Cancellation Policy
At ThirtyMins Limited, we strive to provide our customers with a smooth and reliable food delivery experience. However, we understand that situations may arise where you need to cancel an order. This Cancellation Policy outlines the terms and conditions under which cancellations are accepted, as well as the scenarios where cancellation may not be possible.
1. Cancellation Before Order Confirmation
1.1. If you wish to cancel your order before the restaurant has confirmed it, you may do so without incurring any charges. Once your order is confirmed by the restaurant, it is no longer eligible for cancellation.
1.2. You can cancel your order easily by using the "Cancel Order" option in the ThirtyMins Limited app or website before the restaurant confirms the order.
2. Cancellation After Order Confirmation
2.1. Once the restaurant has confirmed your order, cancellations are generally not possible. If you attempt to cancel the order after confirmation, you will still be charged the full price for both the items and the delivery services.
2.2. In cases where you need to make a change to your order after confirmation (such as a modification to the items), we advise you to contact the restaurant directly. ThirtyMins Limited is not responsible for modifications after confirmation.
3. Cancellation After Delivery Has Begun
3.1. If the delivery process has already started (i.e., the driver has picked up the order from the restaurant), cancellations will not be possible. You will still be charged for both the items and the delivery service.
3.2. If you choose to cancel after delivery has begun, you must understand that it may result in food being discarded or returned to the restaurant without refund.
4. Delivery Failure Due to Customer-Related Issues
4.1. If you are unavailable to receive the delivery (for example, if you provided the wrong address or did not answer the delivery driver’s contact attempts), the delivery may fail.
4.2. In such cases, the driver will make multiple attempts to reach you, and if they are unsuccessful, they will wait for up to 7 minutes at the delivery location. If they are still unable to deliver the food, they may dispose of the order.
4.3. No refund will be issued if the failure to complete the delivery is due to incorrect address information, unavailability, or other customer-related issues.
5. Incorrect Address
5.1. If you provide an incorrect or incomplete address at checkout, the driver will only deliver to the address provided. ThirtyMins Limited will not be responsible for any failed deliveries or issues arising from incorrect address information.
5.2. In the event that the food cannot be delivered due to an incorrect address, no refund will be issued.
6. Special Circumstances for Cancellation
6.1. If the order is delayed due to factors such as large orders, weather conditions, or delays from the restaurant, ThirtyMins Limited will make every effort to deliver your order as soon as possible. However, these delays may not be grounds for cancellation or refund.
6.2. If ThirtyMins Limited is unable to deliver your order within a reasonable timeframe due to technical issues, merchant delays, or other factors on our end, you may be eligible for a refund.
7. How to Request a Cancellation
7.1. If you wish to cancel your order, please attempt to do so as soon as possible using the "Cancel Order" option in the ThirtyMins Limited app or website before the restaurant confirms your order.
7.2. If you are unable to cancel via the app and need assistance, please contact our support team immediately at [support email] or via live chat. We will assess whether the cancellation can be processed based on the timing and the status of the order.
8. Final Decision
8.1. ThirtyMins Limited reserves the right to reject cancellation requests that do not meet the criteria outlined in this policy or those that are submitted outside the allowed timeframe.
8.2. Our decision regarding cancellations is final, but we will always strive to ensure your experience is handled fairly and promptly.
