Refund & Cancellation Policy

Last updated: April 01, 2026

This Refund & Cancellation Policy outlines the terms and conditions for refunds and cancellations on the Dinepe platform.

1. Order Cancellations

1.1 Customer Cancellations

  • Before Confirmation: Orders can be cancelled without any charges before the restaurant confirms the order
  • After Confirmation: Cancellation may be subject to charges depending on the order preparation status
  • After Preparation: Orders that have been prepared cannot be cancelled

1.2 Restaurant Cancellations

Restaurants may cancel orders due to:

  • Item unavailability
  • Operational issues (kitchen closed, equipment failure)
  • Delivery area restrictions
  • Suspected fraudulent orders

In such cases, customers will receive a full refund.

2. Refund Eligibility

2.1 Full Refund

You are eligible for a full refund if:

  • Your order was cancelled before preparation
  • The restaurant cancelled your order
  • You received a completely wrong order
  • Your order was not delivered
  • Food quality issues are reported with valid evidence

2.2 Partial Refund

You may receive a partial refund if:

  • Some items in your order were missing
  • Some items were incorrect
  • Order was significantly delayed (case-by-case basis)

2.3 No Refund

Refunds will not be provided for:

  • Change of mind after order preparation
  • Incorrect delivery address provided by customer
  • Customer unavailable at delivery location
  • Complaints raised after 24 hours of delivery
  • Minor variations in food presentation

3. Refund Process

3.1 How to Request a Refund

  1. Contact customer support within 24 hours of order delivery
  2. Provide your order ID and details of the issue
  3. Submit photos or evidence if applicable
  4. Our team will review and respond within 24-48 hours

3.2 Refund Methods

  • Original Payment Method: Refunds are processed to the original payment method (5-7 business days)
  • Wallet Credit: Instant credit to your Dinepe wallet (can be used for future orders)
  • Bank Transfer: For COD orders, refund via bank transfer (7-10 business days)

4. Subscription Refunds (For Restaurant Partners)

4.1 Trial Period

If you cancel during the free trial period, no charges will apply.

4.2 Monthly Subscriptions

  • Cancellation takes effect at the end of the current billing cycle
  • No prorated refunds for partial months
  • Access continues until the end of the paid period

4.3 Annual Subscriptions

  • Refund requests within 14 days of purchase: Full refund minus any usage
  • After 14 days: No refund, but access continues until expiry
  • Downgrade to monthly plan available at renewal

4.4 Non-Refundable Items

  • Setup fees and onboarding charges
  • Custom development or integration work
  • App store submission fees
  • Third-party service charges

5. Wallet Refunds

For wallet top-ups and credits:

  • Unused wallet balance can be refunded upon account closure
  • Promotional credits and bonuses are non-refundable
  • Refund processing may take 7-14 business days

6. Dispute Resolution

If you disagree with a refund decision:

  1. Reply to the support ticket with additional information
  2. Request escalation to a senior support representative
  3. Our team will review and provide a final decision within 5 business days

7. Contact Us

For refund requests or questions about this policy, please contact us:

  • Email: support@dinepe.com

Note: This policy is subject to change. We recommend reviewing it periodically. For the most current version, please visit this page.