Refund Policy for Join Program App
Thank you for choosing the Join Program App for your lunch ordering needs. We strive to provide a seamless and convenient experience for our users. This Refund Policy outlines the terms and conditions governing refunds for orders placed through our app. Please read this policy carefully before placing an order.
1. Refund Eligibility:
Refunds will be considered under the following circumstances:
- System Errors: Users are eligible for a refund if a system fails or slow loading times results in accidental double orders. Our technical team will thoroughly investigate such cases to determine the claim’s veracity.
- Unavailable Food: If you have ordered and paid for food but find it unavailable for pick-up at the selected outlet, you are eligible for a refund. We apologize for any inconvenience this may cause and will ensure a prompt refund.
- Undisclosed Allergens: If you encounter allergens in your food not mentioned upon ordering and pick-up, you are eligible for a refund. We take food safety seriously and strive to provide accurate allergen information.
2. Non-Eligible Scenarios:
Refunds will not be granted for the following reasons:
- Ordering for the Wrong Day: Users are responsible for selecting the correct delivery day when placing an order. Refunds are not provided if an order is placed on the wrong day.
- Duplicate Orders: If a user accidentally places two separate orders for the same dish on the same day, this does not qualify for a refund. It is the user’s responsibility to review and confirm their order before finalizing the transaction.
3. Refund Process:
If you believe you are eligible for a refund based on the criteria mentioned above, please follow these steps:
- Contact our Helpdesk team via the ‘Need Help’ Button in your app within 2 business days of the order placement;
- Provide relevant order details, including the order number, date, time, and a description of the issue you encountered. Sharing a screenshot of the order in the app is highly appreciated;
- Our Helpdesk team will initiate an investigation into your claim and may request additional information if needed. Investigation of the claim will be completed within 2 business days;
- Once the investigation is complete, if it is determined that your claim is valid, a refund will be processed to the original payment method within 3-5 business days.
4. Contact Us:
5. Amendments:
Join Program B.V. reserves the right to amend this Refund Policy without prior notice. Any changes to this policy will be effective upon posting on our website or within the app. Using the Join Program App, you agree to abide by the terms and conditions outlined in this Refund Policy.
Thank you for your understanding and cooperation.
Sincerely,
Join Program