Refund Policy

1. Policy Overview

At Promoofferhub, your satisfaction with our meals and delivery service is our top priority. This Refund Policy sets out the circumstances in which you may be entitled to a refund, replacement, or credit for orders placed on our website or through our customer service team.

We ask that you inspect your delivery immediately upon receipt. If you encounter any issue with the quality, quantity, or condition of your food, please notify us within 48 hours of delivery by contacting our support team at promoofferhub@gmail.com or calling +61 7 3847 2954. We will review each case and provide a fair resolution.

2. Refund Eligibility

You may be eligible for a full or partial refund under the following circumstances:

• Incorrect Order: You received items that do not match your order confirmation due to an error on our part. We will refund the full cost of the incorrect items or replace them at no charge.
• Missing or Damaged Items: Items that were missing from your delivery or arrived damaged, in an untampered condition, or at an unsafe temperature. We will issue a refund or a replacement.
• Poor Quality: Meals that are significantly below our quality standards (e.g. spoiled, undercooked, or unappetising) will be fully refunded.
• Late Delivery: If your delivery arrives more than 60 minutes past the requested delivery window and this delay causes a significant inconvenience, we may offer a partial refund or a discount on your next order.
• Cancellation before preparation: If you cancel a subscription order at least 48 hours before the scheduled preparation date, you will receive a full refund.

Refunds will be issued to the original payment method. Processing time may take 5–10 business days depending on your bank or financial institution.

3. Non-Refundable Items

The following are generally not eligible for a refund:

• Items that have been partially consumed or fully consumed by the recipient.
• Subscriptions that have already been delivered or are in an active billing cycle (unless they meet the quality criteria above).
• Promotional items, gift cards, or items marked as "non-refundable" at the time of purchase.
• Orders where the customer provided an incorrect delivery address, resulting in non-delivery.
• Orders declined for payment reasons after dispatch.
• Requests submitted more than 48 hours after the delivery date.

We reserve the right to assess refund requests on a case-by-case basis and may request photographic evidence to support your claim. Refund decisions are final and binding.

4. Refund Process

To initiate a refund, please follow these steps:

• Contact our support team within 48 hours of delivery with your order number and a description of the issue.
• Provide any supporting evidence, such as photographs of damaged or incorrect items.
• Allow us up to 2 business days to review your request and respond.
• If approved, your refund will be processed to your original payment method within 5–10 business days.

For subscription and corporate catering refunds, our finance team will coordinate with you directly to arrange reimbursement, which may take up to 14 business days depending on the complexity of the request.

5. Contact Us

If you have questions about this Refund Policy or wish to submit a refund request, please contact our customer service team:

Email: promoofferhub@gmail.com

Phone: +61 7 3847 2954

Postal Address: 545 Queen St, Brisbane City QLD 4000, Australia

We are committed to resolving all concerns promptly and fairly. This Refund Policy is part of our Terms & Conditions and is incorporated by reference therein.