Refund & Cancellation Policy

1. Overview

We stand behind the quality of every meal we deliver. If something goes wrong — a spoiled meal, a missing order, or a delivery error — we will make it right. This page explains exactly when and how you can request a refund, and what to expect from us.

For subscription skip/pause/cancel mechanics, see our Terms of Service (Section 4). This policy covers monetary refunds only.

2. Refund Windows at a Glance

Different situations have different refund eligibility windows. The table below summarises the most common scenarios:

3. Quality Issues — Spoiled, Incorrect, or Damaged Meals

If a meal arrives spoiled, damaged, or incorrect, please do the following:

1. Do not discard the meal — if safe to do so, keep it for inspection.
2. Take a clear photo of the meal, the packaging, and the delivery label (showing the order number).
3. Report within 24 hours of delivery via your order page at /account/orders → select the order → “Report an Issue”, or email us at [email protected] with subject line Meal Quality Issue — Order #[your order number].

We will review your report and respond within 1 business day. Approved refunds are issued to your original payment method within 3–5 business days. Where we offer a replacement instead, it will be scheduled for your next available delivery window at no additional charge.

Reports made more than 24 hours after delivery cannot be processed unless exceptional circumstances apply (e.g. hospitalization). In those cases, please email us to explain the situation.

4. Missing Deliveries or Non-Delivery

If your delivery does not arrive within your chosen time window:

1. Check the delivery notification in your email or SMS — your driver may have left the order at your building's security desk or specified safe-drop location.
2. Check our live tracking link (included in your delivery notification email).
3. If the order is genuinely undelivered after the window has closed, report it via /account/orders or email [email protected] within the same day.

If non-delivery is confirmed as our fault (e.g. driver did not attempt delivery, or the order was lost in transit), you are entitled to a full refund or a free rescheduled delivery — your choice.

If delivery was unsuccessful because no one was available to receive it and no safe-drop location was specified, we will attempt re-delivery once within the same day if our schedule permits. If re-delivery is not possible, a partial credit (50% of order value) may be issued at our discretion — full refunds are not available for missed deliveries caused by the customer.

5. Cancelling a One-Off Order

One-off (non-subscription) orders can be cancelled for a full refund up until meal preparation begins. As a rule of thumb, meal prep for next-day deliveries begins at 10 PM on the night before delivery.

To cancel a one-off order, go to /account/orders and select “Cancel Order”. If the cancel button is no longer available, it means meal prep has begun and the order cannot be cancelled.

Change-of-mind cancellations after meal preparation begins are not eligible for a refund, regardless of whether the order has been delivered.

6. Subscription Weeks — When No Refund Is Available

Subscriptions renew each week. We process the weekly charge on Sunday evening (by 10 PM Bangkok time). If you skip or cancel before that cutoff, you are not charged — so there is nothing to refund.

If you cancel after Sunday 10 PM, the charge for the following week's delivery has already settled. That delivery will proceed and no refund is available for the change of mind. The subscription is cancelled from the week after.

See Terms of Service Section 4 for the full subscription lifecycle.

7. How to Request a Refund

There are two ways to submit a refund request:

Option A — Self-serve via your account

1. Go to /account/orders
2. Select the affected order.
3. Click “Report an Issue” and follow the prompts.
4. Upload a photo if applicable.
5. Submit — we will review and respond within 1 business day.

Option B — Email support

Email [email protected] with:

• Subject: Refund Request — Order #[your order number]
• A brief description of the issue
• Photos (for quality issues)
• Your preferred outcome: refund, credit, or replacement

8. Processing Times

• Review time: We aim to review all refund requests within 1 business day of receiving your report.
• Refund to card / PromptPay: Once approved, refunds are processed within 3–5 business days. The time it takes to appear on your statement depends on your bank — typically 1–3 additional business days.
• Account credit: If you prefer account credit instead of a cash refund, it is applied to your account immediately upon approval and can be used on your next order.

9. Force Majeure and Service Disruptions

In the event of severe weather, flooding, government-mandated road closures, infrastructure failures, or other force majeure events beyond our control, we may not be able to fulfil scheduled deliveries. In such cases:

• We will notify you as soon as practicable by email and/or SMS.
• You will be offered a choice of: full refund, rescheduled delivery, or account credit.
• We are not liable for consequential losses arising from force majeure non-delivery.

10. Contact Us

Questions about this policy or an ongoing refund request? Reach us at:

Email: [email protected]
Address: Harvest Clean Food, 42 Sukhumvit Soi 31, Bangkok 10110, Thailand

This policy is governed by Thai law. For full terms see our Terms of Service and Privacy Policy.