Refund Policy
1. Relationship of Parties
Directoo provides a software platform that enables restaurants to accept direct orders. The contract for the purchase and sale of food or beverages is between the customer and the restaurant. Therefore, all refund requests are primarily the responsibility of the individual restaurant.
2. Refund Eligibility
A customer may be eligible for a refund in the following circumstances:
- The order was not delivered or was delivered significantly late.
- The food items received were incorrect or were missing from the order.
- The quality of the food was significantly compromised (e.g., cold, damaged, spoiled).
- The order was cancelled by the restaurant before preparation.
3. How to Request a Refund
Step 1: Contact the Restaurant Directly.
The fastest way to resolve an issue is to contact the restaurant from which you ordered. Their contact information is typically available on your order confirmation or the restaurant's page on our platform.
Step 2: Provide Evidence.
Be prepared to provide details such as your order number, a clear description of the issue, and, if applicable, a photograph of the received items.
Step 3: Directoo Support.
If you are unable to resolve the issue with the restaurant, you may contact our support team at contact@directoo.in. We will investigate the matter and work with the restaurant to facilitate a resolution.
4. Processing Refunds
Approved refunds will be processed through the original payment method used for the transaction. Please note that it may take 24 hours for the refund to reflect in your account, depending on your bank's processing times.
5. Cancellation Fees
Restaurants may charge a cancellation fee if an order is cancelled after preparation has already begun. The amount of the fee is determined by the individual restaurant's policy.
Need assistance?
Our legal team and support agents are available to clarify any terms or conditions.
