Refund Policy

1. Eligibility for Refunds

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

Full Refund Scenarios

• Order was never delivered
• Restaurant cancelled the order after payment
• Significantly delayed order (over 2 hours past estimated time)
• Completely wrong order delivered
• Food quality issues making the meal inedible (e.g., spoiled, contaminated)
• Duplicate charges for the same order
• Order cancelled by you within 5 minutes of placement

Partial Refund Scenarios

• Missing items from your order
• Incorrect items (some items correct, some wrong)
• Food arrived cold or not as described
• Packaging issues causing spillage
• Minor quality concerns affecting part of the order

No Refund Scenarios

• Change of mind after order preparation has started
• Cancellation after 5 minutes (subject to restaurant policy)
• Customer unavailable for delivery
• Incorrect address provided by customer
• Minor delays within reasonable timeframes
• Subjective taste preferences
• Order completed as requested but you no longer want it

2. Refund Request Timeframe

• Refund requests must be submitted within 24 hours of order delivery or scheduled delivery time
• For undelivered orders, contact us within 2 hours of estimated delivery time
• Late requests may not be eligible for refunds
• Provide photographic evidence when possible (for quality issues)

3. How to Request a Refund

Follow these steps to request a refund:

Step 1: Contact Customer Support

• Email: mudhaplum@gmail.com
• Phone: +263 XX XXX XXXX
• WhatsApp: +263 XX XXX XXXX
• In-app support chat (if logged in)

Step 2: Provide Required Information

• Order number
• Date and time of order
• Restaurant name
• Detailed description of the issue
• Photos of the problem (for quality issues)
• Your registered phone number or email

Step 3: Review Process

• Our team will review your request within 24-48 hours
• We may contact the restaurant for verification
• Additional information may be requested
• You'll receive a decision via email or WhatsApp

Step 4: Refund Processing

• Approved refunds are processed within 3-7 business days
• Refunds are issued to the original payment method
• You'll receive confirmation once the refund is initiated

4. Refund Methods

Refunds are issued based on your original payment method:

EcoCash / OneMoney

• Refund credited directly to your mobile money account
• Processing time: 1-3 business days
• You'll receive a transaction notification

Innbucks

• Refund credited to your Innbucks wallet
• Processing time: 1-2 business days

Cash on Delivery

• For undelivered orders: No payment = no refund needed
• For quality issues after delivery: Mobile money transfer or MudhaPlum credit
• Processing time: 3-5 business days

MudhaPlum Wallet Credit (Alternative)

• Instant credit to your MudhaPlum account
• Can be used for future orders
• Often includes bonus credit (e.g., 10% extra)
• Never expires

5. Refund Amounts

Full Refund Includes

• Total food cost
• Delivery fee (if applicable)
• Service charges
• Any promotional discounts are reversed

Partial Refund Calculation

• Based on the value of affected items
• Pro-rated delivery fee if significant portion is affected
• Goodwill credit may be added for inconvenience

Not Refundable

• Transaction fees (charged by payment providers)
• Promotional codes or vouchers (returned to account if order is fully refunded)

6. Order Cancellations

Customer-Initiated Cancellations

• Within 5 minutes: Full refund, no questions asked
• 5-15 minutes: Subject to restaurant approval; may incur charges if preparation started
• After 15 minutes: Unlikely to be approved; full charges may apply
• After dispatch: Cannot be cancelled; quality issues handled as refund request

Restaurant-Initiated Cancellations

• Full refund guaranteed
• Processed within 1-3 business days
• Compensation credit may be offered (10-20% of order value)

System/Technical Cancellations

• Payment failures: No charge, order not placed
• Duplicate orders: Extra orders refunded immediately
• System errors: Full refund plus compensation credit

7. Evidence Requirements

For faster processing, provide clear evidence:

Quality Issues

• Photos of the food showing the problem
• Photos of packaging if damaged
• Close-up images of contamination or foreign objects
• Photos should show the full item and the issue clearly

Missing/Wrong Items

• Photo of all items received
• Photo of receipt/order slip if included
• Screenshot of your order confirmation

Delivery Issues

• Screenshots of tracking information
• Communication with delivery partner
• Photos of damaged packaging

8. Refund Abuse Policy

To maintain fairness for all users, we monitor refund requests. The following actions may result in account suspension or termination:

• Excessive refund requests (multiple per week)
• False claims or fraudulent requests
• Eating substantial portions before claiming quality issues
• Providing fake or misleading evidence
• Creating multiple accounts to abuse refund policy
• Threatening negative reviews to obtain refunds

We reserve the right to:

• Deny refund requests from accounts with suspicious patterns
• Require additional verification for high-value refunds
• Restrict refund eligibility after multiple claims
• Report fraudulent activity to authorities

9. Goodwill Gestures

Even when a formal refund isn't warranted, we may offer:

• Discount codes for future orders
• Free delivery vouchers
• Loyalty points or credits
• Complimentary items on next order

These gestures are discretionary and don't imply liability or future obligation.

10. Dispute Resolution

If you disagree with a refund decision:

• Request a review by a senior support manager
• Provide additional evidence if available
• We'll conduct a thorough second review
• Final decisions are made within 5 business days

For unresolved disputes:

• Contact our complaints department: mudhaplum@gmail.com
• Escalate to management if necessary
• As a last resort, seek mediation through consumer protection authorities

11. Consumer Rights

This policy complies with Zimbabwe consumer protection laws. Your statutory rights are not affected by this policy. If local laws provide greater protection, those laws prevail.

12. Tips to Avoid Issues

• Double-check your order before confirming
• Ensure delivery address is accurate and complete
• Be available during estimated delivery window
• Inspect orders immediately upon delivery
• Contact support promptly if issues arise
• Keep order confirmation details handy
• Read restaurant reviews and ratings before ordering

13. Contact Support

Need help with a refund or have questions? We're here 24/7:

Average response time: 2-4 hours

14. Policy Updates

We may update this Refund Policy to reflect changes in our practices or legal requirements. Significant changes will be communicated via email or platform notifications. Your continued use of our services indicates acceptance of updated terms.