Refund Policy

Last updated: 28/10/2024

Welcome to Dinebd. We are committed to ensuring a fair and transparent refund process for our customers while respecting the commitments of our dining partners. Our refund policy is outlined below:

Table Booking Cancellations:

  • Full Refund Voucher: Customers are eligible for a full refund or voucher if:
    • The booking is cancelled more than 5 hours before the reserved time.
    • The booking request is rejected by the vendor.
    • The booking is cancelled before the vendor accepts it, and while the booking status is ‘Pending’.
  • No Refund: Customers will not receive a refund or voucher if the booking is cancelled less than 5 hours before the reserved time.

Food Delivery, Takeaway, and Homemade Food Orders:

  • Full Refund Vouchers: Customers are eligible for a full refund or voucher if:
    • The order is cancelled while in ‘Pending’ status.
    • The order is cancelled within 5 minutes of being accepted by the vendor, subject to an investigation by Dinebd’s support team.
    • The vendor cancels the order.
  • No Refund: Customers will not receive a full refund or voucher if the order is cancelled more than 5 minutes after being accepted by the vendor.

Catering Refund:

Customers are eligible for a full refund or voucher under the following conditions below; Dinebd full refund refers to the amount you paid online.

  • The order is cancelled at least 72 hours before the event date.
  • The refund voucher will cover the amount paid online through the Dinebd platform.
  • Any remaining payments made outside of the Dinebd platform are not the responsibility of Dinebd. Customers are advised to coordinate directly with the catering service provider for those payments.
  • For any catering bookings made less than 72 hours before the event date, no refund will be provided.
  • Note: To be eligible for a catering refund in case of cancellation, customers are advised to book at least 72 hours in advance.
  • Catering Refund Process: The refund process applies once the customer has accepted the quotation price and made the initial booking fee payment online through Dinebd.

General Terms:

  • Refund Timeline: Refunds will be processed within 7 to 10 business days from the date of approval. Business days do not include weekends or public holidays. Once your refund has been issued, you will receive a confirmation.
  • Coupon/Voucher Validity: Refund vouchers are valid for a specified period, as indicated on the coupon/voucher. A minimum usage of 30% of the coupon/voucher value is required. The voucher is valid for one month from the order creation date.
  • Full Refund: Dinebd full refund refers to the amount you paid online.
  • Investigation Process: For complaints regarding orders, our investigation team will review each case. Refunds will be issued based on the team’s findings, considering factors such as food quality, incorrect orders, or missing items.
  • Decision Finality: Decisions made by the investigation team regarding refunds are final.
  • Non-Exchangeability: Refund coupons cannot be exchanged for cash, except in certain circumstances where the Dinebd team will investigate on a case-by-case basis. If the investigation is successful, the customer may be eligible for a cash conversion. Additionally, the voucher must be used within the Dinebd app.

Policy Review and Amendments:

This refund policy may change at any time without notice. It is advised to review this policy regularly, as continued use of the Dinebd app indicates acceptance of any amendments.