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Refund Policy

FoodPanda Nepal Pvt. Ltd. (“FoodPanda Nepal”, “we”, “us”) is committed to providing a reliable food ordering and delivery experience. This Refund Policy explains when and how refunds may be issued for orders placed through our website or mobile application.

By placing an order on FoodPanda Nepal, you agree to the terms outlined below.

1. General Refund Policy

FoodPanda Nepal operates as a food ordering and logistics platform. All food items are prepared and packaged by independent restaurant partners. Due to the perishable nature of food, refunds are reviewed case by case and are not guaranteed in all situations.

Refunds are issued only after proper verification with the restaurant and delivery team.

2. Refund Eligibility

A. Full Refund

You may be eligible for a full refund if:

  • Your order was not delivered

  • You received a completely incorrect order

  • The restaurant failed to prepare your order

  • Payment was deducted but the order was cancelled

  • Duplicate payment was charged for the same order

B. Partial Refund

You may be eligible for a partial refund if:

  • One or more items were missing

  • Items were delivered damaged or spilled

  • Part of the order could not be fulfilled

  • Delivery was significantly delayed due to logistics failure

3. Non-Refundable Situations

Refunds will not be provided in the following cases:

  • Incorrect delivery address or contact details provided by the customer

  • Customer unavailable at the delivery location

  • Order refusal after preparation or dispatch

  • Dissatisfaction due to personal taste preference

  • Minor delivery delays caused by traffic, weather, or peak hours

  • Failure to follow restaurant-specific instructions or notes

4. Order Cancellation & Refund

Customer-Initiated Cancellation

  • Before restaurant acceptance: Full refund may be issued

  • After food preparation begins: Cancellation may be denied

  • After order dispatch: Cancellation not allowed

FoodPanda-Initiated Cancellation

FoodPanda Nepal may cancel an order due to:

  • Restaurant unavailability

  • Delivery location restrictions

  • Operational or technical issues

  • Force majeure events (weather, emergencies, etc.)

In such cases, a full refund will be processed.

5. Refund Method & Timeline

Refunds may be issued through:

  • Original payment method

  • FoodPanda wallet balance

  • Promotional credits or vouchers

  • Cash (only in exceptional cases)

Estimated refund timelines:

  • Wallet refunds: within 24 hours

  • Bank or card refunds: 3–7 working days

  • Cash refunds: up to 3 working days

6. Reporting a Refund Request

To request a refund, issues must be reported:

  • Within 1 hour of delivery (food quality or missing items)

  • Within 24 hours of order time (payment-related issues)

Please provide:

  • Order ID

  • Clear description of the issue

  • Photos or evidence (if applicable)

Requests can be made through:

  • App “Help & Support” section

  • Customer support hotline

  • Email support

7. Replacement & Compensation

At our discretion, FoodPanda Nepal may offer:

  • Replacement of incorrect or missing items

  • Discount vouchers or credits instead of a refund

8. Final Decision

All refund decisions made by FoodPanda Nepal are final, subject to verification and compliance with this policy.