MESME Online Food Delivery Service
Refund Policy
This Refund Policy outlines the terms and conditions for refunds on orders placed through the MESME Online Food Delivery Service ("MESME," "we," "us," or "our") website and mobile application.
1. General Principles
• MESME is committed to customer satisfaction. We will issue a refund or provide a credit to your account in cases where we are at fault.
• All refund requests are handled on a case-by-case basis and are subject to review by our customer support team.
2. Grounds for a Refund
You may be eligible for a full or partial refund under the following circumstances:
• Missing Items: If an item from your order is missing, please contact us immediately. We will investigate and may provide a full or partial refund for the value of the missing item.
• Incorrect Order: If you receive an order that is significantly different from what you ordered (e.g., wrong dish, wrong restaurant), please notify us right away. We may offer a full refund, a re-delivery of the correct order, or a credit to your account.
• Damaged or Spilled Food: If your food arrives damaged, spilled, or in an unsanitary condition, please take a photo and contact our customer support team. We will assess the situation and may provide a full or partial refund.
• Order Not Delivered: If you have been charged for an order that was not delivered to you, please contact us within 24 hours of the scheduled delivery time. We will verify the status of the delivery and issue a full refund if the order was not successfully delivered.
• Restaurant or MESME Cancellation: If your order is canceled by the restaurant or by MESME due to unforeseen circumstances (e.g., restaurant closure, item unavailability, bad weather), a full refund will be processed automatically.
3. When a Refund May Not Be Issued
Please note that a refund may be denied in the following situations:
• Customer Caused Delays: If the delivery is delayed because you provided an incorrect address, or you were unavailable to receive the order, you may not be eligible for a refund.
• Subjective Dislike: Refunds will not be issued for reasons such as a dislike of the food's taste, texture, or temperature, as these are subjective. We recommend contacting the restaurant directly with feedback on food quality.
• Late Cancellation: If you cancel your order outside of the specified free cancellation window, a refund will be subject to our Customer Cancellation Policy.
• Minor Inaccuracies: Minor variations in the dish's appearance or ingredients that do not affect the core nature of the item may not qualify for a refund.
4. How to Request a Refund
To request a refund, please follow these steps:
• Contact Customer Support: Reach out to our customer support team via the MESME app's chat function or by emailing support@mesme.com.
• Provide Details: Clearly state the reason for your refund request. Please include your order number, the date and time of the order, and a description of the issue.
• Provide Evidence: For issues like damaged or incorrect food, please provide photographic evidence to help us process your request faster.
5. Refund Processing Time
• Once your refund request is approved, the refund will be processed to your original payment method.
• Please allow 3-7 business days for the refund to appear in your account. The exact time may vary depending on your bank or payment provider.
• If a credit is issued to your MESME account, it will be available for use on your next order immediately.
By placing an order with MESME, you acknowledge and agree to the terms of this Refund Policy. If you have any questions or concerns, please do not hesitate to contact our customer support team.
6. Contact Us
If you have any questions or concerns about this Refund Policy, please contact us
• Email: mesmehelpline@gmail.com
• Customer care No: +91 8660629972
• Address: kethohalli, Thavarekere hobli, Bangalore south tq bangalore dist bangalore – 562130 India (IN).
