1. Introduction
At HOMEATZ (a brand of Axxemo Tech Private Limited.), we strive to provide our customers with a seamless and satisfying experience. This Cancellation & Refund Policy outlines the terms and conditions for canceling orders and requesting refunds. By using our services, you agree to the terms stated in this policy.
2. Order Cancellation
- Cancellation Window: Orders can be canceled within a specific time frame after placement. The exact time frame may vary based on the type of meal and the preparation stage. Typically, cancellations must be made within 10 minutes of placing the order. Mostly the daily orders wont be allowed to cancel. But the subscription plans have the cancellation of any meal prior to 24 hr information., as all our meals are schedule based and cooked only for you.
- How to Cancel: To cancel an order, log into your HOMEATZ account, navigate to your order history, and select the order you wish to cancel. Alternatively, you can contact our customer support team directly to request a cancellation.
- Cancellation Confirmation: Upon successful cancellation, you will receive a confirmation email or SMS. If the cancellation is not possible due to the order being in the preparation or delivery stage, the order will proceed as scheduled, and no refund will be issued.
3. Refund Policy
- Eligibility for Refund: Refunds are available under the following circumstances:
- Order Cancellation: If you successfully cancel your order within the allowed cancellation window.
- Incorrect Orders: If you receive an incorrect order or items that do not match your order specifications.
- Quality Issues: If the food delivered is of unacceptable quality, such as being spoiled, undercooked, or significantly different from the description.
- Refund Process: To request a refund, please contact our customer support team within 24 hours of receiving your order. You may be asked to provide evidence, such as photos, to support your claim.
- Refund Methods: Refunds will be processed using the original payment method. Depending on your payment provider, it may take 5-7 business days for the refund to appear in your account.
- Partial Refunds: In some cases, a partial refund may be issued if only part of the order is affected by the issues mentioned above.
4. Non-Refundable Items
- Personalized Orders: Customized meals or special dietary orders that require specific preparation may not be eligible for refunds, except in cases of quality issues or incorrect orders.
- Late Cancellations: Orders that are canceled after the allowed cancellation window has passed will not be eligible for a refund.
5. Delivery Issues
- Missed Delivery: If delivery is unsuccessful due to an incorrect address provided by the customer or failure to be present at the delivery location, the order will not be eligible for a refund.
- Delayed Delivery: While we strive to deliver within the estimated time, delivery delays may occur due to factors beyond our control. In such cases, refunds will not be provided unless the delay significantly affects the quality of the food.
6. Contact Us
If you have any questions or need assistance with a cancellation or refund, please contact our customer support team at: support@homeatzindia.in