Refund Policy

1. Overview

This Refund Policy ("Policy") outlines the terms and conditions under which Frefoos ("Company", "we", "us", or "our") may provide refunds for transactions made through our platform ("Services"). This policy applies to customers placing orders and partners (Brand Partners, Recipe Owners, Franchise Kitchens) using the platform.

By using our Services, you agree to the terms of this Policy. Please read it carefully.

2. Customer Order Refunds

• Order Cancellation: Customers may be eligible for a full or partial refund if an order is cancelled before the kitchen accepts it or within 5 minutes of placing the order.
• Incorrect Items: If you received items significantly different from what was ordered. Evidence such as photos may be required.
• Missing Items: For items paid for but not delivered. Verification may be needed.
• Poor Quality: Issues like spoiled or unsafe food, evaluated at the Brand Partner's discretion. Photos usually required.
• Non-Delivery: If your confirmed order was never delivered. Subject to delivery tracking.

How to Request a Refund: Customers should contact support through the Frefoos platform within 24 hours of order delivery. Include order details and any applicable evidence.

Processing: Approved refunds are processed within 5-10 business days to the original payment method. Platform or delivery fees may not be refunded depending on the situation.

3. Partner Fee Refunds

• Subscription Fees: Frefoos does not offer refunds for partner subscription fees once activated.
• Listing Fees: One-time listing fees are non-refundable unless a technical error occurred during submission.
• Commission Disputes: Resolved through internal review. Refunds are only granted for confirmed platform errors.

4. Why Subscription Fees Are Non-Refundable

At Frefoos, we strive to offer immediate value upon subscription activation. Our platform provides access to partner dashboards, promotion tools, recipe visibility, order fulfillment services, and real-time analytics from day one.

Because partners can begin using core business tools instantly after subscribing, we consider subscriptions as active services rather than physical goods or future services. Hence, refunds are not offered once a subscription is started.

This helps ensure fair pricing and predictable platform maintenance for all users.

5. Non-Refundable Situations

• Change of mind after an order is prepared or fulfilled.
• Incorrect delivery address provided by the customer.
• Minor differences in appearance or taste of food.
• Delays caused by external factors like weather or traffic.
• Subscription periods or service fees for tools already accessed.

6. Modifications to the Policy

We reserve the right to update this Refund Policy at any time. Changes take effect immediately upon posting. Please check this page periodically for the most current version.

7. Contact Information

For order refund inquiries, use the support section inside the Frefoos app or platform.

For partner-related refund questions or other concerns, email us at support@frefoos.com