**REFUND POLICY – Vite7Delivery**
**Last updated: March 26, 2025**
This Refund Policy outlines the guidelines and procedures for requesting and receiving refunds for orders placed through the Vite7Delivery app.
**1. GENERAL REFUNDS CONDITIONS**
Vite7Delivery strives to ensure the satisfaction of its users. However, since we act as an intermediary between users and restaurants, refund policies may vary. Generally, you may be eligible for a full or partial refund in the following situations:
* **Order Cancelled:** If you cancel an order before it is accepted by the restaurant, you will receive a full refund. If the order is canceled after acceptance, the refund may be subject to fees or restrictions as defined by the restaurant. * **Undelivered Order:** If your order is not delivered for any reason (e.g. delivery driver issue, restaurant closed), you will receive a full refund.
* **Incorrect Order:** If you receive an incorrect order (e.g. wrong item, missing item), you may be entitled to a partial or full refund, depending on the situation and restaurant policy.
* **Unsatisfactory Quality:** If the quality of your order is significantly below what you expected (e.g. cold, spoiled, damaged food), you may be entitled to a partial or full refund. It is important to provide evidence (e.g. photos) to support your request.
* **Excessive Delay:** If your order is significantly delayed beyond the estimated delivery time, you may be entitled to a partial refund or a credit for future use, at the discretion of Vite7Delivery or the restaurant.
**2. HOW TO REQUEST A REFUND**
To request a refund, please follow these steps:
1. **Contact Us:** Contact Vite7Delivery support as soon as possible, preferably within 24 hours, after receiving your order. You can contact us through the app (Help/Support section) or by email: support@vite7.com
2. **Provide Details:** Provide your order number, a detailed description of the issue, and, if possible, evidence (e.g. photos).
3. **Feedback:** Vite7Delivery will review your request and may contact the restaurant for additional information.
4. **Resolution:** Vite7Delivery will inform you of the refund decision (full, partial, or denial) and the processing time.
**3. REFUND METHODS**
Approved refunds will be processed as follows:
* **In-App Credit:** In some cases, the refund may be credited to your Vite7Delivery account for use on future orders.
* **Credit/Debit Card Refund:** If you paid with a credit or debit card, the refund will be refunded to the same card. The time it takes for the refund to appear on your statement may vary depending on your card provider.
* **Other Methods:** In specific cases, the refund may be made by other methods, such as bank transfer or digital wallets.
**4. EXCEPTIONS**
Vite7Delivery reserves the right to refuse refund requests in cases of:
* **Policy Abuse:** Frequent or fraudulent refund requests.
* **User Fault:** Problems caused by incorrect information provided by the user (e.g. wrong shipping address).
* **Partial Consumption:** If the order was partially consumed, the refund may be prorated.
* **Promotional Items:** Promotional or free items may not be eligible for refund.
* **Force Majeure:** Events beyond the control of Vite7Delivery or the restaurant (e.g. natural disasters, strikes).
**5. CHANGES TO THE REFUND POLICY**
Vite7Delivery may modify this Refund Policy at any time. We will post the latest version of the Policy on the app and indicate the date of the last update.
**6. CONTACT**
If you have any questions about this Refund Policy, please contact us at:
* **Email:** support@vite7.com
* **Phone:** +49 17630390490
