Refund Policy

Every order includes a service fee shown clearly at checkout before you confirm. This fee covers the cost of processing your order — payment processing, vendor notification, delivery coordination, and order tracking. These actions happen the moment you place your order and cannot be reversed.

The service fee is non-refundable in all circumstances — including cancellations, wrong orders, missing items, and failed deliveries. This is not a penalty. The platform work has been done the moment you tap Order.

You may cancel your order before the vendor begins preparation. Contact support immediately through the app.

• If you cancel before preparation begins your food cost and delivery fee are refunded in full. The service fee is not refunded.
• If the vendor cancels your order for any reason your food cost and delivery fee are refunded in full. The service fee is not refunded.
• Once preparation has begun cancellation is not possible and no refund will be issued.

If an item is missing from your order contact support within 3 hours of delivery with a photo of what you received. We will refund the food cost of the missing item. The delivery fee and service fee are not refunded.

If you received the wrong food contact support within 1 hour of delivery with a photo. We will refund the food cost. The delivery fee and service fee are not refunded.

If your food was spoiled, contaminated, or clearly unsafe contact support within 1 hour of delivery with a photo. We will investigate and where confirmed refund the food cost. The delivery fee and service fee are not refunded. Refunds based on personal taste or preference are not issued.

If your food arrived spilled or damaged contact support immediately with a photo. We will investigate and where confirmed issue a partial or full refund of the food cost. The delivery fee and service fee are not refunded.

• If a delivery fails because of an error on CraveIt's side your food cost and delivery fee are refunded. The service fee is not refunded.
• If a delivery fails because you were unreachable, provided the wrong address, or refused delivery without valid reason no refund is issued on any component of the order.

If you were charged for an order that was never placed contact support immediately. Where confirmed as an error the full amount including the service fee is refunded. This is the only scenario where the service fee is refunded.

Approved refunds go back to your original payment method within 3 to 5 business days.

Refunds will not be issued where:

• The request is made outside the stated timeframe
• The delivery failed because of your error
• You refused delivery without valid reason
• The issue is based on personal taste or preference
• The claim appears dishonest or fraudulent