Refund Policy

At ThirtyMins Limited, we are committed to delivering a seamless and satisfying experience for our customers. However, we understand that issues may arise with your order, and we aim to resolve them promptly and fairly. This Refund Policy outlines the circumstances under which you may be eligible for a refund.

1. Order Accuracy and Completeness
1.1. Upon receiving your order, it is your responsibility to verify that the items are complete and accurate. If there are any issues with the items, including missing or incorrect items, please notify us immediately.

1.2. If an item is missing or incorrect, you must provide supporting evidence (such as photos or receipts) within a reasonable timeframe from the delivery. We will review the evidence and process refunds for verified issues promptly.

2. Quality of Food
2.1. ThirtyMins Limited is not responsible for the quality, freshness, or taste of food from the restaurants or food providers. If you experience issues with the quality of the food, we recommend contacting the restaurant directly to resolve the issue.

2.2. However, if there is a significant issue with your order (e.g., food is damaged, spilled, or improperly prepared), please notify us, and we will assist in contacting the restaurant or provider for resolution.

3. Late or Failed Deliveries
3.1. While we strive to ensure timely deliveries, there may be occasions when delivery times are affected by circumstances beyond our control, such as large orders, weather conditions, or delays caused by the merchant. In these cases, ThirtyMins Limited will make every effort to deliver your order within a reasonable timeframe, but we cannot guarantee delivery within the estimated time.

3.2. If your order is not delivered within the estimated time range provided, and the delay is due to reasons such as a large order, weather conditions, or issues caused by the merchant, you may not be eligible for a refund, as these factors are outside of our control.

3.3. If ThirtyMins Limited fails to deliver your order due to reasons on our end (e.g., technical issues or delivery failure), we will offer a full refund for the delivery fee and items purchased.

4. Delivery Attempts and Non-Delivery
4.1. If you fail to receive your food due to being unavailable at the delivery location, the driver will make multiple attempts to contact you through various means, such as phone calls, text messages, or app notifications, to complete the delivery.

4.2. If the driver is still unable to reach you after several attempts and you are unreachable, the driver will wait at the delivery location for up to 7 minutes.

4.3. If, after this 7-minute waiting period, the driver is still unable to complete the delivery, they may dispose of the food as per ThirtyMins Limited's policy. In this case, we will not be able to issue a refund for the items or delivery service.

4.4. If you provide an incorrect or incomplete delivery address during checkout, the driver will only be able to deliver to the address provided. ThirtyMins Limited is not responsible for any issues arising from the wrong address, and no refund will be issued if the delivery cannot be made to the incorrect address.

5. Cancellation and Refunds
5.1. Before Order Confirmation: You may cancel your order at any time before the restaurant confirms it. If the order is cancelled before confirmation, you will receive a full refund.

5.2. After Order Confirmation: Once the restaurant confirms your order, cancellations are generally not possible. If you choose to cancel after this point, you will still be charged for the full price of your items and delivery services.

5.3. After Delivery Has Begun: If the delivery process has already started and you wish to cancel, you will still be charged for both the items and the delivery service. Refunds will not be provided for cancellations made after the delivery has begun.

5.4. Failed Delivery: If delivery fails due to your actions (e.g., you were unavailable to receive the order or provided an incorrect address), you may still be charged the full price for both items and delivery services.

6. How to Request a Refund
6.1. If you believe you are entitled to a refund, please contact our support team at [support email] or use our live chat feature within 48 hours of receiving your order.

6.2. Provide as much detail as possible regarding your order, including the reason for the refund request and any supporting evidence (e.g., photos, receipts).

6.3. Refund requests are reviewed on a case-by-case basis. Once your request has been processed and approved, the refund will be issued to the original payment method used for the order.

7. Processing Time for Refunds
7.1. Refunds will be processed promptly after your refund request is approved. Depending on your bank or payment provider, it may take several business days for the funds to appear in your account.

7.2. In case of any delays or issues with processing your refund, please contact our support team for assistance.

8. Final Decision
8.1. ThirtyMins Limited reserves the right to reject refund 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 refunds is final, but we will make every effort to ensure that your experience is handled fairly and promptly.