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Refund policy

Refund Policy

Refund Policy

At Grubo, customer satisfaction is important to us. This Refund Policy explains when customers may be eligible for refunds and how refund requests are handled.

Eligible Refund Situations

Customers may be eligible for a refund if:

  • The order was charged but not delivered.
  • The restaurant is unable to fulfill the order after payment has been made.
  • The wrong order was delivered.
  • Food arrives in an unacceptable condition due to restaurant or delivery issues.
  • Duplicate payments were processed for the same order.

Non-Refundable Situations

Refunds may not be granted if:

  • The customer provides an incorrect delivery address.
  • The customer is unavailable to receive the order.
  • The order has already been prepared and cancellation is not permitted.
  • Minor delays occur due to traffic, weather, or circumstances beyond reasonable control.
  • Food quality complaints are subjective and cannot be verified.

Refund Request Process

Customers can request a refund by contacting Grubo Customer Support and providing:

  • Order number
  • Description of the issue
  • Supporting photos (if applicable)

Our support team will review each request and may contact the customer, restaurant, or delivery partner for verification.

Refund Approval

Refund requests are reviewed on a case-by-case basis. Grubo reserves the right to approve or reject refund requests based on the available evidence and platform policies.

Refund Timeline

Once approved:

  • Card or digital wallet payments may take 5–10 business days to reflect.
  • Mobile money refunds may take 1–5 business days.
  • Cash on Delivery refunds may be processed through an approved refund method.

Restaurant and Delivery Partner Responsibility

Restaurants are responsible for food preparation and quality, while delivery partners are responsible for safe and timely delivery. Refund decisions may involve both parties when necessary.

Policy Updates

Grubo reserves the right to update this Refund Policy at any time without prior notice.

Contact Us

If you have questions regarding refunds, please contact Grubo Customer Support through the Contact Us page.

Grubo

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