Refund Policy

1. Our Commitment

At Nidep, customer satisfaction is our top priority. We offer a comprehensive refund policy to ensure you're completely happy with every order. If something isn't right, we'll make it right.

2. 100% Satisfaction Guarantee

We stand behind every order with our 100% satisfaction guarantee. If you're not completely satisfied with your food delivery experience, we'll provide a full refund or replacement meal.

3. Eligible Refund Situations

You're eligible for a full or partial refund in the following situations:

• Food arrived cold or spoiled
• Incorrect order received
• Missing items from your order
• Delivery took longer than 45 minutes without notification
• Food quality doesn't meet standards
• Delivery never arrived
• Order cancelled by restaurant after payment
• Food safety concerns

4. Order Cancellation Refunds

4.1 Customer-Initiated Cancellations

• Within 2 minutes of ordering: Full refund, no questions asked
• 2-10 minutes after ordering: Full refund if restaurant hasn't started preparation
• After 10 minutes: Refund subject to restaurant approval
• Food already prepared: No refund, but we'll try to accommodate special circumstances

4.2 Restaurant-Initiated Cancellations

If a restaurant cancels your order after accepting it, you'll receive a full refund plus a $5 credit for the inconvenience.

5. Refund Process

5.1 How to Request a Refund

1. Contact our customer service within 2 hours of delivery
2. Provide your order number and describe the issue
3. Our team will review your request immediately
4. Refund or replacement will be processed within 24 hours

5.2 Contact Methods

• Phone: +1 819-766-7028
• Email: [email protected]
• In-app support chat
• Online contact form

6. Refund Timeline

We process refunds as quickly as possible:

• Nidep Credits: Instant (credited to your account immediately)
• Credit Card Refunds: 3-5 business days
• Debit Card Refunds: 3-7 business days
• PayPal Refunds: 1-3 business days
• Digital Wallet Refunds: 1-2 business days

7. Partial Refunds

In some cases, we may offer partial refunds when appropriate:

• Some items missing from a large order
• Minor temperature or quality issues
• Delayed delivery within acceptable range
• Customization errors that don't affect the main order

8. Express Lunch Plan Refunds

For our Express Lunch Plan subscribers:

• Cancel anytime with 24 hours notice
• Unused days will be refunded on a prorated basis
• Individual meal refunds follow standard policy
• First week satisfaction guarantee - full refund if not satisfied

9. Gift Card and Credit Refunds

Nidep credits and gift cards:

• Gift cards are non-refundable unless required by law
• Promotional credits cannot be refunded for cash
• Account credits from refunds expire after 12 months
• Unused credits can be transferred to another account upon request

10. Abuse Prevention

To maintain fair service for all customers:

• Excessive refund requests may trigger account review
• False claims may result in account suspension
• We reserve the right to request photo evidence for certain claims
• Repeated abuse may result in permanent account closure

11. Special Circumstances

11.1 Weather and Natural Events

During severe weather or natural events affecting delivery:

• Extended delivery times may not qualify for refunds
• We'll provide updates and options to cancel
• Safety of our drivers is the top priority

11.2 Restaurant Closures

If a restaurant closes unexpectedly after accepting your order, you'll receive a full refund plus compensation for the inconvenience.

12. Dispute Resolution

If you're not satisfied with our refund decision:

1. Request to speak with a supervisor
2. Escalate to our customer experience team
3. We'll review all documentation and provide a final decision
4. All decisions aim to be fair and reasonable

13. Contact Information

For refund requests or questions about this policy:

14. Policy Updates

This refund policy may be updated periodically. Changes will be posted on this page with an updated date. Continued use of our service indicates acceptance of any changes.