Refund & Return Policy
Effective Date: October 23rd, 2024
Welcome to Dash Me! We strive to provide you with delicious meals delivered to your door promptly. However, we understand that sometimes things might not go as planned. Below is our comprehensive Refund and Return Policy to inform you of your rights and responsibilities as a cardholder. Please read this policy carefully before making a purchase.
1. General Policy
Clear Communication: Our refund and return policies are designed to be transparent and easy to understand. We recommend all users review this policy before making a purchase to avoid any misunderstandings.
No Refund Policy for Food Items: Due to the perishable nature of food products, we generally do not offer refunds once an order has been placed. All sales are considered final. This policy is clearly communicated to customers before the purchase decision is made.
2. Refunds and Replacements
Order Issues: If you receive an incorrect, damaged, or unsatisfactory order, you must notify Dash Me within 30 minutes of delivery to be eligible for a refund or replacement. Contact our customer support immediately via the app.
Eligibility for Refunds:
Incorrect items or missing items from your order.
Significantly different food quality from what was advertised (e.g., raw or inedible food).
Process for Refunds:
Report the issue within 30 minutes of delivery through our app.
Provide clear photographic evidence of the issue where applicable.
Our support team will review the claim and, if approved, initiate a refund or arrange a replacement.
3. Cancellation Policy
Order Cancellations:
You may cancel an order without charge if it is done within 5 minutes of placing the order.
Orders cannot be canceled once preparation has begun or if the delivery partner is en route.
Cancellation Fees: If an order is canceled after the 5-minute window but before preparation starts, a cancellation fee of 50% of the order value may apply.
4. Special Cases for Refunds
Technical Issues: If a technical error leads to double charging or overcharging, Dash Me will promptly refund the excess amount once the issue is verified.
Unauthorized Transactions: If you believe an order was placed fraudulently using your card, contact Dash Me customer support immediately. We will assist in resolving the issue and, if necessary, liaise with your bank to address the unauthorized transaction.
5. Non-Refundable Situations
Change of Mind: Refunds are not provided for orders where the customer has simply changed their mind or decided they no longer want the item.
Late Deliveries: We strive to deliver orders on time, but delivery times are estimates and not guaranteed. Refunds for late deliveries are not available unless the food is rendered unsuitable for consumption.
Taste Preferences: Refunds or replacements are not provided based on personal taste preferences unless the food quality is objectively compromised.
6. How to Request a Refund or Report an Issue
Via App: Use the “Report an Issue” feature in the app to lodge a complaint.
Customer Support: Call our customer support team or use the chat feature available in the app.
7. Rights and Responsibilities of Cardholders
Transparency: As a cardholder, you have the right to clear and concise information regarding your transactions and our refund policies.
Due Diligence: It is your responsibility to review our policies and ensure your order details are accurate before completing the purchase.
Dispute Resolution: For disputes that cannot be resolved through customer support, you may contact your bank to contest charges. However, all refund requests should first be directed to Dash Me for prompt resolution.
9. Contact Us
For any questions or concerns regarding our delivery policy, please contact Dash Me Customer Support:
Email: dashmebvi@gmail.com
Phone: 1 (284) 342-0917
Address: The Valley, Virgin Gorda, British Virgin Islands
Thank you for choosing Dash Me! We look forward to delivering your favorite meals with care and efficiency.