refund, provided the delay was not caused by factors outside of our control (e.g., extreme weather, natural disasters, or road closures).

Non-Refundable Situations:

 

  • Change of Mind: Refunds are not available if you simply change your mind about a meal or decide you no longer want it after the order has been prepared or
  • Subscription Cancellations After Start: If you cancel a subscription after the meals for the current week/month have been prepared or delivered, refunds for that period will not be granted. Cancellations will apply to the following billing cycle.
  • Customer Error: Incorrect delivery information provided by the customer (e.g., wrong address) or failure to pick up the order from a secure delivery location is not eligible for

2.  Refund Process

To request a refund, follow these steps:

  • Submit a Refund Request: Contact our customer support team within 24 hours of receiving your order. You can reach us via:
    • Email: support@greeneats.pk
    • Phone: +92 (339) 2200008
    • In-App Chat: Use the chat feature in our app to directly contact
  • Provide Necessary Information: When submitting your request, please include the following details:
    • Order number
    • Description of the issue (e.g., incorrect items, poor food quality)
    • Photo evidence (if applicable, such as a photo of the incorrect item or damaged packaging)

●               Refund or Replacement Resolution:

  • Partial Refunds: If only part of your order was affected, we may issue a partial refund equal to the cost of the affected items.
  • Full Refunds: If the entire order was unsatisfactory, you may receive a full refund. Full refunds will typically be issued in the form of credits to your Green Eats account, which can be used for future Cash refunds are available upon request but may take up to 7 business days to process.
  • Replacements: In certain cases, we may offer to replace the affected meal instead of issuing a refund, with the replacement delivered at the earliest

3.  Subscription Refunds

Green Eats offers weekly or monthly meal subscription plans. Refunds for subscriptions follow these guidelines:

  • Before the Start of the Billing Cycle: If you wish to cancel your subscription and request a refund before the new billing cycle starts (e.g., before the first meal of the week or month is delivered), you will receive a full refund for that cycle.
  • Mid-Cycle Cancellations: If you choose to cancel your subscription mid-cycle, no refund will be issued for the remainder of the meals already prepared or scheduled for delivery within the current billing cycle.
  • Delivery Pauses: You may pause your subscription at any time, and unused days/meals will carry over to the next cycle. No refunds will be provided for paused days.

4.  Conditions for Refund Denial

While we aim to accommodate refund requests whenever possible, we reserve the right to deny a refund under certain circumstances, including but not limited to:

  • Repeated Refund Requests: Customers who frequently request refunds or engage in fraudulent behavior may have their refund requests denied.
  • Abuse of the Refund Policy: If we determine that a customer is abusing the refund policy (e.g., making false claims about food quality or deliveries), we reserve the right to deny further refunds and may terminate the customer’s account.

5.  Refund Processing Time

  • Refund in Green Eats Credits: Refunds processed as account credits are typically applied immediately and can be used for future orders.
  • Cash Refunds: Refunds to your original payment method (e.g., credit or debit card) will typically take 5-7 business days to appear in your account, depending on your bank’s processing times.
  • Refund Confirmation: Once your refund has been processed, we will send you a confirmation email or notification within the app.

6.  Contact Information for Refund Requests

If you have any questions about our Refund Policy or need to request a refund, please contact our customer support team:

  • Email: support@greeneats.pk
  • Phone: +92 (339) 2200008
  • Office Address: Takhleeq Business Incubator, University of Central Punjab, Khayaban-e-Jinnah Road, Lahore

This refund policy aims to provide fair treatment to customers while protecting the sustainability of our business. By balancing customer satisfaction and minimizing excessive refunds, Green Eats can continue offering high-quality meals and reliable service to our community.