Refund Policy

Yumo is committed to a satisfying ordering experience. This policy explains when refunds are available and how they are processed.

Online payments are handled securely via Stripe. Pay-on-arrival refunds are coordinated between the restaurant and platform.

Full or partial refunds are typically available when:

• Your order was cancelled by the restaurant or platform

• Delivery failed due to significant delay beyond completion

• Items received clearly don't match your order (missing mains, wrong order, etc.)

• Obvious food quality issues (undercooked, spoiled, severely damaged, etc.)

• Duplicate charges or payment errors

Refunds are typically not available when:

• You cancel after the restaurant has started preparing

• Delivery failed due to incorrect address or inability to reach you

• Dissatisfaction based on taste or portion preference (not quality issues)

• Coupon value already applied and consumed

Cancellation rules:

• Payment pending (PAYMENT_PENDING): cancel anytime, no fee

• Pending (PENDING): contact support; free cancellation may be possible before restaurant confirms

• Confirmed / Preparing (CONFIRMED / PREPARING): usually cannot be cancelled

• Scheduled orders (SCHEDULED): may be modified or cancelled before release to the kitchen

Third-party delivery fees and tips (DoorDash, etc.) follow the provider's policy.

Refund amounts depend on the situation:

• Full refund: order cancelled, food not received, severe quality issues

• Partial refund: some items affected, minor delays verified and compensated

• Based on amount actually paid; promotional discounts already applied are accounted for

• Platform service fees may be non-refundable per our Terms of Service

DoorDash and other third-party delivery fees/tips are pass-through and handled per their policy.

Steps to request a refund:

1. Find the order under My Orders

2. Submit via our Contact page or email anetteijailene@gmail.com

3. Include your order number, description, and photos if applicable

4. Support will review and respond within 1–2 business days

Please submit within 48 hours of the issue for faster verification.

Once approved:

• Credit/debit cards: 3–5 business days to original payment method

• Actual posting time depends on your bank or card issuer

• Pay-on-arrival orders: refunded via original method or platform credit

You'll receive email or SMS confirmation when the refund is processed.

If you disagree with a refund decision:

• Appeal within 7 days of our response

• Email anetteijailene@gmail.com with subject line "Refund Appeal + Order #"

• We'll re-review and provide a final decision within 3 business days

For refund questions:

• Email: anetteijailene@gmail.com

• Phone: +1 (350) 218-1151

• Online form: /contact