Order timeout policy for Dinebd app services

This policy outlines the timeout procedures for various services offered through the Dinebd app, including food delivery, takeaway, homemade services, table bookings, and catering services. The policy ensures timely responses from vendors and provides a clear refund or voucher process for customers.

1. Food Delivery

• Timeout Duration: 1 hour
• Procedure: If there is no response from the vendor within 1 hour of the order, the order will be automatically cancelled and recorded as a timeout.
• Refund Policy: The customer will receive a refund or a voucher in accordance with the Dinebd refund policy.

2. Takeaway

• Timeout Duration: 1 hour
• Procedure: If there is no response from the vendor within 1 hour of the order, the order will be automatically cancelled and recorded as a timeout.
• Refund Policy: The customer will receive a refund or a voucher in accordance with the Dinebd refund policy.

3. Homemade Takeaway

• Timeout Duration: 1 hour
• Procedure: If there is no response from the vendor within 1 hour of the order, the order will be automatically cancelled and recorded as a timeout.
• Refund Policy: The customer will receive a refund or a voucher in accordance with the Dinebd refund policy.

4. Homemade Food Delivery

• Timeout Duration: 1 hour
• Procedure: If there is no response from the vendor within 1 hour of the order, the order will be automatically cancelled and recorded as a timeout.
• Refund Policy: The customer will receive a refund or a voucher in accordance with the Dinebd refund policy.

5. Table Booking

• Timeout Duration: 5 hours before the reservation time
• Procedure: If there is no response from the vendor within this timeframe, the booking will be automatically cancelled.
• Refund Policy: The customer will receive a full refund or a voucher as per the Dinebd refund policy.

6. Catering Services

• Timeout Duration: 48 hours for quotation response
• Procedure: Vendors must respond to catering quotation requests within 48 hours. If no response is received, the request will be automatically cancelled.
• Refund Policy: No refund is applicable since no payment is required at this stage.
• Quotation Acceptance: Once a vendor provides a quotation, the customer may accept or cancel. If the offer is cancelled, no refund is given as no payment has been made. If accepted, the customer will be instructed to make a partial payment to secure the booking.

General Note on Refunds:

The timeout refund amount refers to the amount the customer paid online when placing the order.