Cancellation & Refund Policy

Last updated: January 2025

At Vendmat, we strive to provide the best possible experience for our customers. This policy outlines our terms for order cancellations and refunds.

1. Order Cancellation

Pre-Order Cancellations

• Cancellation Window: Pre-orders can be cancelled up to 2 hours before the scheduled meal delivery time.
• How to Cancel: Use the Vendmat app to cancel your order or contact our customer support at support@vendmat.com.
• Automatic Refund: Orders cancelled within the allowed timeframe will receive an automatic full refund within 3-5 business days.

Walk-up Order Cancellations

• Before Dispensing: Orders can be cancelled before the food is dispensed from the machine.
• After Dispensing: Once food is dispensed, orders cannot be cancelled due to food safety regulations.

2. Refund Policy

Eligible Refund Scenarios

• Order cancelled within the allowed timeframe
• Technical malfunction preventing food dispensing
• Food quality issues (spoiled, incorrect temperature, etc.)
• Incorrect order dispensed
• Machine unavailability during scheduled pickup time

Refund Process

• Refund Timeline: Approved refunds are processed within 3-5 business days
• Refund Method: Refunds are credited back to the original payment method used
• Notification: You will receive a confirmation notification once the refund is processed

3. Non-Refundable Scenarios

• Orders cancelled after the 2-hour cutoff time
• Food successfully dispensed and collected by the customer
• Customer no-show during the available pickup window (3.5 hours)
• Personal preference or change of mind after food dispensing

4. How to Request a Refund

Through the App

1. Open the Vendmat app
2. Go to "Order History"
3. Select the relevant order
4. Choose "Request Refund" and provide reason
5. Submit your request

Customer Support

• Email: support@vendmat.com
• Response Time: Within 24 hours
• Support Hours: Monday to Friday, 9 AM to 9 PM
• Required Information: Order ID, timestamp, and reason for refund request

5. Dispute Resolution

If you're not satisfied with the refund decision, you can escalate your concern to our Grievance Officer:

• Name: Aayush Sharma
• Email: support@vendmat.com
• Response Time: Within 48 hours
• Working Hours: Monday to Friday, 9 AM to 6 PM

6. Policy Updates

Vendmat reserves the right to modify this cancellation and refund policy at any time. Changes will be updated on this page and customers will be notified through the app. Continued use of our services constitutes acceptance of any policy changes.