At MXEats, we strive to provide a smooth and reliable food ordering experience. However, we understand that issues may occasionally occur. This Refund Policy explains when you may be eligible for a refund, credit, or other resolution when placing an order through MXEats.
You may be eligible for a full or partial refund if:
Your order was cancelled by the restaurant or MXEats after payment was completed.
Your order was not delivered due to an issue attributable to the restaurant or delivery service.
You received an order that is substantially different from what you ordered.
Items are missing from your order.
You received food that was damaged, spilled, or otherwise unsuitable for consumption due to delivery handling.
You were charged incorrectly, including duplicate charges for the same order.
A technical issue caused an incorrect amount to be charged to your payment method.
Refund eligibility may depend on the specific circumstances of the order and the information available to MXEats.
If your order contains missing or incorrect items, please report the issue to MXEats as soon as reasonably possible after delivery.
Depending on the circumstances, MXEats may provide:
A refund for the affected item(s);
A partial refund;
MXEats account credit; or
Another appropriate resolution.
Photographs or other information may be requested to help us verify the issue.
If you believe the food you received is spoiled, contaminated, unsafe, or otherwise presents a food-safety concern, do not consume it.
Please contact MXEats promptly and provide details about the issue. Where appropriate, we may request photographs, order information, packaging details, or other evidence to investigate the complaint.
Food-quality complaints may also be subject to the restaurant's policies and applicable food-safety requirements.
Once an order has been accepted by a restaurant, preparation may begin immediately. As a result, customer-requested cancellations may not always qualify for a refund.
If you cancel:
Before the restaurant accepts the order: you may generally be eligible for a full refund.
After the restaurant has accepted or started preparing the order: a refund may not be available.
After the order has been dispatched: a refund may generally not be available unless there is a qualifying issue with the order.
Any cancellation charges, where applicable, will be communicated during the cancellation process.
Delivery times shown on MXEats are estimates and may be affected by traffic, weather, restaurant preparation times, delivery-partner availability, or other circumstances beyond our control.
A delayed order does not automatically qualify for a refund. However, if an order is excessively delayed or cannot reasonably be completed, MXEats may, at its discretion, offer a refund, partial refund, or account credit.
A refund may not be provided where delivery fails because:
The customer provided an incorrect or incomplete delivery address;
The customer was unavailable or unreachable;
The customer refused to accept the order without a qualifying reason;
The delivery location was inaccessible; or
The customer failed to follow reasonable delivery instructions.
Where appropriate, additional delivery charges may also apply.
If you believe you have been charged twice for the same order or charged an incorrect amount, please contact MXEats with your order details.
After verification, any confirmed duplicate or incorrect charge will be refunded to the original payment method where possible.
Refund or complaint requests should generally be submitted within 24 hours of the order's delivery, cancellation, or expected delivery time.
Requests submitted after this period may still be considered in exceptional circumstances, particularly where the issue involves food safety, payment errors, or circumstances that prevented the customer from reporting the issue earlier.
To request a refund, contact MXEats through the customer support option available on our website or app.
Please provide:
Your name;
Order number;
Date and time of the order;
Description of the problem;
Details of the item(s) affected; and
Photographs or other supporting information, if applicable.
Our support team may review the order with the restaurant and/or delivery partner before making a decision.
Once a refund is approved, it will normally be processed to the original payment method used for the order.
The time required for the refund to appear in your account may vary depending on your bank, card issuer, payment provider, or other financial institution.
In certain circumstances, MXEats may offer account credit or another form of compensation instead of a monetary refund, where permitted by applicable law.
Orders placed using promotional discounts, coupons, vouchers, or MXEats credits may be subject to additional terms.
Unless required by applicable law, promotional value may not be refundable or convertible into cash. If an order qualifies for a refund, the refundable amount may be calculated based on the actual amount paid by the customer.
MXEats reserves the right to investigate refund requests and take appropriate action where there is evidence of fraud, abuse, repeated false claims, manipulation of the refund process, or other misuse of our services.
This may include refusing a refund or restricting access to certain MXEats services, subject to applicable law.
Some issues may be directly attributable to the restaurant or delivery partner. MXEats may coordinate with the relevant party to investigate and resolve such complaints.
The availability of a refund does not necessarily mean that MXEats accepts responsibility for the underlying issue.
MXEats may update this Refund Policy from time to time. Any changes will become effective when the updated policy is published on our website.
We encourage customers to review this policy periodically.
If you have questions about a refund or an order issue, please contact MXEats Customer Support through the support/contact options provided on our website or app.
MXEats
Food Delivery Platform
Website: MXEats
