Refund Policy

1. Overview

At Grubba, we strive to ensure you have the best food delivery experience. This Refund Policy outlines the circumstances under which refunds are available and the process for requesting them. Please note that as a marketplace platform, refund eligibility may vary depending on whether the issue is related to the vendor, delivery, or platform.

2. When Refunds Are Available

3. Quality and Food Safety Issues

While Grubba is not responsible for food quality as this falls under vendor responsibility, we may facilitate refunds in the following cases:

• Wrong items delivered (significantly different from what was ordered)
• Missing items from your order
• Food safety concerns (spoiled, contaminated, or dangerous food)
• Incorrect order delivered to wrong customer

For these issues, please contact the vendor first. If the vendor cannot resolve the issue satisfactorily, contact Grubba support with photos and details.

4. Refund Process and Timeframes

5. Refund Methods

Refunds will be processed using the same payment method used for the original purchase:

• M-Pesa refunds will be sent directly to your M-Pesa account
• Card payments will be refunded to the original card
• In exceptional cases, we may issue Grubba credit for future orders

6. What's Not Eligible for Refunds

The following situations are generally not eligible for refunds:

• Change of mind after vendor has accepted the order
• Delivery delays due to weather conditions or traffic
• Minor taste preferences or food temperature upon delivery
• Incorrect delivery address provided by the customer
• Customer unavailability during delivery attempts
• Orders placed with incorrect contact information
• Allergic reactions (customers must check ingredients with vendors)

7. Partial Refunds

In some cases, we may offer partial refunds:

• When only some items from your order are missing or incorrect
• For minor delivery delays not caused by weather or traffic
• For packaging or presentation issues that don't affect food safety

8. Promotional Credits and Vouchers

When promotional credits or vouchers are used in an order, refunds will be processed as follows: the amount paid in cash/card will be refunded to the original payment method, and promotional credits will be restored to your account for future use.

9. Repeated Refund Requests

Grubba reserves the right to review accounts with excessive refund requests. Repeated abuse of the refund system may result in account suspension or termination. We encourage customers to communicate with vendors to resolve minor issues before requesting refunds.

10. Alternative Resolutions

Instead of refunds, we may offer:

• Grubba credits for future orders
• Discount vouchers
• Free delivery on your next order
• Redelivery of the correct order (when possible)

11. Updates to This Policy

We may update this Refund Policy from time to time. Any changes will be communicated through the app or by email. Continued use of our services after changes constitutes acceptance of the updated policy.