Policy of Complaints and Return

(1) Customer’s Complaints Against Home Cooker:

1.1 In case of the acceptance by Home Cooker of the order and not Confirming of finishing and delivering the order at the date as well as the submission by the customer of a complaint to the management, the application management shall notify the service provider of the customer’s complaint and after the reply by the Home Cooker and making sure that the Home Cooker hasn’t confirmed the receipt by the customer of the order/ that Home Cooker hasn’t updated the order status which is finishing the order preparation, the application shall unfreeze the order value in favor of the customer.

1.2 In case the order is accepted by the Home Cooker and its preparation and delivery are confirmed by him but the customer hasn’t received the order due to not delivering it to him, the management shall review the complaint and notify the cook of it and take the decision of returning the order value to the customer due to the cook’s not making sure that the customer has received the order.

1.3 In case the order is accepted by the Home Cooker and its preparation and delivery are confirmed as well as the delay of the arrival of the order to the customer, the management shall caution the Home Cooker and the number of cautions shall be shown within his data to the management. In case cautions are more than the maximum limit defined by management, the management shall close his account or finally prohibits it.

1.4 In case the order doesn’t correspond to the customer’s specifications (Spoilt food/ unsound packing), the administration is going to review the order and take the following decisions (in case of the customer’s confirmation that the order has been received, the amount paid will not be returned to the customer but in case of the customer’s non-confirmation in relation to the receipt of the order, the administration will return the paid amount to the customer).

1.5 In case the order is (imperfect), the administration will review the order and take the following decisions (in case of the customer’s confirmation that the order has been received, the paid amount will not be returned to the customer but in case of the customer’s non-confirmation in relation to the receipt of the order, the administration will give the customer two options (either to prepare the item that hasn’t been prepared or to return the paid amount to the customer).

1.6 In case the order doesn’t completely correspond to the customer’s specifications, the administration will review the order and take the following decisions (in case of the customer’s confirmation that the order has been received, the paid amount will not be returned to the customer but in case of the customer’s non-confirmation in relation to the receipt of the order, the administration will give the customer two options (either to return the paid amount to his account once more or the Home Cooker prepares the order once more while incurring the delivery cost).

(2) Customer’s Complaints Against Delivery Place (The Case of Home Cooker Only):

2.1 In case Home Cooker has delivered the order to Delivery Place and the customer goes to Delivery Place and doesn’t find Delivery Place open, the application will notify Delivery Place of the problem then reviewing the complaint and in case the application makes sure that Delivery Place has confirmed the receipt of the order from the cook, the administration will caution Delivery Place and return the order price to the customer and Delivery Place shall incur the order value in favour of Home Cooker and the application shall not liable for the agreement or contract concluded between Delivery Place and cook.

2.2 In case Home Cooker hasn’t delivered the order to Delivery Place and the latter hasn’t confirmed the receipt of the order, the administration shall take an action that is to bind the cooker to perform the order or to return the order value to the customer.

2.3 In case the customer goes to Delivery Place and finds his order in a bad condition and the Delivery Place hasn’t confirmed the receipt and has notified of the problem of the order, the order value will be returned to the customer’s account but in case the Home Cooker has delivered the order to Delivery Place and the latter has confirmed the receipt of the order and when the customer comes to Delivery Place and finds the order in a bad condition, here if the customer agrees to receive the order, the order value will not be returned to the customer and if the customer refuses to receive the order, the order value will be returned to the customer and there will be an indebtedness equal to the order value incurred by Delivery Place and the paid by him to Home Cooker with the agreement between them.

(3) Customer’s Complaints Against Party Cooker:

3.1 In case of the delay by Party Cooker to reach the customer, the administration will review the order (in case delay exceeds 30 minutes), the administration will notify the customer that the cook will arrive within a specified time limit determined according to the agreement with the cook in addition to cautioning him. (In case the delay doesn’t exceed 30 minutes), the administration will notify the customer that the cook is not late and the remaining time difference is up to the maximum time of the cook’s arrival.

3.2 In case of the non-arrival of the cooker, the administration will review the updates of the order and make sure that the cooker has confirmed the acceptance of the order and he hasn’t cancelled the order within the permitted time limit. In case he doesn’t reach the customer within a maximum time limit of 30 minutes, the cooker will be cautioned and actions shall be taken against him in case of exceeding the maximum permitted number of cautions.

(4) Customer’s Complaints Against Restaurant:

4.1 In case of the delay by the restaurant of delivering the order to the customer, the administration will review the order (and in case the order exceeds the maximum time limit), the administration will notify the customer that the order will be brought within a specified time determined according to the agreement with the restaurant in addition to cautioning the restaurant. (In case the order doesn’t exceed the maximum time limit), the administration will notify the customer that the order is not late and the remaining time difference is up to the maximum time limit of delivering the order.

4.2 In case of the existence of a fault in relation to the order that it is imperfect or exchanged or unsound and the customer has confirmed the receipt, the order value will not be returned to him but in case the customer hasn’t confirmed the receipt, the administration will return the order value to him.

(5) Customer’s Complaints Against Food Car:

5.1 In case of the acceptance by food Car of the order and not finishing and delivering the order at the date as well as the submission by the customer of a complaint to the management, the application management shall notify the food Car of the customer’s complaint and after the reply by the food Car and making sure that the food Car hasn’t confirmed the receipt by the customer of the order/ that food Car hasn’t updated the order status which is confirming the finishing of the order preparation, the application shall defreeze the order value in favor of the customer.

5.2 In case the order is accepted by the food Car and its preparation and delivery are confirmed as well as the delay of the arrival of the order to the customer, the management shall caution the food Car and the number of cautions shall be shown within his data to the management. In case cautions are more than the maximum limit defined by management, the management shall close his account or finally prohibits it.

5.3 In case the order doesn’t correspond to the customer’s specifications (Spoilt food/ unsound packing), the administration is going to review the order and take the following decisions (in case of the customer’s confirmation that the order has been received, the amount paid will not be returned to the customer but in case of the customer’s non-confirmation in relation to the receipt of the order, the administration will return the paid amount to the customer).

5.4 In case the order is (imperfect), the administration will review the order and take the following decisions (in case of the customer’s confirmation that the order has been received, the paid amount will not be returned to the customer but in case of the customer’s non-confirmation in relation to the receipt of the order, the administration will give the customer two options (either to prepare the item that hasn’t been prepared or to return the paid amount to the customer).

5.5 In case the order doesn’t completely correspond to the customer’s specifications, the administration will review the order and take the following decisions (in case of the customer’s confirmation that the order has been received, the paid amount will not be returned to the customer but in case of the customer’s non-confirmation in relation to the receipt of the order, the administration will give the customer two options (either to return the paid amount to his account once more or the food Car prepares the order once more while incurring the delivery cost).

(6) Home Cooker’s Complaints Against Customer:

6.1 In case the customer hasn’t received the order (in case of direct receipt), the administration will review the order and notify the customer of the complaint and the value of the order will be due to the service provider and the customer will be cautioned.

6.2 In case the customer hasn’t received the order (in case of delivery service and the cook’s attempt to communicate with the customer), the administration will communicate with the customer and in case it is impossible to contact him, and The value of the order will be due to the service provider and the customer will be cautioned.

(7) Party Cooker’s Complaints Against Customer:

In case of the non-arrival by the Party Cooker to the customer due to an error in the address submitted by the customer in the order (and it is impossible to contact the customer), the administration will review the complaint and communicate with the customer to specify his location and wait for 10 minutes to contact him ,and in case it is finally impossible to contact the customer, the order will be cancelled and the customer will be cautioned

(8) Restaurant’s Complaints Against Customer:

8.1 In case the customer hasn’t received the order (in case of direct receipt), the administration will review the order and notify the customer of the complaint and the administration will deduct the order value from the customer and he will be cautioned.

8.2 In case the customer hasn’t received the order (in case of delivery service and the attempt by the restaurant to contact the customer), the administration will communicate with the customer and in case it is impossible to contact him, the order value will be deducted from the customer while cautioning him.

(9) Food Car’s Complaints Against Customer:

9.1 In case the customer hasn’t received the order (in case of direct receipt), the administration will review the order and notify the customer of the complaint and the administration will deduct the order value from the customer and he will be cautioned.

9.2 In case the customer hasn’t received the order (in case of delivery service and the attempt by the food Car to contact the customer), the administration will communicate with the customer and in case it is impossible to contact him, the order value will be deducted from the customer while cautioning him.

(10) Delivery Place’s Complaints Against Home - Cooker/Customer:

10.1 In case of non-compliance by the cooker with bringing the order to Delivery Place, Delivery Place must notify the application of a problem in the order and of the non-confirm receipt of the order, the cooker shall be bound to bring the order to Delivery Place and in case the customer doesn’t wish to receive the order, the order value will be returned back to the client.

10.2 In case the cooker brings the order to Delivery Place and its condition isn’t sound and Delivery Place refuses to receive the order, the administration will return the paid amount to the customer’s account.

10.3 In case of the delay by the customer to receive the order or his non-receipt, the administration will notify the customer and if he doesn’t receive the order, the administration will transfer the order value to the cooker and Delivery Place.