Refund Policy
Last Updated: November 13, 2023
At GoGoEat Pizza Delivery, we are committed to ensuring your satisfaction with our products and services. This Refund Policy outlines the conditions under which we provide refunds, replacements, or credits for orders placed through our website, mobile applications, or by phone.
By placing an order with GoGoEat Pizza Delivery, you agree to the terms of this Refund Policy.
Table of Contents
- General Conditions
- Valid Reasons for Refunds
- Refund Process
- Replacement Orders
- Delivery Issues
- Refunds to Different Payment Methods
- Promotional Items and Discounts
- Non-Refundable Items
- Timeframe for Refunds
- Changes to Refund Policy
- Contact Us
1. General Conditions
1.1 Timeframe for Requests
To be eligible for a refund, replacement, or credit, you must notify us of your concern:
- For issues with food quality or incorrect orders: within 1 hour of the delivery time or pickup time
- For non-delivery: within 2 hours of the estimated delivery time
- For billing errors: within 7 days of the transaction date
1.2 Required Information
When requesting a refund, replacement, or credit, please provide:
- Your name and contact information
- Order number or receipt
- Date and time of order
- Description of the issue
- Photos of the issue, if applicable (for food quality or incorrect order issues)
1.3 Contact Methods
You can request a refund, replacement, or credit through the following channels:
- Phone: +256992657680
- Email: support@gogoeat.com.au
- Online: Through our website's "Contact Us" form
- Mobile App: Using the "Order Help" feature in our mobile application
- In Person: At the store location where you placed or picked up your order
2. Valid Reasons for Refunds
We may issue refunds, replacements, or credits in the following situations:
2.1 Food Quality Issues
- Food arrives cold or not at an appropriate temperature
- Food is undercooked or overcooked
- Presence of foreign objects in food
- Food spoilage or contamination
- Product does not meet reasonable expectations of quality
2.2 Order Errors
- Missing items from your order
- Incorrect items delivered
- Wrong toppings or ingredients used
- Allergen or dietary requirement not honored as specified in the order
2.3 Delivery Issues
- Order not delivered
- Excessive delay in delivery (more than 30 minutes beyond the estimated delivery time without notification)
- Physical damage to order during delivery
2.4 Technical or Billing Issues
- Duplicate charges for the same order
- Incorrect amount charged
- Technical failure resulting in an incomplete order
- Promotional discounts or offers not applied correctly
3. Refund Process
3.1 Assessment
Upon receiving your refund request, we will:
- Review the details of your order
- Evaluate the nature of your concern
- Verify the information provided
- Contact you for additional information if necessary
3.2 Resolution Options
Based on our assessment, we may offer one or more of the following solutions:
- Full Refund: A complete refund of the order amount, including delivery fees if applicable
- Partial Refund: A refund for specific items that did not meet our standards
- Replacement: A new order to replace the unsatisfactory items
- Store Credit: A credit to your account for use on future orders
- Discount Voucher: A percentage or dollar amount discount for a future order
3.3 Approval Process
The refund approval process typically includes:
- Confirmation of the issue through customer service
- Documentation of the complaint
- Review by a manager if the refund exceeds $20
- Final decision and processing
Example Scenario:
You ordered a Pepperoni Supreme pizza and Garlic Bread. The pizza arrived with incorrect toppings, but the Garlic Bread was as ordered. In this case, we would typically offer a refund or replacement for the pizza only, not the entire order.
4. Replacement Orders
4.1 Eligibility
Replacement orders are generally offered when:
- The original order had quality issues
- The wrong items were delivered
- Items were missing from the order
4.2 Delivery of Replacements
For replacement orders:
- We prioritize delivery of replacement orders
- No delivery fee will be charged for the replacement
- The estimated delivery time will be provided when the replacement is confirmed
4.3 Original Order
In most cases of replacements:
- You are not required to return the original unsatisfactory items
- We may ask for photos of the issue for quality control purposes
5. Delivery Issues
5.1 Late Deliveries
Our delivery guarantee states that if your order arrives more than 30 minutes after the estimated delivery time (as confirmed in your order confirmation), you may be eligible for:
- A full refund of the delivery fee
- A discount voucher for your next order
- In cases of excessive delay (over 60 minutes), a partial or full refund may be considered
Please note that delivery guarantees do not apply during severe weather conditions, major public events, or other circumstances beyond our reasonable control.
5.2 Non-Delivery
If your order was never delivered:
- We will verify the delivery attempt with our driver
- If we confirm no delivery was made, a full refund will be processed
- If the driver attempted delivery but could not access the delivery location or contact you, our standard delivery policy applies (see our Terms and Conditions)
5.3 Incorrect Delivery Address
If an incorrect delivery address was provided:
- If the error was on our part, we will redeliver to the correct address at no additional charge
- If the error was on your part, redelivery may incur an additional delivery fee, and refunds may not be available
6. Refunds to Different Payment Methods
Refunds will be processed to the original payment method used for the order, with the following guidelines:
| Payment Method |
Refund Method |
Typical Processing Time |
| Credit/Debit Card |
Credit to the same card |
3-7 business days |
| PayPal |
PayPal account credit |
1-3 business days |
| Cash |
Store credit or bank transfer |
Immediate for store credit; 5-10 business days for bank transfer |
| Gift Card |
Gift card balance restored |
1-2 business days |
In some cases, we may offer store credit instead of a refund to the original payment method, particularly for:
- Cash payments where an immediate refund is not possible
- Situations where the original payment method is no longer available
- When requested by the customer
7.1 Free Items
For promotional or complimentary items:
- Free items included with qualifying purchases are not eligible for cash refunds
- If a free item is unsatisfactory, we may replace it or offer a small credit toward a future purchase
7.2 Discount Codes and Vouchers
For orders placed using promotional codes or vouchers:
- Refunds will be calculated based on the actual amount paid after discounts
- One-time use discount codes that have been applied to refunded orders cannot be reactivated
- If the discount was contingent on a minimum order value and the refund brings the order below that threshold, the discount amount may be deducted from the refund
Example Scenario:
You ordered $50 worth of food and received a $10 discount for orders over $40. If you request a refund for a $15 item, we would refund $13.50 (the $15 minus a proportional amount of the discount) to maintain the fairness of the promotional offer.
8. Non-Refundable Items
The following items or situations are generally not eligible for refunds:
- Customized items that were prepared according to your specifications
- Complaints about flavor preference where the item was prepared correctly (e.g., "too spicy" when ordering a spicy item)
- Orders where more than 1 hour has passed since delivery without notification of an issue
- Delivery fees for customer-caused delivery issues (incorrect address, customer unavailable)
- Special or limited-time menu items marked as "final sale"
However, we evaluate each situation individually and may make exceptions based on the specific circumstances.
9. Timeframe for Refunds
Once a refund is approved, you can expect the following processing times:
- Store Credit: Applied to your account immediately
- Credit/Debit Card Refunds: Initiated within 1-2 business days; may take 3-7 additional business days to appear in your account (depending on your financial institution)
- PayPal Refunds: Processed within 1-3 business days
- Bank Transfers: Initiated within 2-3 business days; may take 5-10 business days to complete
If you have not received your refund within the expected timeframe, please contact our customer service team.
10. Changes to Refund Policy
We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website. Your continued use of our services following the posting of changes constitutes your acceptance of such changes.
Material changes to this policy will be communicated through one or more of the following channels:
- Notification on our website
- Email to registered users
- Announcement in our mobile application
If you have any questions, concerns, or requests regarding this Refund Policy or if you need to request a refund, please contact us at:
GoGoEat Pizza Delivery
Apt. 157 5 Olin Chase West Alycia
ACT 5929
Australia
Email: support@gogoeat.com.au
Phone: +256992657680
Our customer service team is available:
- Monday to Thursday: 10:00 AM - 10:00 PM
- Friday to Saturday: 10:00 AM - 11:00 PM
- Sunday: 11:00 AM - 10:00 PM
We aim to respond to all inquiries within 24 hours.
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