Refund and Returns Policy

General Refund Policy for Rubaaba Food Delivery

The key to getting a refund is usually reporting the issue immediately after receiving the order through the app’s customer support/chat feature.

1. Refund-Eligible Scenarios (Customer’s Fault-Free Issues)

You are typically entitled to a full or partial refund if the error is due to the restaurant, the delivery driver, or the platform itself. These include:

• Missing Items: You paid for an item that was not included in the bag.
• Incorrect Order: You received a completely different meal, or the contents were significantly wrong (e.g., received chicken instead of a vegetarian dish).
• Tampered/Damaged Packaging: The bag/container seal was broken, or the food packaging was damaged, making the food unsafe or unusable.
• Significantly Late Delivery: The order was extremely delayed beyond the estimated time, causing the food to be cold, spoiled, or no longer needed.
• Non-Delivery: The driver failed to deliver the order due to a reason not attributable to you (e.g., driver error, restaurant closing).

2. Situations Where Refunds Are Typically Denied

You will generally not receive a refund, or may only get a partial refund, in these common situations:

• Customer Cancellation (After Acceptance): You cannot cancel for free once the restaurant has accepted the order and begun preparing it. Canceling after this point usually results in a 100% cancellation fee (no refund).
• Delivery Refused/Missed: If the driver cannot complete the delivery because you provided a wrong address, were unreachable by phone, or did not come to the door/pick-up point.
• Minor Errors: Small variations in food appearance, an ingredient you simply don’t like, or a minor preference not followed (unless it’s an allergy or a paid customization).
• “Refund Abuse”: Platforms track customer complaint history. If you report too many issues or consistently claim items are missing, the platform may flag your account and deny future refunds.

3. Key Things to Remember for a Successful Refund