Refund Policy

The Refund Policy of  Driveree App is subject to change and is usually specified on their website or within the app. These conditions may affect the refund process. We can provide you with a general idea of what to expect from a typical refund policy of a food delivery app.

1. Refunds applicable for Customers:

Refunds are usually granted for valid reasons such as:

1.1 Food quality issues: If the food quality is poor, customers are eligible to receive a refund.

1.2 Payment errors: If the customer has made the payment but his order has been cancelled, the money will be returned to the customer's wallet.

1.3 Late deliveries: Customer complaints regarding late deliveries of orders made by Driveree drivers.

1.4 Damaged orders: Complaints from customers regarding damages, such as packaging that has been tampered with or liquids that have been spilled.

1.5 Undelivered orders: The order was not received by the customer.

1.6 Fraudulent activity: Order errors involving potentially fraudulent customers or delivery drivers.

2. Restaurants, Merchants or Partners Non Applicable Refunds  

2.1 Missing items: The item or a portion of it that was ordered was not received by the customer.

2.2 Undelivered order: 

The delivery of the customer's order failed, and this could have happened for any of the following reasons: 

(i) Your delivery personnel failed to deliver it. 

(ii) Your store was closed, but the app showed it as open, and the customer's order was not prepared; or 

(iii) Your store had closed by the time the delivery person arrived, despite you initially accepting the order, which was 50 minutes after the menu closing time.

2.3 Incorrect Order: An incorrect order was received by the customer. This includes a scenario where only one customer from a batched order reported receiving an entirely incorrect order, while no other customer from the same batch reported receiving an entirely incorrect order or any inaccuracies in their order.

2.4 Late Delivery: Customers who receive their order through your delivery staff can expect to wait approximately 90 minutes or more beyond the estimated delivery time provided by the vendor.

2.5 Food Conditions: Customers have reported receiving food that is in poor condition, such as being cold upon delivery. 

2.6 Refund Request Process: Customers are often required to submit a refund request within 12 hours after the order is delivered. This request can usually be made through the app or website by submitting a request.

3. Verification Process: Driveree must provide the necessary information to validate the refund request, like order Number, Date and Time, including a description of an issue or pictures of the problem.

4. Refund Processing Time: In general, Refund processing usually takes 5 to 10 business days after the request is accepted. The time frame subject may vary to geolocation depending on the app's restrictions

5. Credit Method: Refunds will be credited to your wallet. For example, if you paid with a credit card, debit card, Apple Pay or Google Pay the refund would typically be credited back to that Driveree wallet account.

6. Communication: Throughout the refund procedure, customers may receive updates on the status of their requests via customer support.

7. Exceptions: Refunds might not be given in some situations, such as when it's determined that the customer is to blame (e.g., by supplying the incorrect delivery address).

Note: Only the full cost of your item will be returned; taxes and delivery fees are not refunded.

Contact Us

Please contact your Driveree support or send an email to support@driveree.com if you need any additional help. For urgent issues, dial (03) 86063202 or (+61) 459230261.