Effective Date: October 2025
At Munchify, we are committed to providing high-quality food, products, and services through our platform. We understand that, in rare circumstances, issues may arise with orders. This Refund Policy outlines when and how refunds are issued, and the conditions that apply.
Once an order has been confirmed and paid for, cancellations or refunds are not guaranteed. Refunds are only processed under specific circumstances as outlined below.
Munchify reserves the right to approve or deny any refund request based on evidence, transaction logs, and delivery records.
A customer may be eligible for a partial or full refund in the following cases:
Order Not Delivered: If the order was never delivered and confirmed by our system or the delivery agent.
Incorrect Order: If the wrong items were delivered (e.g., different meal, product, or size than ordered).
Damaged or Contaminated Products: If the delivered food or item is in an unacceptable condition upon arrival (subject to proof, such as photo or video).
Out-of-Stock Situations: If the ordered item becomes unavailable after payment and no replacement or delay is accepted by the customer.
Double Payment or System Error: If payment was processed more than once for the same order or due to technical malfunction.
Refunds will not be issued in the following situations:
Change of mind or personal dislike after delivery.
Incorrect address, contact number, or unavailability at the delivery location.
Delay caused by external factors (traffic, weather, or unforeseen circumstances).
Orders confirmed and already in preparation by the kitchen or vendor.
Items falling under non-returnable categories (e.g., perishable foods, opened health or beauty products, gas cylinders, etc.).
If eligible, customers must report their issue within 24 hours of delivery through:
📩 support@munchify.store or via the Help Center in the app.
To process the refund, Munchify may require:
Order ID and transaction details
Clear description of the issue
Supporting evidence (photos, videos, or chat logs)
Once verified:
Refunds are issued within 3–7 business days.
Refunds are credited back to the original payment method or to the Munchify Wallet, depending on the situation.
In some situations, Munchify may issue a partial refund or Munchify Credit instead of a full refund. This may apply when:
Only part of the order was incorrect or missing.
The customer chooses to accept a replacement or compensation voucher.
If a user disagrees with a refund decision, they may submit an appeal through support@munchify.store.
All disputes are reviewed internally and resolved within 5 working days.
Vendors or kitchens are responsible for ensuring product quality, packaging integrity, and accuracy of orders.
Repeated refund-triggering complaints may lead to penalties, suspension, or removal from the Munchify platform.
For all refund or payment-related concerns, contact our support team:
📧 support@munchify.store
🌐 www.munchify.store
