Sales and Refunds Policy

How Orders Work

When you place an order through Eet Eet:

• You're purchasing directly from the food truck vendor, not from Eet Eet
• Orders are subject to vendor acceptance and availability
• Prices are set by individual vendors and may change without notice
• All sales are final once the vendor begins preparing your order

Order Confirmation

After placing an order, you'll receive a confirmation via the app and/or email. This confirmation means the vendor has received your order, but doesn't guarantee availability of all items. If any items are unavailable, the vendor will contact you to arrange alternatives or a partial refund.

Payment Processing

All payments are processed securely through Square. When you place an order:

• Your payment method is charged immediately
• Payment includes item costs, applicable taxes, and service fees
• Tips can be added before or after order completion
• We do not store your full payment information

Before Order Preparation

You may cancel your order without charge if the vendor hasn't started preparing it. To cancel, use the "Cancel Order" option in the app or contact the vendor directly. Cancellation availability depends on the vendor's preparation status.

After Order Preparation Begins

Once the vendor begins preparing your order, cancellations are generally not accepted. This is because food preparation has already started and ingredients have been used. Contact the vendor directly if you have special circumstances.

No-Show Orders

If you don't pick up your order within the specified time window, it will be considered a no-show. No-show orders are not eligible for refunds as the food has been prepared according to your specifications.

Eligible for Refunds

You may be eligible for a refund in the following situations:

• Order not received: If you paid for an order but never received it
• Incorrect order: If you received items significantly different from what you ordered
• Quality issues: If food is spoiled, contaminated, or inedible
• Vendor cancellation: If the vendor cancels your order after payment
• Technical errors: If you were charged incorrectly due to app malfunction

Not Eligible for Refunds

Refunds are generally not provided for:

• Change of mind after order preparation begins
• Subjective food preferences or taste
• Orders not picked up (no-shows)
• Minor variations in preparation or presentation
• Delays due to high demand or weather conditions
• Items ordered by mistake (wrong selection)

How to Request a Refund

To request a refund:

1. Open the Eet Eet app and go to your order history
2. Select the order in question
3. Tap "Report an Issue" and describe the problem
4. Include photos if relevant (e.g., incorrect or damaged items)
5. Submit your request within 24 hours of order pickup time

Review Process

Once you submit a refund request, our team will review it within 2-3 business days. We may contact you for additional information or clarification. The vendor may also be consulted to verify the issue.

Refund Timeline

If your refund is approved:

• Credit card refunds: 5-10 business days
• Debit card refunds: 5-10 business days
• Digital wallet refunds: 1-3 business days
• Eet Eet credits: Immediate

Note: Processing times may vary depending on your financial institution.

Partial Refunds

In some cases, we may offer partial refunds for specific items rather than the entire order. This typically applies when only certain items were affected by an issue.

Food Allergies and Dietary Restrictions

It's your responsibility to inform the vendor of any allergies or dietary restrictions. While vendors strive to accommodate these needs, cross-contamination may occur. Orders are not eligible for refunds if you failed to communicate allergies or if you ordered items containing known allergens.

Weather and Force Majeure

In cases of severe weather, natural disasters, or other force majeure events that prevent order fulfillment, full refunds will be provided. We'll notify you as soon as possible if your order is affected.

Promotional Orders and Discounts

Orders placed with promotional codes or discounts will be refunded at the actual amount paid, not the original price. Promotional codes are typically single-use and may not be reissued after a refund.