Refund & Cancellation Policy

1. Scope

This Refund & Cancellation Policy ("Policy") governs all orders placed through the FreshMeat4U platform, including our website and mobile applications. It applies to all Customers who place orders for meat, poultry, seafood, and eggs delivered within Vadodara, Gujarat. By placing an order on the Platform, you acknowledge that you have read, understood, and agree to be bound by this Policy.

FreshMeat4U deals in perishable food products. Due to the inherently short shelf life and temperature-sensitive nature of fresh meat and seafood, the cancellation and refund procedures outlined in this Policy are more restrictive than those for non-perishable goods. We strongly encourage you to review your order carefully before confirming placement.

2. Order Cancellation

2.1 Cancellation by the Customer

Customers may request order cancellation through the Platform or by contacting our customer support at +91 90161 80583. Cancellation requests are subject to the order's current preparation status and the applicable cancellation window as described in Section 3 below. A cancellation is only considered valid once it is confirmed by the Platform through an in-app notification, SMS, or email.

2.2 Cancellation by the Shop

A registered Shop may cancel an order if the requested product(s) are unavailable, of unacceptable quality, or if the Shop is unable to fulfill the order for any operational reason (e.g., equipment failure, stock exhaustion, or shop closure). In such cases, the Platform will notify the Customer immediately and initiate a full refund to the original payment method. FreshMeat4U monitors shop cancellation rates and may take action against Shops with excessively high cancellation rates.

2.3 Cancellation by the Platform

FreshMeat4U reserves the right to cancel any order if:

The delivery address falls outside our serviceable area within Vadodara.
The order is suspected to be fraudulent or placed using unauthorized payment methods.
There is a technical error resulting in incorrect pricing or product information.
Extreme weather conditions, natural calamities, or government directives prevent safe delivery.
The Customer has a history of frequent cancellations or refund abuse.

In all cases of Platform-initiated cancellation, the Customer will receive a full refund to their original payment method.

3. Cancellation Windows

The ability to cancel an order and the applicable charges depend on the stage of order processing at the time the cancellation request is received:

3.1 Before Preparation Begins

If the cancellation request is received before the Shop has started preparing or cutting the order, the order will be cancelled with a full refund of the entire order amount, including any delivery charges and platform fees. This is the ideal window for cancellation and incurs no penalties.

3.2 During Preparation

If the Shop has already begun preparing or cutting the meat when the cancellation request is received, the cancellation is subject to Shop approval. The Shop may accept or reject the cancellation request based on the extent of preparation. If accepted, a refund may be subject to a deduction for the cost of the prepared product that cannot be resold. If the Shop rejects the cancellation, the order will proceed as originally placed.

3.3 After Dispatch

Once the order has been dispatched from the Shop and is with the Delivery Rider, cancellation is not possible. The Customer must accept the delivery. If there is a quality issue with the delivered product, the Customer may file a return/refund request under the Quality-Related Returns provisions outlined in Section 6 of this Policy.

4. Refund Eligibility

Refunds are processed in the following eligible scenarios:

Order not accepted by the Shop: Full refund, including delivery charges and platform fees.
Order cancelled before preparation: Full refund with no deductions.
Order cancelled during preparation (Shop approved): Refund after deduction of preparation costs, if any.
Order cancelled by the Shop or Platform: Full refund with no deductions.
Quality-related issues: Refund or replacement as per Section 6, subject to verification.
Wrong items delivered: Full refund or correct replacement upon verification with photographic evidence.
Items missing from the order: Proportional refund for the missing items.
Significant delay beyond the estimated delivery window: Refund or order cancellation, assessed on a case-by-case basis.

Refund requests must be submitted within the timeframes specified in this Policy. Late requests may not be entertained due to the perishable nature of the products.

5. Refund Process

The refund process follows these steps:

Request Submission: The Customer submits a refund request through the Platform (via the order details page) or by contacting customer support at +91 90161 80583. For quality-related issues, the Customer must provide clear photographs of the product and packaging.
Review & Verification: Our support team reviews the request, checks the order details, delivery status, and any evidence provided. For quality complaints, the evidence is evaluated against our quality standards. We may contact the Customer or the Shop for additional information if required.
Decision Communication: The Customer is informed of the refund decision via in-app notification, SMS, or email within 24-48 hours of the request. If the refund is approved, the communication will include the refund amount and expected timeline.
Refund Initiation: Upon approval, the refund is initiated to the original payment method used for the order. Partial refunds (see Section 8) will reflect the approved adjusted amount.
Refund Completion: The refund will reflect in the Customer's account based on the payment method and the timelines specified in Section 6. A confirmation notification is sent once the refund is processed from our end.

If a refund request is rejected, the Customer will receive a detailed explanation of the reason for rejection. Customers who disagree with the decision may escalate the matter through our Complaint Resolution process.

6. Refund Timelines

Refund processing times vary by payment method. Below are the estimated timelines from the date of refund approval:

UPI (Google Pay, PhonePe, Paytm, BHIM, etc.): 1-3 business days.
Credit Cards & Debit Cards (Visa, Mastercard, RuPay): 5-7 business days. The refund will appear as a credit in your card statement.
Net Banking: 5-7 business days.
Mobile Wallets: 1-3 business days.
Cash on Delivery (COD): For cancelled COD orders where no payment was collected, no refund is applicable. For COD orders where the Customer has already paid and a refund is approved, the refund will be processed to the Customer's bank account or UPI ID as provided during the refund request. This may take 5-7 business days.

These timelines are indicative and depend on the Customer's bank or payment service provider. FreshMeat4U initiates the refund within 24 hours of approval but cannot control the processing time of external financial institutions. If a refund is not received within the stated timelines, please contact your bank first, and then reach out to us at +91 90161 80583.

7. Quality-Related Returns

Given the perishable nature of fresh meat, poultry, and seafood, we take product quality very seriously. If you receive a product that does not meet acceptable quality and freshness standards, you may be eligible for a full refund or replacement. The following conditions apply:

30-Minute Complaint Window: All quality-related complaints must be reported within 30 minutes of delivery. This strict window is necessary because perishable products deteriorate rapidly at room temperature. Complaints received after 30 minutes will not be eligible for refund or replacement.
Photographic Evidence Required: The Customer must provide clear, well-lit photographs of the product showing the quality issue. Photos must include the product packaging (with the FreshMeat4U label visible) alongside the product itself. Submit these through the order details page or via WhatsApp at +91 90161 80583.
Temperature Issues: If the product arrives warm, has melted ice packs, or shows signs of inadequate temperature control during transit, report it immediately with photographs. Products that are not kept at safe temperatures may pose health risks and will qualify for a full refund upon verification.
Wrong Items Delivered: If you receive products different from what was ordered (wrong cut, wrong type of meat, wrong quantity), report it within the 30-minute window with photographs of the received items and the packaging label. You will receive a full refund for the incorrect items or a replacement with the correct items, depending on product availability.
Foul Odour or Discoloration: If the product has an unusual or foul smell, abnormal color, or visible spoilage, do not consume it. Report the issue within 30 minutes with photographs and a brief description. The product will be eligible for a full refund upon verification.
Weight Discrepancy: If the delivered product weight is significantly lower than the ordered weight (more than 10% variance), report it with photographs showing the product on a weighing scale along with the packaging label. A proportional refund will be issued for the weight shortfall.

For quality-related returns, the Platform reserves the right to arrange a pickup of the product in question for verification purposes. Failure to cooperate with the verification process may result in denial of the refund request.

8. Partial Refunds

Partial refunds may be issued in the following circumstances:

Missing Items: If one or more items from a multi-item order are missing at the time of delivery, a refund equal to the price of the missing item(s) plus a proportionate share of delivery charges will be issued.
Weight Shortfall: If the delivered product weight is less than the ordered weight by more than 10%, a proportional refund will be issued based on the per-gram or per-kg rate of the product.
Partial Quality Issues: If only some items in a multi-item order have quality issues, the refund will be limited to the affected items only.
Cancellation During Preparation: If an order is cancelled after the Shop has begun preparation and the Shop accepts the cancellation, a partial refund may be issued after deducting the cost of the prepared product that cannot be resold. The deduction amount will be communicated to the Customer before the refund is processed.
Promotional Discounts: In cases where a partial refund is issued for an order that used a promotional discount or coupon, the refund amount will be adjusted proportionally. The refunded amount will not exceed the actual amount paid by the Customer.

9. Non-Refundable Cases

The following situations are not eligible for a refund or replacement:

Complaints After the 30-Minute Window: Quality complaints received more than 30 minutes after delivery are not eligible due to the perishable nature of the products.
Customer-Induced Damage: Damage caused by improper storage or handling by the Customer after delivery (e.g., leaving the product unrefrigerated for an extended period).
Change of Mind: Cancellations or refund requests made due to a simple change of mind after the order has entered preparation or been dispatched.
Incorrect Address Provided: If an order cannot be delivered because the Customer provided an incorrect or incomplete delivery address, and the products become undeliverable or perish in transit.
Unavailability at Delivery: If the Customer or their authorized representative is not available to receive the order after multiple delivery attempts, and the perishable products can no longer be safely delivered.
Consumed Products: Requests for refund on products that have already been consumed, cooked, or partially used.
Normal Variations: Minor variations in meat color, texture, or cut shape that are within the natural range for fresh meat products and do not indicate spoilage or quality issues.
COD Refusal: If a Customer refuses to accept a Cash on Delivery order without a valid reason, no refund is applicable as no payment has been collected. However, repeated COD refusals may result in restriction from the COD payment option.
Force Majeure: Delays or issues caused by events beyond reasonable control, including natural disasters, pandemics, government-imposed restrictions, or widespread power outages.

10. Dispute Resolution

If you are dissatisfied with a refund decision or have a dispute that cannot be resolved through our standard support channels, we encourage you to follow our internal Complaint Resolution process. Our escalation procedure is designed to address complaints fairly and efficiently.

Level 1 — Customer Support: Contact our support team at +91 90161 80583 or through the in-app support feature. We aim to resolve all disputes within 48 hours.
Level 2 — Escalation: If the issue is not resolved at Level 1, you may request escalation to our senior support team. Escalated complaints are reviewed within 3-5 business days, and a detailed written response will be provided.
Level 3 — Formal Complaint: If the dispute remains unresolved, you may file a formal written complaint as per our Complaint Resolution policy. We will acknowledge receipt within 2 business days and provide a final resolution within 10 business days.
Legal Recourse: If all internal resolution mechanisms have been exhausted without a satisfactory outcome, you may seek legal remedies. Any legal proceedings arising out of or related to this Policy shall be subject to the exclusive jurisdiction of the courts of Vadodara, Gujarat, India. These terms are governed by the laws of India.

We are committed to fair and transparent resolution of all disputes. FreshMeat4U maintains records of all complaints and resolutions for a period of at least two years.

11. Contact Information

For any questions, refund requests, cancellation queries, or complaints regarding this Policy, please contact us:

Phone / WhatsApp: +91 90161 80583
Address: Vadodara, Gujarat, India
Website: freshmeat4u.com

Our customer support is available during operating hours. We endeavor to respond to all queries within 24 hours. For urgent delivery or order issues, calling our support number is the fastest way to reach us.