At Goodmeals, we are committed to providing our restaurant partners with high-quality, consistently prepared food products. We understand the critical nature of fresh ingredients and timely deliveries for your operations. This policy outlines our procedures for refunds and resolutions related to your wholesale food orders.
1. Order Cancellation
- Pre-Production Cancellation: You may cancel an order for a full refund if our production process for that order has not yet begun. Please contact your account manager or our dedicated support line as soon as possible to confirm eligibility.
- During/Post-Production Cancellation: Once we have commenced preparation or production of your order, cancellations may incur a charge to cover the cost of ingredients and labor already invested. Any refund in this scenario will be partial, at our discretion, based on the stage of completion.
- Custom Orders: For custom or large-volume orders, specific cancellation terms may be outlined in your individual supply agreement or order confirmation.
2. Missing or Incorrect Items/Batches
- Reporting: Upon delivery, please inspect all items carefully. If you receive an order with missing items, incorrect products, or an incorrect quantity per batch, you must notify our customer support or your account manager within [e.g., 2 hours, 4 hours] of delivery.
- Documentation: Please provide your order number, a clear description of the discrepancy, and, if possible, photographic evidence of the incorrect or missing items.
- Resolution: Upon verification, we will offer one of the following solutions:
- Expedited delivery of the correct or missing items/batches.
- A credit on your next invoice for the value of the incorrect or missing items/batches.
- A refund for the proportional value of the incorrect or missing items/batches.
3. Food Quality Concerns
- Reporting: If you have concerns regarding the quality, freshness, or safety of any food product (e.g., spoilage, incorrect specifications, significant deviation from agreed standards), you must report this to our customer support or your account manager within [e.g., 6 hours, 12 hours] of delivery. For critical food safety concerns, please report immediately.
- Investigation: We may request detailed information, including batch numbers, delivery specifics, and samples or photographs of the affected product for our quality assurance team to investigate. We may also require the return of the affected batch for further analysis.
- Resolution: If our investigation confirms a quality issue attributable to our production or handling, we will offer:
- A full replacement of the affected batch at no additional cost.
- A credit on your next invoice for the full value of the affected batch.
- A full refund for the affected batch.
4. Late Delivery
- We strive for punctuality in all deliveries to ensure your operations run smoothly. If a delivery is significantly delayed beyond the agreed-upon window due to circumstances within our control, please contact us.
- While we generally do not offer refunds solely for late delivery, we will work with you to understand the impact on your business. Depending on the severity and impact, we may offer a gesture of goodwill, such as a discount on your next order.
5. Non-Delivery
- If your order was confirmed but not delivered at all, please notify us immediately.
- We will conduct an urgent investigation with our logistics team. If confirmed as a non-delivery due to our error or our delivery partner’s error, you will receive a full refund or immediate re-delivery of your order, whichever is preferred and feasible.
6. Refund Process
- Approved refunds will be processed back to your original payment method or applied as a credit to your account, as agreed upon.
- Refunds typically take [e.g., 3-5 business days, 5-7 business days] to reflect in your account, depending on your bank’s processing times.
7. Limitations
- This policy covers issues arising from our production, handling, and delivery up to the point of handover. We are not responsible for spoilage or damage occurring after proper delivery and acceptance by your staff, or due to improper storage/handling on your premises.
- [Your Business Name] reserves the right to deny refund requests that do not meet the criteria outlined in this policy or if there is evidence of abuse of our refund policy.
8. Contact Us
For any concerns, refund requests, or to report an issue with your order, please contact your dedicated account manager or our customer support team:
- Phone: [Your Business Phone Number]
- Email: [Your Business Email Address for Support]
- Business Hours: [Your Business Hours for Support]