Last Updated: 06 January 2026
Thank you for choosing Fudchef.
At Fudchef, we are committed to providing a reliable, transparent, and professionally managed digital commerce and delivery experience. This Returns, Cancellations & Refund Policy explains the circumstances under which an order may be cancelled, returned, replaced, credited, or refunded.
Because Fudchef connects customers with independent restaurants, merchants, retailers, event organizers, and other service providers, refund eligibility may vary depending on the nature of the product or service, the stage of fulfilment, and the circumstances giving rise to the request.
Nothing in this Policy limits any consumer right that cannot lawfully be excluded or restricted under applicable law.
Capitalized terms used in this Policy have the meanings set out below, whether used in the singular or plural.
“Fudchef,” “Company,” “We,” “Us,” or “Our” means, as applicable, the Fudchef Digital Ecosystem owned by Fudchef Group Incorporated, Trade No. ICC20230476, and managed by Fudchef Trading LLC, License No. 978132.
“Customer,” “You,” or “Your” means the individual, company, or other legal entity accessing or using Fudchef or purchasing products or services through Fudchef.
“Vendor” means a participating restaurant, grocery store, retailer, merchant, event organizer, ticket provider, or other independent seller or service provider offering products or services through Fudchef.
“Goods” means products, food, beverages, groceries, merchandise, or other items offered for sale through Fudchef.
“Order” means a request submitted by a Customer to purchase Goods or Services through Fudchef.
“Services” means the digital commerce, ordering, payment, ticketing, merchant, delivery, point-of-sale, and related services made available through the Fudchef Digital Ecosystem.
Submission of a cancellation, return, replacement, or refund request does not automatically establish entitlement to a refund.
All requests may be subject to reasonable review and verification by Fudchef and, where applicable, the relevant Vendor.
Refund eligibility will be determined based on factors including:
the reason for the request;
the type of product or service;
the stage of preparation or fulfilment;
delivery records;
Vendor records;
payment records;
photographs or videos supplied as evidence;
communications relating to the Order; and
any other reasonably relevant information.
Fudchef reserves the right to reject claims that are fraudulent, misleading, unsupported, duplicated, abusive, or inconsistent with this Policy, subject always to applicable law.
A Customer may request cancellation before an Order has been accepted, prepared, processed, dispatched, or otherwise materially committed for fulfilment.
Cancellation is not guaranteed merely because a request has been submitted.
For food, beverages, groceries, customized products, tickets, and other time-sensitive or perishable products and services, cancellation rights may become restricted once fulfilment has commenced.
Once a restaurant or Vendor has accepted an Order and commenced preparation, processing, or fulfilment, the Order may become non-refundable, except where otherwise required by applicable law or approved by Fudchef following investigation.
This is particularly applicable to freshly prepared food and other perishable products that cannot reasonably be resold.
Where an Order cannot be completed for reasons attributable to the Customer, the Customer may not be entitled to a refund for costs already reasonably incurred.
Such circumstances may include:
providing an incorrect or incomplete delivery address;
providing an incorrect or unavailable telephone number;
failure to provide necessary delivery information;
being unreachable after reasonable contact attempts;
being unavailable to receive the Order;
refusing delivery without a valid reason;
failing to provide access to the delivery location;
failing to collect a pickup Order; or
otherwise preventing reasonable fulfilment of the Order.
Where food, perishable Goods, customized products, delivery resources, or other non-recoverable costs have already been committed, Fudchef may deduct or retain the amount reasonably attributable to those costs, including up to the Order Value where legally permissible.
Fudchef or the relevant Vendor may cancel an Order for reasons including:
product unavailability;
Vendor inability to fulfil the Order;
technical or system errors;
payment failure;
suspected fraud;
incorrect pricing caused by an obvious technical error;
delivery limitations;
safety or regulatory concerns; or
circumstances beyond reasonable operational control.
Where cancellation occurs for reasons attributable to Fudchef or the Vendor and the Customer has already paid, the Customer may be eligible for a refund of the applicable amount.
Any refund will be determined after reasonable verification of the circumstances and in accordance with applicable law.
Where only part of an Order is affected, Fudchef may provide an appropriate partial refund, replacement, wallet credit, or other reasonable resolution rather than refunding the entire Order.
Unless Fudchef is expressly identified as the seller or producer of a particular item, participating restaurants and Vendors remain responsible for matters within their control, including:
food preparation;
ingredients;
recipes;
portion sizes;
product quality;
food packaging and sealing;
menu information supplied by the Vendor;
preparation accuracy;
product condition before handover; and
other Vendor-controlled aspects of the Order.
Fudchef primarily facilitates the digital ordering process and, where applicable, payment and delivery services.
Fudchef may nevertheless assist Customers in investigating legitimate complaints and facilitating an appropriate resolution with the relevant Vendor.
Complaints concerning matters such as:
incorrect items;
missing items;
food spillage;
damaged packaging;
foreign objects;
materially poor product quality;
incorrect food or beverages; or
Goods materially different from those ordered
should be reported to Fudchef Customer Care as soon as reasonably possible and preferably within one (1) hour of delivery for perishable food and beverage Orders.
Prompt reporting is important because the condition of perishable products may change after delivery.
Fudchef may reasonably require supporting evidence before providing a refund, replacement, credit, or other resolution.
Evidence may include:
clear photographs;
video recordings;
original packaging;
labels;
receipts;
order numbers;
product images; or
other information reasonably required to investigate the claim.
Customers should retain the affected item and packaging where reasonably possible until the complaint has been reviewed.
Where the Customer disposes of the item, alters it, consumes it substantially, or fails to provide reasonably requested evidence, Fudchef may be unable to verify the complaint and may decline the requested resolution, subject to applicable law.
Restaurants and Vendors may attempt to accommodate special instructions submitted with an Order on a best-efforts basis.
Unless expressly confirmed as part of the accepted Order, special requests or preparation preferences are not guaranteed.
Failure to satisfy a preference or instruction that was not expressly accepted does not automatically entitle the Customer to a refund.
This does not affect claims involving incorrect products, safety concerns, allergens where legally applicable, or other mandatory consumer rights.
Where a complaint concerns matters within a Vendor's control—such as food preparation, product quality, missing contents, portions, packaging, or preparation accuracy—Fudchef may consult the relevant Vendor before determining an appropriate resolution.
A Vendor's assessment may form part of Fudchef's investigation but will not prevent Fudchef from taking any action required under applicable law.
Depending on the circumstances, the resolution may include:
replacement;
partial refund;
full refund;
Fudchef Wallet credit;
promotional credit; or
another appropriate remedy.
Complaints or refund requests concerning Dine-In Orders should be raised promptly.
Except where otherwise required by applicable law, requests submitted more than six (6) hours after placement of the Dine-In Order may be declined where the delay prevents reasonable verification of the complaint.
Tickets and event-related purchases are subject to the applicable event conditions in addition to this Policy.
Unless otherwise stated for a particular event, an approved ticket refund may be subject to an administrative/cancellation charge of up to 20% of the original ticket value, where legally permissible.
Approved ticket refunds will ordinarily be initiated after the relevant cancellation or event status has been verified and may be processed within approximately seven (7) working days from the scheduled event date, depending on the circumstances.
Where an event organizer establishes separate cancellation or refund conditions, those conditions may also apply and will be displayed or communicated where appropriate.
Booking, processing, service, or other fees already incurred may be non-refundable where permitted by law.
Orders specifically placed for Customer Pickup are prepared on the understanding that the Customer will collect the Order from the designated Vendor location.
Once prepared, a Pickup Order will generally be non-refundable merely because the Customer failed to collect it.
Where available, the Customer may contact Fudchef Customer Care and request conversion of the Pickup Order to delivery.
Any additional delivery fee must be paid before dispatch, and delivery remains subject to service availability and operational coverage.
For eligible non-perishable Goods, a return may be considered where:
the incorrect product was delivered;
the product was materially different from its description;
the product was received damaged or defective; or
a return right otherwise exists under applicable law.
Returned Goods should ordinarily be unused and maintained in substantially the same condition in which they were received, together with applicable packaging and accessories.
Subject to applicable law, returns may be unavailable for:
prepared food and beverages;
perishable Goods;
consumable products;
customized or personalized products;
opened hygiene products;
certain personal-care products;
products damaged after delivery;
products with removed or altered serial numbers;
digital products or consumed digital services;
tickets after the applicable cancellation period; and
other Goods that cannot reasonably be resold because of their nature or condition.
Unless the return results from an error attributable to Fudchef or the relevant Vendor, the Customer may be responsible for return shipping costs where permitted by law.
Customers returning physical Goods should use a secure and trackable delivery method.
Fudchef cannot accept responsibility for returned Goods that are lost or damaged before being received at the designated return location, except where the return transport was arranged and controlled directly by Fudchef.
A refund may be withheld until the returned Goods are received or satisfactory evidence of return is provided, where legally permissible.
Approved refunds will ordinarily be processed using the same payment method used for the original transaction, unless another method is agreed, technically necessary, or permitted by law.
Where a refund is issued as Fudchef Wallet credit with the Customer's agreement or pursuant to applicable promotional conditions, the amount will be credited to the relevant Fudchef account.
Promotional funds, goodwill credits, cashback, reward points, complimentary wallet credits, referral rewards, and similar benefits provided without an equivalent cash payment are generally not redeemable or withdrawable as cash, except where expressly stated or legally required.
Once an approved refund has been initiated by Fudchef, card and other external payment refunds will generally be processed within approximately five (5) to ten (10) working days.
The time at which the funds become visible in the Customer's account may depend on:
the issuing bank;
card network;
payment gateway;
mobile-money provider; or
other financial institution involved.
Fudchef will not be responsible for additional processing delays caused solely by an independent bank or payment provider after Fudchef has successfully submitted the refund, except where otherwise required by law.
A complaint affecting one item does not automatically entitle the Customer to a refund of the entire Order.
Where only part of an Order is missing, damaged, incorrect, or otherwise eligible for a refund, Fudchef may refund or credit only the value reasonably attributable to the affected item.
Delivery fees, service fees, processing charges, and other amounts already properly incurred may remain non-refundable where permitted by applicable law.
Fudchef reserves the right to investigate refund activity to protect Customers, Vendors, payment providers, and the integrity of the Fudchef Digital Ecosystem.
Fudchef may reject, restrict, or investigate claims reasonably suspected to involve:
fabricated complaints;
manipulated photographs or evidence;
repeated claims concerning products already consumed;
duplicate refund requests;
fraudulent chargebacks;
promotion abuse;
deliberate misuse of the refund process; or
other fraudulent or abusive conduct.
Where reasonably justified and legally permitted, Fudchef may restrict or suspend accounts associated with confirmed fraudulent or abusive refund activity.
Devices supplied or sold to Vendors for order processing, payments, invoicing, point-of-sale operations, or other Fudchef-related services are governed by the applicable Vendor agreement.
Devices purchased and paid for by a Vendor are non-refundable, except where otherwise expressly agreed in writing or required by applicable law.
Equipment that remains the property of Fudchef must be maintained appropriately and returned in accordance with the applicable Vendor agreement.
Where eligible Goods were purchased and expressly designated as a gift, an approved return may be refunded through gift credit, wallet credit, or another method determined according to the original transaction and applicable law.
Where the original purchaser paid for the Goods and no separate gift-refund arrangement applies, the refund may be returned to the original payment method used by the purchaser.
Subject to applicable law, Fudchef may determine the most appropriate resolution following reasonable investigation of a complaint.
Depending on the circumstances, this may include:
replacement, redelivery, partial refund, full refund, Fudchef Wallet credit, promotional credit, correction of the Order, or another reasonable remedy.
Fudchef is not required to provide multiple forms of compensation for the same issue unless required by law.
Acceptance of an agreed resolution may constitute settlement of the specific complaint to the extent permitted by applicable law.
Fudchef's refund and customer-care procedures are designed to resolve genuine customer concerns fairly.
They must not be used as a means to obtain products, services, credits, refunds, or other benefits through deception or repeated abuse.
Where Fudchef reasonably identifies serious or repeated misuse, it may take proportionate measures including:
additional verification;
restriction of certain payment methods;
restriction of promotional eligibility;
temporary account suspension; or
termination of access in serious cases,
subject to applicable law and Fudchef's other terms and policies.
Fudchef may update this Returns, Cancellations & Refund Policy periodically to reflect changes in its services, operational procedures, payment methods, regulatory requirements, or business practices.
The current version will be made available through the Fudchef Digital Ecosystem.
Material changes will take effect in accordance with applicable legal requirements.
For questions, refund requests, or concerns relating to an Order, Customers should contact Fudchef through the official customer-care channels available within the Application.
Refund & Customer Care Email: refunds@fudchef.com
Customers should provide their Order Number and sufficient information concerning the transaction to enable Fudchef to investigate the request efficiently.
Fudchef is committed to treating genuine customer concerns professionally and fairly while protecting its Vendors, delivery operations, payment infrastructure, and Digital Ecosystem against fraudulent, unreasonable, or abusive claims.
Every refund or return request may therefore be assessed on its individual circumstances, supported by the available transaction and fulfilment records, and resolved in accordance with this Policy and applicable law.
FUDCHEF
One Ecosystem. Multiple Markets. Seamless Commerce.
