+61 7 4823 5907 mealroute@gmail.com 36 Wickham Terrace, Spring Hill QLD 4000, Australia

Refund Policy

Overview

We strive to provide an excellent customer experience with every MealRoute order. However, if you are not fully satisfied with your order, we offer a transparent and fair refund policy as described below. This policy applies to all orders placed through the MealRoute website and mobile application.

Order Issues

If your order arrives late, incomplete, or with incorrect items, you may be eligible for a refund or a credit. The following circumstances are covered:

  • Late delivery: If your order is delivered more than 30 minutes beyond the promised delivery window, you will receive a 10% credit automatically. If the delay exceeds 60 minutes, you may claim a full refund.
  • Incomplete/missing items: If one or more items from your order are missing, we will refund the cost of those items plus a 10% service credit.
  • Wrong items: If you receive an item you did not order, we will either arrange for the correct item to be delivered or issue a full refund for that incorrect item.
  • Quality issues: If your meal is visibly damaged, spoilt, or otherwise not of acceptable quality, we will refund the cost of the affected meal(s) upon complaint confirmation.

Subscription and Meal Plan Refunds

For weekly meal subscription plans, you may pause or cancel at any time without penalty. If you cancel a subscription before the next billing cycle, you will not be charged for that cycle. If you have already been charged for a week during which you did not receive any meals due to our error, we will refund the full amount for that week. Pre‑paid plans (e.g., monthly prepaid) that have not been fully used are eligible for a pro‑rata refund within the first 14 days of purchase, after which no refunds are issued.

How to Request a Refund

To request a refund, please contact our customer support team within 7 days of the delivery date. You will need to provide your order number and a brief explanation of the issue. We may request photographic evidence for quality‑related complaints. Once we receive your request, we will review it and respond within 48 hours. If approved, refunds will be processed to your original payment method within 5–10 business days, depending on your bank or card issuer.

Non‑Refundable Items

Some items are non‑refundable:

  • Gift cards (unless required by law).
  • Items that have been partially consumed (unless they are defective).
  • Orders cancelled after the restaurant has confirmed and begun preparation.
  • Any fees associated with priority delivery if the order was delivered on time.

Chargebacks and Disputes

If you believe you are entitled to a refund and we have not resolved your issue, you may contact your payment provider to initiate a chargeback. We encourage you to reach out to us first so we can work towards a mutually acceptable solution.

Contact

For all refund‑related queries, please email {{ EMAIL }} or call us at +61 7 4823 5907.