Customer Refund Policy
1. Overview
When you place an order through a restaurant's website or mobile app powered by OnlineOrder.pk, the restaurant is responsible for fulfilling your order. This policy outlines the refund process for issues related to orders placed through our platform.
Important: Your transaction is with the restaurant, not with OnlineOrder.pk. OnlineOrder.pk provides the technology platform; the restaurant provides the food and service. Refunds are processed at the restaurant's discretion based on their own policies and the specific circumstances of your order.
2. When Can You Request a Refund?
2.1 Order Cancellation (Before Preparation)
- Within 2 minutes of placing order: Full refund available if restaurant hasn't started preparing.
- After 2 minutes but before preparation: Refund at restaurant's discretion (typically 50-100%).
- After preparation started: No refund (food has been cooked).
2.2 Quality Issues
- Wrong item delivered: Full refund for the wrong item or replacement offered.
- Missing items: Refund for missing items or partial refund.
- Food quality problem (undercooked, spoiled, foreign object): Full refund for affected items plus replacement.
- Portion size significantly smaller than described: Partial refund (25-50%).
2.3 Delivery Issues
- Order never delivered: Full refund.
- Order delivered to wrong address: Full refund or replacement.
- Delivery delayed by more than 60 minutes: Partial refund (10-25%) or discount coupon.
- Damaged packaging leading to spilled food: Full refund or replacement.
2.4 Payment Issues
- Duplicate payment charged: Full refund of duplicate amount within 5-7 business days.
- Incorrect amount charged: Refund of excess amount.
- Payment deducted but order not confirmed: Full refund within 5-7 business days.
3. Refund Process Timeline
| Scenario | Refund Processing Time | Notes |
|---|---|---|
| Order cancellation (2 minutes) | Immediate to 24 hours | Auto-refund to payment method |
| Quality/delivery issue | 3-5 business days | After restaurant approves |
| Payment error/duplicate | 5-7 business days | Via original payment method |
| Disputed transactions | 7-14 business days | After investigation |
4. How to Request a Refund
Step 1: Contact the Restaurant First
For order issues (wrong item, missing items, quality problems, delivery delays), please contact the restaurant directly. Their contact information is on their website or in your order confirmation email/sms.
Step 2: Contact OnlineOrder.pk Support
If the restaurant does not resolve your issue within 48 hours, or for payment-related issues (duplicate charges, payment deducted but order not confirmed), contact OnlineOrder.pk customer support:
- WhatsApp: +44 7880 748211 (Response within 2 hours)
- Email: admin@onlineorder.pk
Step 3: Provide Required Information
To process your refund quickly, please provide:
- Order number (from your confirmation email/sms)
- Restaurant name
- Date and time of order
- Issue description (with photos if applicable)
- Payment method used
- Amount paid
5. Refund Methods
- Credit/Debit Card: Refund to original card within 5-7 business days
- JazzCash/Easypaisa: Refund to original account within 24-48 hours
- Cash on Delivery (COD): No refund processed (you didn't pay online)
- Bank Transfer: Refund to original account within 3-5 business days
6. Non-Refundable Situations
- ❌ Customer changed mind after order was prepared
- ❌ Food taste preferences (too spicy, too salty, not to liking)
- ❌ Order placed to wrong restaurant by mistake (after 2 minutes)
- ❌ Delivery address provided incorrectly by customer
- ❌ Customer not available to receive delivery
- ❌ Restaurant closed without notice (restaurant is responsible)
- ❌ Promotional or discounted items (unless quality issue)
- ❌ Orders older than 7 days
7. Dispute Resolution
If you disagree with a refund decision made by a restaurant or by OnlineOrder.pk, you may:
- Escalate the issue to OnlineOrder.pk support with additional evidence
- Request a chargeback from your bank or card issuer (for card payments)
- File a complaint with your payment provider (JazzCash/Easypaisa)
OnlineOrder.pk will assist in dispute resolution but final decisions may involve the payment provider.
8. Restaurant Responsibility
Restaurants using the OnlineOrder.pk platform are required to:
- Display their own refund policy on their website/app
- Process refunds promptly for valid claims
- Respond to customer issues within 24 hours
- Maintain quality standards for food and delivery
- Compensate customers for errors on their part
If a restaurant consistently receives valid refund complaints, OnlineOrder.pk may suspend their account.
9. Chargeback Protection
For customers paying via credit/debit card through PayFast integration, you have additional protection through your bank's chargeback process. Chargebacks must be filed within 45 days of the transaction date. OnlineOrder.pk will provide transaction evidence to assist with chargeback disputes.
10. Contact Information
For refund-related questions or to initiate a refund request:
- WhatsApp Support: +44 7880 748211 (2-hour response)
- Email Support: admin@onlineorder.pk
- Business Hours: Monday-Saturday, 9:00 AM - 9:00 PM (Pakistan Time)
- Office Address: GF-Office NO. 1, Plaza 17, Road 16, Rawalpindi, Pakistan - 46000