Refund Policy

At Gobi Fresh, we strive to provide high-quality food and catering services that meet your expectations. However, we understand that situations may arise where a refund is necessary. Our refund policy is designed to offer transparency and clarity regarding when and how refunds are processed.

1. Eligibility for Refund

You are eligible for a refund under the following circumstances:

• Incorrect Order: If the food delivered is different from what was ordered, you are entitled to a refund or replacement.
• Food Safety Issues: If there is a concern regarding the quality, freshness, or safety of the food, please contact us immediately. We will investigate and offer a refund if the issue is verified.
• Late Deliveries: If your order is not delivered within the expected time frame (unless due to uncontrollable circumstances like weather), you may be eligible for a partial or full refund.
• Damaged or Spoiled Food: If your food arrives damaged or spoiled, please contact us with photos and details within 24 hours to qualify for a refund.

Note: Custom orders, including special event catering and personalized menu items, may not be eligible for a refund unless the issue falls under the above categories.

2. Refund Process

To initiate a refund, please follow these steps:

1. Contact Us: Reach out to our customer service team at info@gobifresh.com within 48 hours of receiving your order.
2. Provide Order Details: Include your order number, a brief description of the issue, and any supporting evidence (such as photos) that may help us resolve the situation quickly.
3. Refund Approval: Once we review the request and confirm the issue, we will process your refund. Refunds will typically be issued to the original payment method within 7-10 business days.

Note: For vendor-related issues, please contact the specific vendor directly. Gobi Fresh acts as an intermediary and will assist in resolving any disputes.

3. Non-Refundable Items

• Custom and Personalized Orders: Orders tailored specifically for events or with personalized requests may not be refunded unless there is a serious quality concern.
• Catering Services: Pre-booked catering services for events are non-refundable if canceled less than 48 hours before the scheduled date. Cancellations made prior to 48 hours may be eligible for a partial refund.

4. Processing Time

Refunds will be processed as quickly as possible, typically within 7-10 business days. The refund will be issued to the payment method used during the original transaction. If you paid by credit card, it may take additional time for the refund to appear on your statement, depending on your bank’s policies.

5. Vendor Responsibility

Vendors on the Gobi Fresh platform are responsible for the quality and fulfillment of their products. If you experience issues with a vendor’s food or service, please contact them directly for resolution. Gobi Fresh will assist in mediating the issue if needed, but the vendor remains ultimately responsible for fulfilling orders and ensuring customer satisfaction.

6. Cancellation Policy

• Order Cancellations: You may cancel your order within 30 minutes of placing it. After this time, we cannot guarantee that the cancellation will be processed.
• Catering and Event Bookings: If you need to cancel a catering service, please do so 48 hours prior to the event to receive a refund. Cancellations within 48 hours will not be refunded.