Refund Policy

This Refund Policy applies to paid transactions made through the VegeBuddy mobile application and any associated checkout pages, including food orders, mart (grocery) orders, in-app purchases, and any future subscription products operated by Vegebuddy Technologies (“we”, “our”, “us”).

The VegeBuddy app itself is free to download and use. Charges only arise when you place an order or activate a paid feature.

Food orders are prepared on-demand by our partner merchants. The following refund rules apply:

• Before the merchant accepts the order: you may cancel for a full refund directly in the app.
• After the merchant accepts the order: cancellation is generally not possible because preparation has begun. We may grant a refund at our discretion if the merchant agrees.
• Order not delivered or merchant rejected: you receive an automatic full refund to your original payment method.
• Wrong, missing, spoiled, or quality-defective items: contact us within 24 hours of delivery / pickup with photos. Verified cases will be refunded in full or in part.

Mart orders cover packaged grocery items shipped or picked up from partner merchants.

• Before shipment: cancel in the app for a full refund.
• After shipment: cancellation is not possible. Damaged or incorrect items must be reported within 3 days of receipt with photo evidence.
• Perishables and chilled items: non-returnable once accepted unless damaged on arrival.
• Hygiene-sealed items: non-refundable if the seal is broken, unless the product is defective.

The following are not eligible for a refund:

• Customised, made-to-order, or special-request items that have already been prepared
• Items consumed, opened, or altered by the customer
• Failure to be present at a confirmed pickup or delivery time after reasonable wait by the merchant or rider
• Promotional credits, vouchers, gift cards, and reward points
• Service fees, delivery fees, and payment-gateway charges, except where the order is cancelled by us or the merchant

Approved refunds are returned to your original payment method through the same payment processor used for the transaction (Razorpay Curlec). Indicative timelines:

• Card payments: 5–14 business days, depending on your issuing bank
• FPX online banking: 3–7 business days
• E-wallet (Touch ‘n Go, Boost, GrabPay, etc.): 1–5 business days

To request a refund or dispute a charge:

1. Open the order in the VegeBuddy app and tap Help / Report Issue, or
2. Email vegelahmy@gmail.com with your order ID, the issue, and supporting photos
3. We acknowledge requests within 2 business days and aim to resolve within 7 business days

If you raise a chargeback with your card issuer without first contacting us, your VegeBuddy account may be temporarily suspended pending investigation. Please contact our support first — we resolve the majority of issues directly and faster than the chargeback process.

We may update this Refund Policy from time to time. The latest version will always be available at this URL with the updated effective date.

Questions about refunds? Email us at vegelahmy@gmail.com.