At Dileat Delivery, we strive to provide a seamless and satisfactory experience for our customers. However, if an issue arises with your order, we offer refunds based on the following policy.

1. Eligibility for Refunds

Refunds will be provided in the following cases:

1.1 Food Delivery Orders

• Wrong Item Delivered – If the restaurant delivers an incorrect item, a refund or replacement will be offered.

• Spoiled or Stale Food – If the food is found to be expired, stale, or contaminated, a refund will be issued after verification.

• Order Not Delivered – If the delivery is unsuccessful due to our fault, you will receive a full refund.

• Significant Delay – If the order is delayed beyond an acceptable time and is no longer required, a refund may be considered.

Refunds will NOT be issued if:

• You change your mind after placing the order.

• The delay is caused by factors beyond our control (e.g., weather, traffic, or restaurant delays).

• The food quality issue is subjective (e.g., taste preference).

1.2 Grocery Delivery (GroMart) Orders

• Expired or Damaged Products – If groceries are expired, damaged, or missing, a refund or replacement will be provided.

• Wrong Item Delivered – If you receive the wrong product, we will issue a refund or arrange for an exchange.

• Order Not Delivered – If your order is not delivered due to our fault, you will receive a full refund.

Refunds will NOT be issued if:

• You ordered the wrong item by mistake.

• The delay was due to reasons beyond our control (e.g., traffic, weather, or vendor delay).

• The product has been used or tampered with after delivery.

2. Refund Process

• Refund Request: Customers must report issues within 24 hours of receiving the order via the app or customer support.

• Verification: We may ask for images/videos as proof before processing the refund.

• Refund Mode: Refunds will be credited to the original payment method or as wallet credit in the Dileat Delivery app.

• Processing Time: Refunds may take 5-7 business days depending on the payment provider.

3. Order Cancellations & Refunds

3.1 Customer-Initiated Cancellations

• Food Orders: Cannot be canceled once the restaurant has accepted the order.

• Grocery Orders: Can be canceled before dispatch. Once dispatched, no cancellation is allowed.

3.2 Vendor or Delivery Partner Cancellations

If a restaurant, grocery vendor, or delivery partner cancels an order due to unavailability, you will receive a full refund.

4. Contact Us

For any refund-related concerns, contact our customer support:

📧 Email: info@dileat.store

📞 Phone: 7006269292

Would you like to include any additional conditions, such as refund policies for cash-on-delivery orders?