Effective Date: 29th January 2025
Last Updated: 29th January 2025
At PepperFlick, customer satisfaction is our top priority. We aim to provide a seamless food delivery experience, but in certain cases, you may be eligible for a refund. This policy outlines the conditions under which refunds are processed for customers, vendors, and delivery partners.
By using PepperFlick, you agree to this Refund Policy.
1. Eligibility for Refunds
Refunds are only applicable in specific situations, including but not limited to:
1.1 When a Refund is Eligible
• Food Not Delivered:
• If an order is not delivered due to an issue on PepperFlick’s end, a full refund will be processed.
• If the rider is unable to complete the delivery due to an incorrect address provided by the customer, no refund will be issued.
• Incorrect Order:
• If the delivered food is completely different from what was ordered, a full refund may be provided after verification.
• Minor variations in presentation or portion size are not eligible for refunds.
• Severe Quality Issues:
• If the food is spoiled, contaminated, or unsafe to eat, a refund may be granted after an investigation.
• The customer must report the issue within 2 hours of delivery with photo/video evidence.
• Food Not Received but Marked as Delivered:
• If the order status shows delivered but the customer has not received the food, an investigation will be conducted.
• If the claim is found valid, a refund may be issued.
• Delayed Delivery (Extreme Cases Only):
• If an order is delayed by more than 90 minutes due to PepperFlick’s fault, a partial refund may be provided.
• Delivery delays due to traffic, weather conditions, or vendor delays are not eligible for refunds.
1.2 When a Refund is Not Eligible
Refunds will not be issued in the following cases:
• Taste Preference Issues:
• If the food does not match your personal taste preference but is correctly prepared by the vendor.
• Minor Order Issues:
• Slight differences in presentation, packaging, or portion size will not qualify for a refund.
• Address Issues or Unavailability:
• If the customer provides an incorrect address or is unavailable at the time of delivery, the order will be considered completed, and no refund will be issued.
• Delivery Delays Due to External Factors:
• Traffic, weather conditions, vendor delays, or high demand may cause delays. These are not eligible for refunds.
• Partially Consumed Orders:
• If more than 25% of the food has been consumed before a complaint is raised, a refund may not be granted.
• Frequent Unjustified Refund Requests:
• Customers who frequently request refunds without valid reasons may be denied future refunds or have their account suspended.
2. Refund Process
2.1 How to Request a Refund?
• Customers must raise a refund request within 2 hours of order delivery through:
• PepperFlick App: Using the “Help & Support” section.
• Email: support@pepperflick.com
• Phone: +91 9662711040
• Customers must provide:
• Order details (Order ID, vendor name, items ordered, etc.).
• Photo/video proof of incorrect or poor-quality food.
• PepperFlick will review and process refund requests within 2-3 business days.
2.2 Refund Processing Time
• Online Payments (UPI, Credit/Debit Card, Wallets):
• Refunds will be credited to the original payment source within 5-7 business days.
• PepperFlick Wallet Refunds (if applicable):
• Instant refund to the in-app wallet for future use.
• Cash-on-Delivery (COD) Orders:
• Refunds for COD orders will be credited to PepperFlick Wallet only (no cash refunds).
3. Compensation & Adjustments
• Instead of refunds, PepperFlick may offer discount coupons, credits, or partial refunds as compensation in some cases.
• If a customer frequently requests refunds for non-legitimate reasons, PepperFlick reserves the right to deny future refunds or suspend their account.
4. Special Cases & Force Majeure
• In cases of natural disasters, riots, government restrictions, or pandemics, PepperFlick reserves the right to modify the refund policy based on the situation.
• If food delivery is impossible due to unforeseen circumstances, refunds will be considered on a case-by-case basis.
5. Contact Support for Refunds
For any refund requests, reach out to us:
📩 Email: support@pepperflick.com
📞 Phone: +91 9662711040
