Refund Policy

Overview

This Refund Policy applies to all orders placed through DUMMY POS COMPANY via our website or mobile application. All payments are processed in Australian Dollars (AUD), and refunds will be issued in the same currency. We are committed to complying with the Australian Consumer Law (ACL), which provides consumer guarantees for goods and services, including that food is of acceptable quality, fit for purpose, and delivered within a reasonable time.

Eligibility for Refunds

Under the ACL, you are entitled to remedies (e.g., refunds, replacements) for major or minor failures in goods or services. Below are the specific circumstances where refunds or other remedies may apply.

Automatic Refunds

You are eligible for a full refund in the following cases:

• Order Cancellation by Restaurant: If the restaurant cancels your order due to unavailability of items or closure.
• Payment Processing Errors: If you are charged multiple times for the same order due to a platform error.
• Technical Issues: If our platform’s technical problems prevent order fulfillment.
• Delivery Failure: If your order is not delivered due to circumstances within our or the restaurant’s control.

Order Cancellations or Declines by the Restaurant

If your order is declined or cancelled by the Restaurant or Store for any reason, you will receive a refund of the order amount along with the platform/service fee. Please note that the Payment Gateway Transaction Fee (charged by third-party processors such as Stripe, Razorpay, or similar) will be deducted from your refund amount. This fee is non-refundable as it is charged directly by the payment provider and is outside our control.

Quality-Related Refunds

You may be eligible for a full or partial refund or replacement for:

• Food Quality Issues: Items are significantly different from the description, spoiled, or unsafe to consume (e.g., burnt, raw, or mouldy).
• Missing Items: Parts of your order are missing and cannot be resolved by re-delivery.
• Temperature Issues: Hot food arrives cold or frozen items arrive thawed (if temperature-sensitive delivery was promised).
• Incorrect Order: You receive an order that is substantially different from what you placed.

Major vs. Minor Failures

• Major Failure: If the issue cannot be remedied (e.g., food is unfit for consumption), you may choose a full refund or replacement order.
• Minor Failure: For issues that can be fixed (e.g., missing side dish), we will offer a partial refund or replacement at no cost to you.

Non-Refundable Situations

Refunds will not be provided in the following cases, unless required by the ACL:

• Change of Mind: After the restaurant has begun preparing your order.
• Delivery Address Errors: If you provide an incorrect or incomplete address.
• Unavailability During Delivery: If you are unavailable to receive the order and it cannot be left safely.
• Minor Preference Issues: Slight variations in taste, portion size, or presentation that do not breach consumer guarantees.
• Dietary Restrictions: If you fail to specify dietary requirements or allergies when ordering.
• Promotional Items: Some promotional offers may be non-refundable, as indicated at the time of purchase.
• Fees and Surcharges: Platform service fees, delivery fees, peak-time surcharges, or payment processing fees (typically 1.5-3% of transaction) are non-refundable for successfully completed orders.
• Tips: Gratuities paid to delivery personnel are non-refundable after delivery.

Refund Process

Refund Methods

• Original Payment Method: Refunds are issued to the original payment method (e.g., credit/debit card, digital wallet like PayPal, Apple Pay, or Google Pay).
• Bank Transfer: Used if the original payment method is unavailable.
• What’s Refunded: Cost of qualifying food items and applicable taxes (GST). Delivery fees are refunded only for failed deliveries or platform errors.
• Alternative Options: We may offer account credit (potentially with bonus credit) or a replacement order for minor issues.

Delivery Issues

• Failed Delivery: Full refund, including delivery fees, if delivery fails due to our or the courier’s error.
• Delayed Delivery: Partial refund of delivery fees for significant delays (over 45 minutes past estimated time), subject to investigation.
• Third-Party Delivery: For orders delivered by third-party couriers, we will coordinate with the delivery partner, but refunds may be subject to their policies for issues outside our control.

Special Circumstances

Fraud Prevention & Account Protection

We monitor refund patterns to prevent abuse. Photo evidence and detailed descriptions are mandatory for quality-related refunds.

• Monitoring: We track refund patterns to prevent abuse.
• Evidence Requirements: Photo evidence and detailed descriptions are mandatory for quality-related refunds.

Dispute Resolution

If you’re unsatisfied with our resolution:

• Internal Review: Escalate to our management team using the contact methods below.
• External Options: Contact your state’s consumer affairs office or the ACCC (www.accc.gov.au) for assistance with ACL-related disputes, or the Financial Ombudsman for payment issues.

Policy Updates

We may update this policy at any time. Changes will be posted on our website and app, effective immediately for orders placed after the update.

Important Notes

• All refunds are in AUD.
• Non-refunded fees (e.g., service, delivery, or processing fees) comply with ACL where applicable.
• Keep records of all refund-related communications.
• Your statutory rights under the ACL are not limited by this policy.