At TheFoodCompany (TFC), we strive to provide a seamless and enjoyable experience for our Seller and/or Home Chef and/or Customer and/or Buyer. Our Cancellation and Refund Policy outlines the guidelines and procedures for cancelling orders and requesting refunds for homemade food items leased through our platform. We understand that circumstances may arise that require cancellations or refunds, and we aim to address such situations fairly and transparently.

1. Pre-Order Policy

1.1 Buyers and/or Customers can place pre-orders for home-cooked delicacies through our website.

1.2 Pre-orders are subject to availability and acceptance by the Seller and/or Home Chef.

2. Buyer and/or Customer Initiated Cancellations

2.1 Buyers and/or Customers may request to cancel their pre-order before it has been accepted by the Seller and/or Home Chef.

2.2 To cancel an order, the Buyers and/or Customers must contact the Seller and/or Home Chef directly.

2.3 A cancellation fee may apply depending on the timing of the cancellation and any costs incurred by the Seller and/or Home Chef.

2.4 Once an order is accepted by the Seller and/or Home Chef, it cannot be cancelled.

2.4 Cancellation requests are subject to approval by the respective Seller and/or Home Chef. The seller and/or Home Chef have the discretion to accept or deny cancellation requests based on factors such as preparation time, ingredient costs, and the perishability of the homemade food items.

3. Cancellation by Seller and/or Home Chef

3.1 In rare circumstances, a Seller and/or Home Chef may need to cancel an accepted pre-order due to unforeseen circumstances such as illness or emergencies.

3.2 If a Seller and/or Home Chef cancels an accepted pre-order, the Buyers and/or Customers will receive a full refund.

3.3 Seller and/or Home Chef will make reasonable efforts to notify the Buyers and/or Customers of any cancellations by the Seller and/or Home Chef as soon as possible.

4. Refund Policy

4.1 Valid Refund Requests: Refund requests by Buyers and/or Customers may be considered under the following circumstances:

4.1.1 The Seller and/or Home Chef is unable to fulfil the order due to unforeseen circumstances, such as ingredient shortages, equipment malfunction, or personal emergencies.

4.1.2 The quality or condition of the homemade food items upon delivery does not meet the Buyer’s and/or Customer’s expectations or is below acceptable standards. 

4.2 Buyers and/or Customers can request returns and refunds using our convenient live chat and support ticket features. These communication channels are designed to facilitate direct interaction with sellers and/or home chefs, ensuring that any inquiries or issues can be promptly addressed and resolved to the satisfaction of all parties involved. Whether it’s a question about a product or a request for a refund, our platform is committed to providing efficient and effective customer support to enhance your shopping experience.

5. Refund Process: 

5.1 Refund requests must be submitted to Seller and/or Home Chef within a reasonable timeframe after the scheduled delivery or pickup time. Buyers and/or Customers may be required to provide photographic evidence or other documentation to support their refund claims.

5.2 Refunds for cancelled orders will be processed within 14 business days from the date of cancellation depending on the individual case. 

5.3 Refunds will be issued to the original payment method used by the Buyers and/or Customers, If the Seller and/or Home Chef is unable to effect the refund via the Original Payment Method for any reason whatsoever (including, but not limited to, where the Original Payment Method is no longer valid or cannot be used to receive funds), Buyers and/or Customers acknowledges and agrees that (i) the Seller and/or Home Chef may affect the refund via the issuance of vouchers (of equivalent value to the refund amount) under such timeline as may be determined by the Seller and/or Home Chef, and (ii) upon issuance of such vouchers, Buyers and/or Customers shall have no further right or claim against TheFoodCompany (TFC) in connection with such refund.

5.4 Quality or safety issues with the delivered product, subject to investigation and verification by Seller and/or Home Chefs and/or TheFoodCompany (TFC).

6. Communication and Resolution

6.1 Open Communication: Buyers and/or Customers should communicate any issues or concerns regarding their orders directly with the respective Seller and/or Home Chef and/or our Customer Support Team. Timely communication is essential for resolving issues and facilitating refunds, if necessary.

6.2 Resolution Process: In the event of disputes or disagreements between Buyers and/or Customers and Seller and/or Home Chef regarding cancellations or refunds, TheFoodCompany (TFC) may intervene to mediate and facilitate a fair resolution for all parties.

7. Disputes and Complaints

7.1 In the event of any disputes or complaints regarding the quality, delivery, or any other aspect of the pre-ordered product, the Buyers and/or Customers should contact the Seller and/or Home Chef directly. TheFoodCompany (TFC) will not be liable for any disputes in any event.

7.2 In the event of any disputes or concerns, TheFoodCompany (TFC) Customer Support Team is available to provide assistance and guidance to the Buyers and/or Customers seeking resolution. We will do our best to facilitate communication between Seller and/or Home Chef and/or Buyers and/or Customers and/or Logistic Partner to help reach a satisfactory resolution.

8. Modification of Orders

8.1 Modifications to pre-orders, such as changes to delivery details or special requests, may be accommodated if communicated to the Seller and/or Home Chef within a reasonable timeframe before the scheduled delivery time.

8.2 The Seller and/or Home Chef reserves the right to refuse any modifications that cannot be reasonably accommodated.

8.3 By placing a pre-order with TheFoodCompany (TFC), you acknowledge and agree to abide by this Cancellation & Refund Policy. If you have any questions or concerns regarding this policy, please contact us for clarification before placing your order. 

9. Seller and/or Home Chef Responsibilities

9.1 Order Fulfilment: Seller and/or Home Chefs are responsible for fulfilling orders by the agreed-upon schedule and specifications. Failure to fulfil orders without valid reasons may result in penalties or account suspension.

9.2 Quality Assurance: Sellers and/or Home Chefs are expected to maintain the quality and freshness of their homemade food items throughout the delivery process. Proper packaging, handling, and storage techniques should be employed to ensure Buyer’s and/or Customer’s satisfaction.

10. Amendments and Updates

10.1 TheFoodCompany (TFC) reserves the right to amend or update the Cancellation and Refund Policy at any time without prior notice. Seller and/or Home Chef and/or Buyers and/or Customers will be notified of any changes to the policy, and continued use of our platform constitutes acceptance of the revised policies.

NOTE* Example scenarios where Buyers and/or Customers might want to cancel or refund their order:

• Change in Plans: If the Buyers and/or Customers experience an unexpected change in plans that prevents them from receiving the food order, such as a sudden illness or a family emergency. (Proof: Medical certificate, accident report, or any relevant documentation explaining the situation.)
• Quality Issues: If the Buyers and/or Customers receive food that doesn’t meet their expectations in terms of quality or freshness (Proof: Clear photographs of the food demonstrating the issue, along with a written explanation.)
• Delivery Delay: If there’s a significant delay in the delivery time, causing inconvenience to the Buyers and/or Customers. (Proof: Timestamped communication with the delivery person or screenshots of tracking information showing the delay.)
• Order Error: If the Buyers and/or Customers receive the wrong items or missing items in their order. (Proof: Photographs of the received items along with the order confirmation showing what was supposed to be included.)
• Unsatisfactory Presentation: If the food presentation or packaging doesn’t match the advertised standards. (Proof: Photographs of the received food and packaging compared to the advertised images.)
• Allergic Reaction: If the Buyers and/or Customers experience an allergic reaction due to undisclosed ingredients or cross-contamination. (Proof: Medical documentation confirming the allergic reaction and detailing the ingredients consumed.)
• Dissatisfaction with Taste: If the Buyers and/or Customers find the taste of the food significantly different from their expectations based on the description. (Proof: Detailed explanation of the taste discrepancy along with any relevant photographs.)
• Payment Error: If there’s a billing error or overcharge in the payment process. (Proof: Screenshots of the payment transaction, bank statements, or any other relevant payment documentation.)

NOTE* Example scenarios where Seller and/or Home Chef might want to cancel or refund their order:

• Ingredient Unavailability: If the Seller and/or Home Chef encounters unexpected unavailability of key ingredients necessary to prepare the ordered dish. (Proof: Documentation from suppliers or stores showing the unavailability of specific ingredients.)
• Equipment Failure: If the Seller and/or Home Chef’s cooking equipment malfunctions or breaks down unexpectedly, preventing them from fulfilling the order. (Proof: Photographs or repair documentation of the malfunctioning equipment)
• Personal Emergency: If the Seller and/or Home Chef experiences a sudden personal emergency that makes it impossible for them to prepare the ordered food. (Proof: Relevant documentation such as medical certificates, police reports, or other official records.)
• Health Concerns: If the Seller and/or Home Chef falls ill or is deemed unfit to prepare food due to health reasons. (Proof: Medical certificate or doctor’s note confirming the health condition preventing food preparation)
• Schedule Conflict: If the Seller and/or Home Chef encounters an unforeseen scheduling conflict that overlaps with the preparation or delivery time of the order. (Proof: Evidence of the conflicting commitment such as appointment cards, event invitations, or work schedules.)
• Natural Disaster or Severe Weather: If the Seller and/or Home Chef area is affected by a natural disaster or severe weather conditions that make it unsafe or impossible to cook and deliver food. (Proof: Documentation of the natural disaster or severe weather conditions affecting the Seller and/or Home Chef location, such as news reports, government alerts, or photographs.)
• Transportation Issues: If the Seller and/or Home Chef faces unexpected transportation problems that prevent them from delivering the food, such as a vehicle breakdown or public transportation disruption. (Proof: Documentation of the transportation issue, such as repair receipts, towing invoices, or screenshots of service alerts.)
• Miscommunication or Misunderstanding: If there’s a misunderstanding between the Seller and/or Home Chef and the Buyers and/or Customers regarding the order details or special requests. (Proof: Records of communication between the Seller and/or Home Chef and/or Buyers and/or Customers, such as email exchanges or messaging transcripts, demonstrating the miscommunication.)

By using our platform to lease homemade food items, Seller and/or Home Chef and/or Buyers and/or Customers acknowledge and agree to abide by the terms and conditions outlined in this Cancellation and Refund Policy. We thank you for your understanding and cooperation in ensuring a positive experience for all parties involved.

If you have any questions or need further clarification regarding our Cancellation and Refund Policy, please don’t hesitate to contact our Customer Support Team for assistance. We’re here to help you navigate the leasing process and address any concerns you may have.

Thank you for considering TheFoodCompany (TFC) as your platform for showcasing your culinary talents. We look forward to welcoming you as one of our esteemed Sellers and/or Home Chefs!

Together, let’s savour the flavours of home-cook goodness and create unforgettable dining experiences for all! 🏡🍲