Refund Policy for Otlob

At Otlob, we strive to provide the best service and ensure customer satisfaction. If you're not completely satisfied with your order, we have outlined our refund policy below to address any concerns.

1. Refund Eligibility

Refunds are available under the following circumstances:

• Incorrect or Missing Items: If your order arrives with missing or incorrect items, you are eligible for a refund or replacement of the affected items.
• Damaged or Defective Items: If you receive an item that is damaged or defective, you can request a refund or replacement.
• Late Deliveries: If your order is significantly delayed beyond the estimated delivery time (without prior notice), you may be eligible for a partial refund or credit.

2. Non-Refundable Items

The following situations are not eligible for a refund:

• Change of Mind: If you change your mind after placing an order, unfortunately, we cannot offer a refund unless the order has not been prepared or dispatched.
• Incorrect Delivery Information: If the delivery information provided by you is incorrect and leads to a failed delivery, we are not responsible for a refund.
• Perishable Items: Some items such as groceries or food that are perishable may not be eligible for a refund once delivered.

3. How to Request a Refund

To request a refund, please follow these steps:

1. Contact Customer Support: Reach out to our customer support team through the app or email at [email protected]. Please provide your order number and describe the issue in detail.
2. Submit a Claim: If your order was incorrect, damaged, or delayed, we may request additional information or photos to process your claim.
3. Review Process: Our team will review your case and determine whether you are eligible for a refund. You will be notified of the decision within 5-7 business days.

4. Refund Methods

• Refund to Payment Method: If your refund is approved, the amount will be credited back to your original payment method (credit card, debit card, or digital wallet) within 7-10 business days, depending on your bank or payment provider.
• Refund as App Credit: In some cases, refunds may be provided as credit within the app, which can be used for future orders.

5. Exceptions

• Technical Issues: If the issue with your order is caused by technical problems with the app, we will work with you to resolve it, but we cannot guarantee a refund in every situation.
• Third-Party Merchants: In some cases, refunds or exchanges must be processed through the third-party merchant (restaurant or store) that fulfilled the order. We will assist in facilitating this process.

6. Changes to the Refund Policy

We may update this Refund Policy from time to time. Any changes will be reflected on this page with a new "Last Updated" date. Please review the policy periodically to stay informed.

We value your business and are committed to ensuring your satisfaction with every order. Thank you for choosing Otlob!