Cancellation and Refund Policy – For Restaurant

Timely Foods and its representatives reserve the sole right to cancel your order in the following circumstances:

(I) in the event of the designated address falling outside the delivery zone offered on our platform;

(ii) Failure to contact you by phone or WhatsApp at the time of confirming the order placement;

(iii) failure to deliver your order due to lack of information, Communication, direction or authorization from you at the time of delivery;

(iv) unavailability of all the items ordered by the customer at the time of booking the order; or

(v) failure due to reasons beyond our control or attributable to the Vendor.

In the unlikely event that you deliver a wrong item to the customer, he/she can reject the delivery of the wrong item and you will have to fully refund the online payment made in advance (for the missing item) within a days.

 If you can do only a partial delivery (as a few items might not be available), your restaurant’s staff should inform the customer or propose a replacement for the missing items.

Merchant has to connect customers through Phone call or WhatsApp to acknowledge the customer that order received or any cause and effect.

We are not responsible for wrong or partial delivery from your end. The issue has to be settled directly with the customer from merchant end. If you regularly follow practices such as wrong or partial delivery, even after giving regular warnings and improvement opportunities, your restaurant will be removed or blocked from continuing to serve through Timely Foods.

The documents related to restaurant must be genuine to continue the service with us if any malpractices found or wrong commitment to Timely Foods, are subject to banned from the services and Timely Foods are not liable to pay or repay any kind of debts.

Customer’s feedback is essential and it will be monitored to enhance the quality of food service.

Breaching of Data and consent.

As we are connecting Merchant and Customer for food ordering and receiving, the direct number of customers will be shared with merchant through WhatsApp while ordering and the merchants are bind to, not to share the customer detail to third party for any commercial or personal purpose out of the platform.

Restaurant do/don’t

Any kind of misbehave while delivering the food by staff, when customer are not reachable or not accepting the food item after crossing the standard time of 30 Minute will not be acceptable.

Availability of food in kitchen or not has to On/Off the food item in dashboard, if customer order the food which is not available, restaurant has to communicate to customer for unavailability of food or related issues. 

Standard delivery time is 30-40 minute once you received the order, communicate with customer if there is any kind of delaying with in the time period.

Packaging should be up to the mark.

Payments & Claim Settlement

If any Payment done by customer without our payment gateway and food not get delivered in specific time, or cancellation within the specific time or period and customer want full settlement, then merchant has to respect their concern and reverse their payment with immediate effect.

Any payment through our Payment partner to merchant by customer are eligible to claim the settlement for ( delaying in delivery, wrong food item, packed item not in condition ) food delivery issues and this is to be fully compensate by merchant side with in 72 hours of issue raised.

Complains and claims related to payment & delivery against restaurant raised by customer with us will be monitored and will be bring into resolving process to complete in 72 hours.