Campus Eats Logo

Refund Policy

Last Updated: 25 July, 2025

Thank you for choosing Campus Eats. We strive to provide a smooth and satisfactory food ordering experience. This Refund Policy outlines the conditions under which refunds may be issued, the process for requesting refunds, and important information about cancellations and dispute resolution.

1. Overview

Campus Eats is a platform connecting users with independent food vendors/outlets. While we facilitate orders, all food preparation, quality, and delivery services are the vendor's responsibility.

Refunds apply primarily to payment and service issues processed through our platform wallet or technical/system errors.

2. Wallet Top-Up Refunds

Wallet funds added via payment gateways are generally non-refundable, except in cases such as:

  • Payment failure (e.g., double charge)
  • Unauthorized or fraudulent transactions

Users must report wallet top-up issues within 7 days of the transaction.

Refund requests for wallet top-up problems will be reviewed and processed within 10 business days of verification.

3. Order Refunds and Cancellations

3.1 Order Acceptance by Vendor

  • Vendors/outlets must accept or reject an order within 5 minutes of receipt.
  • If the vendor does not respond within 5 minutes, the order will be automatically cancelled by Campus Eats, and the full amount will be refunded to the user's in-app wallet.
  • No platform or convenience fees will be deducted from this refund.

3.2 User-Initiated Cancellation

  • Users may cancel an order only before the vendor accepts the order.
  • Once an order is accepted and preparation begins, cancellations by users are generally not allowed.
  • Refunds for valid cancellations will be credited to the wallet minus any non-refundable fees where applicable.

3.3 Partial Order Acceptance or Modifications

If a vendor accepts an order but notifies the user of item unavailability or changes (e.g., out-of-stock items), the user has the option to:

  • Accept the partial or modified order with corresponding charge adjustments, or
  • Cancel the order entirely to receive a full refund.

Refunds or adjustments due to partial order acceptance will be processed promptly once confirmed.

3.4 Issues with Delivered or In-Process Orders

Complaints regarding delivered or in-progress orders (e.g., missing items, incorrect items, food quality concerns, delayed delivery) should be addressed directly with the vendor/outlet, as Campus Eats does not mediate food quality or vendor service complaints.

Refunds related to these issues are at the discretion of the vendor.

3.5 Scheduled Orders

The same acceptance, cancellation, and refund rules apply to scheduled (future) orders.

4. Refund Processing Timelines and Notifications

  • Refunds due to order cancellations (auto or manual) or vendor rejection are processed and credited to the user's wallet within 5 minutes.
  • Users will receive immediate notification through:
    • In-app alerts
    • Email
    • SMS

5. Refund Dispute Resolution Process

Step 1: Submitting a Dispute

If you disagree with a refund decision or have concerns, contact Campus Eats support within 48 hours of the affected transaction.

Provide:

  • Order or wallet transaction ID
  • Date and time of the transaction
  • Reason for dispute
  • Supporting evidence (screenshots, photos, communication, if applicable)

Step 2: Initial Review

Campus Eats support will acknowledge receipt of your dispute within 1 business day and may request additional info.

Step 3: Resolution Decision

A resolution will be provided within 5 business days after all info is received.

Possible outcomes:

  • Approval of full or partial refund credited to wallet
  • Explanation of denial based on policy
  • Alternative offers or compensation where applicable

Step 4: Escalation

If you are dissatisfied, request escalation within 3 business days of decision notice.

The escalation will be reviewed and responded to within 7 business days.

Step 5: Final Resolution

  • Campus Eats' decision after escalation is final and binding.
  • Unresolved disputes beyond this may be subject to arbitration per the Terms and Conditions.

6. Non-Refundable Situations

Campus Eats will not issue refunds for:

  • Personal dissatisfaction due to taste or preference
  • Minor delivery delays caused by vendors or third parties
  • User errors during order placement (wrong items, quantities)
  • Refund requests made after stipulated time frames (e.g., beyond 48 hours for dispute)
  • Orders cancelled or refused by users after vendor acceptance without valid cause
  • Platform or convenience fees except when errors or outages are involved

7. Platform Charges and Fees

  • Platform convenience fees are non-refundable except in cases where the platform is at fault.
  • Refunds generally only cover the wallet amount spent on the order.

8. Fraudulent or Unauthorized Transactions

  • Users must report suspected unauthorized or fraudulent transactions immediately.
  • Campus Eats will investigate and refund verified fraudulent transactions considering applicable policies.

9. Changes to This Refund Policy

  • Campus Eats may update or amend this Refund Policy at any time.
  • Significant changes will be communicated via email or in-app notifications.
  • Your continued use of Campus Eats after such changes implies acceptance.

10. How to Request a Refund

To request a refund, contact Campus Eats through any of the following: