Refund Policy

Customers who are dissatisfied with the quality of their order, received missing items, or received a damaged order may be eligible for a refund. SwiftEats may issue a refund on behalf of the vendor in the following cases:

• The customer did not receive their order at all.
• The customer received an order but some items were missing or incorrect.
• The customer received an order that was entirely different from what was ordered.

Refund Details

If a few items are missing from an order, we will refund the price of the missing items but not the delivery fee. If an entire order is missing, we will refund the full order amount including the delivery fee. Refunds for non-consumable items will be processed within 7 business days.

You will be notified about the status of your refund via email. If you believe you were not fairly compensated, you may contact us with a detailed explanation and we will review your case against your order history.

How We Verify Orders

Every refund request is reviewed to verify whether an error occurred. To minimize errors and protect both customers and vendors, SwiftEats takes the following precautions:

• Item names are confirmed with the vendor before preparation.
• Printed receipts are compared with the customer's order before packaging.
• Order bags are sealed after packing to prevent tampering.
• Order numbers are written on bags and matched with the SwiftEats app.
• Multiple bags for separate orders are labeled accordingly.
• Before handoff to drivers, order details (name, number, location, phone) are verified.

Cancellation Policy

Customers may cancel an order if it was placed by mistake, is a duplicate, or if they no longer wish to proceed. Cancellation eligibility depends on the current status of the order:

• Pending: Orders that have not yet been accepted by the vendor can be cancelled with a full refund.
• Accepted / Preparing: Orders already being prepared may not be eligible for cancellation. Contact support for assistance.
• Ready / En Route: Orders that are ready for pickup or already with a driver cannot be cancelled.

Contact Us

For refund requests or questions about this policy, please contact us at support@swifteats.co.