Refund and Return Policy for Midtown Diners
Effective Date: 5 Jan 2025
Thank you for choosing Midtown Diners! We want to ensure that you enjoy your meal with us. However, if there is a problem with your order, we have outlined our Refund and Return Policy below to make sure your experience with us is as pleasant as possible.
1. Refund and Return Conditions
We strive to provide our customers with the best dining experience, but we understand that mistakes can happen. Our refund and return policy applies in the following situations:
- Incorrect Orders: If you receive the wrong order (e.g., the wrong food items), we will gladly process a refund or replacement.
- Incorrect Preparation: If the food is not prepared to your specifications (e.g., incorrect toppings, overcooked, or undercooked items), we will process a refund or replacement.
Please note that we do not accept returns for physical items such as packaging, non-food products, or other goods not directly related to food orders.
2. Refund and Return Timeframe
To ensure a smooth and efficient process for refunds and returns, please follow these guidelines:
- Timeframe for Requests: Refund and return requests must be made within 30 minutes of receiving your order. After 30 minutes, we will not be able to process a refund or return.
- Refund Processing Time: We aim to process your refund within 3-5 business days (Monday to Friday). Once the refund is approved, the amount will be credited to your original payment method, or we can issue it in cash if that’s more convenient.
3. Refund Methods
We understand that flexibility is important when it comes to refunds. Therefore, we offer the following options for processing refunds:
- Original Payment Method: If you paid for your meal through an online payment method (e.g., credit card, mobile wallet, etc.), the refund will be credited back to the original payment method.
- Cash Refund: If you paid by cash, we will issue a refund directly in cash.
- Partial Refunds: In certain cases, where the issue is less severe (e.g., incorrect toppings but not an entirely wrong order), a partial refund may be offered. The partial refund will be determined based on the severity of the issue, but we will always aim for a fair and transparent resolution.
4. Refund Exceptions
While we are committed to customer satisfaction, there are some exceptions where refunds or returns cannot be processed:
- Change of Mind: We cannot accept refunds or returns if you simply change your mind about your order after it has been delivered.
- Orders Placed More Than 30 Minutes Ago: Refund and return requests are only valid within 30 minutes after the food is delivered or picked up. After this time, we will be unable to offer any refunds or returns.
- Food Left Unattended or Tampered With: We cannot process refunds if the food has been tampered with or left unattended for a long period.
- Customized Orders: If the food was customized to your preferences (e.g., specific toppings, doneness level), refunds may not be available unless there is a clear mistake on our part.
5. Shipping or Delivery Issues
We take great care in preparing and delivering your food. However, if you experience issues with the delivery process (such as food arriving cold or delayed), please reach out to us as soon as possible.
- Late Deliveries: If your food arrives after the expected delivery time (and this delay is our fault), we will offer a partial refund or a replacement meal.
- Food Quality Issues: If the food is delivered in a damaged state or not up to the expected quality (e.g., soggy, cold), please contact us immediately.
- Responsibility for Delivery Fees: If a refund is granted due to food quality or incorrect orders, the delivery fee will also be refunded. However, if the issue is unrelated to the order (such as an external issue like traffic or bad weather), we may not be able to refund the delivery charge.
6. How to Contact Us for Refunds or Returns
If you believe there has been an issue with your order and would like to request a refund or return, please contact us using the following methods:
- Email: Send an email to us at hello@midtowndiners.com with details of your issue.
- Phone: Call us at +923408558717 within 30 minutes of receiving your order to ensure we can resolve your issue in a timely manner.
- Provide Evidence: If you are unhappy with the quality of your food, please include a photo of the issue in your email or message. This will help us to assess the problem and determine the best course of action.
7. Proof of Issue (Photo Requirement)
If you are dissatisfied with your order for any reason, we kindly ask that you provide a photo of the issue. This helps us to assess the problem and offer you the best solution. Whether it’s incorrect preparation, wrong ingredients, or any other issue, your photo will speed up the refund process.
8. Legal Requirements and Compliance
As a food business operating in Multan, Pakistan, we are committed to complying with all applicable consumer protection laws. However, please note that:
- Refunds for Perishable Items: Since our food is perishable, our refund policy is subject to standard industry practices and local laws regarding food safety and consumer rights.
- Local Regulations: We adhere to the guidelines set forth by Pakistani consumer protection laws and industry best practices for food businesses.
We encourage customers to review the law regarding their rights when ordering food in Pakistan, as some consumer protection rules may differ from those in other regions.
Conclusion
At Midtown Diners, we are dedicated to providing excellent customer service and ensuring that your dining experience is satisfying. While we hope every order goes smoothly, we understand that sometimes things don’t go as planned. We are committed to resolving issues swiftly and fairly. If you have any questions or concerns, please don’t hesitate to reach out.
Contact Information:
Midtown Diners
54 – B, Gulgasht Colony, Multan, 60700, Pakistan
Email: hello@midtowndiners.com
Phone: +923408558717