At ONEPLACE, we strive to provide a seamless and satisfying food delivery experience. We understand that sometimes things don't go as planned, and this policy outlines our approach to refunds to ensure fairness for both our customers and our partner restaurants.
Please review this policy carefully before placing an order. By using the ONEPLACE app and services, you agree to the terms outlined below.
1. Eligibility for Refunds
Refunds or store credit may be issued under the following circumstances:
Missing Items: If an item paid for is not included in your order.
Incorrect Items: If you receive an item that is different from what you ordered and paid for.
Incorrect Order: If you receive an entire order that is not yours or completely different from your order.
Poor Food Quality: If the food received is spoiled, expired, significantly undercooked/overcooked, or otherwise unfit for consumption. This will be evaluated on a case-by-case basis and may require photographic evidence.
Order Never Arrived: If your order was confirmed but never delivered within a reasonable timeframe, considering the estimated delivery time and any communication from ONEPLACE or the delivery driver.
Damaged Packaging/Spillage: If your order arrives with significant damage to the packaging resulting in spillage or compromised food quality.
2. Non-Refundable Situations
Refunds will generally not be provided in the following situations:
Change of Mind: If you decide you no longer want the food after the order has been placed and confirmed by the restaurant.
Personal Taste Preference: If you simply don't like the taste of the food, provided the food meets general quality standards and is as described on the menu.
Partial Consumption: For partially consumed items, unless the issue is related to food quality as described in Section 1.
Delays Due to External Factors: Delays caused by extreme weather conditions, traffic accidents, or other unforeseen circumstances beyond ONEPLACE's or the restaurant's reasonable control.
Incorrect Delivery Address: If the order could not be delivered due to an incorrect or incomplete delivery address provided by the customer.
Unavailability of Recipient: If the recipient is unavailable to receive the order at the provided delivery address after the driver has made reasonable attempts to contact them.
Promotional/Complimentary Items: Refunds or credits are not typically offered for complimentary food items or discounts.
Allergy/Dietary Requirements Not Specified: If an allergy or dietary requirement was not clearly specified in the order notes and the restaurant was not made aware of it beforehand.
3. Refund Request Process
To request a refund, customers must follow these steps:
Contact ONEPLACE Support Immediately: All refund requests must be initiated through the ONEPLACE app's customer support feature or by contacting our customer service team at refund@oneplace.site or +16395383222 within 30 minutes of receiving (or expected receipt of) your order.
Provide Order Details: Please provide your order number, the specific item(s) in question, and a detailed description of the issue.
Photographic Evidence: For issues related to incorrect, damaged, or poor-quality food, you may be required to provide clear photographic evidence to assist with our investigation.
Cooperation: You may be asked to hold onto the food item(s) in question for potential return or further inspection by ONEPLACE or the restaurant.
4. Refund Methods and Processing Time
Method: Refunds, if approved, will be issued back to the original method of payment used for the order. In some cases, ONEPLACE may offer store credit as an alternative.
Processing Time: Once a refund is approved, it typically takes 7 business days for the refund to be processed and appear on your statement, depending on your bank or payment provider.
5. ONEPLACE's Discretion
ONEPLACE reserves the right to:
Investigate all refund requests: All refund requests are subject to investigation and review by our support team.
Determine eligibility: We will determine, in our sole discretion, whether an item or order qualifies for a refund or credit under this policy.
Deny requests: We reserve the right to deny any refund request if we suspect fraud, abuse of the policy, or if the request does not meet the eligibility criteria outlined herein.
Modify or cancel this policy: ONEPLACE reserves the right to modify or cancel this refund policy at any time, with changes being effective upon posting on the ONEPLACE app and website.
6. Restaurant Responsibility
While ONEPLACE facilitates the delivery, the quality and accuracy of the food prepared are ultimately the responsibility of the partner restaurant. ONEPLACE will work with both customers and restaurants to resolve issues fairly.
7. Contact Us
For any questions regarding this refund policy or to submit a refund request, please contact our customer support team:
In-app Support: Via the ONEPLACE app
Email: support@oneplace.site
Phone: +16395383222
Last Updated: July 4, 2025
