DELIVERY POLICY

If my payment method is credit card, when is my credit card charged?

Your card is charged when your order has been successfully submitted. If the order is canceled, the reverse will take 5 - 7 business days to reflect.

What are the reasons for refunds? How are refunds being managed?

When an item is missing from an order or the order/item is incorrect, we will refund customers either via 7Krave wallet or directly back to their credit card upon request. If the order is cancelled by the customer in the mobile application, the funds are immediately placed on their 7Krave wallet for them to re-order, if so desire. Refund to credit card can be accommodated via request to a Customer Relations Officer via Live Chat.

Customers are refunded for the reasons below:

• Missing Items: The customer did not receive an item
• Incorrect Items: The customer received an item but it was not as ordered
• Incorrect Orders: The customer received an entire order that was incorrect and no theirs

All refunds to customers consists of the sale price of the item (including GCT) at the time of the order. If an entire order is incorrect, the customer is refunded for the sale price of the entire order and the delivery fee or a re-delivery with no refund, if requested.

For extremely late orders, in excess of 2-hour wait time, partial or full refunds of the delivery can be accommodated at the discretion of the company.

When will I receive my delivery?

The average delivery time ranges from 45 minutes to 1 hour. However, various restaurants have various processing time. Also, there are times when the delivery time is longer due to reasons beyond our control, such as inclement weather or high volume of orders at the restaurant. If the order will be delayed, the customer will be notified.

When placing your order, we consider these factors when calculating the Estimated Delivery Time:

• Order Processing: The amount of time it takes for the restaurant to prepare your order. This typically takes 15 – 30 minutes.
• Transit Time: The amount of time it takes the delivery personnel to reach the restaurant and the length of time to arrive at your location.

When we receive your order and we are ready to process it, we will attempt to contact you via the telephone number you provided on your order. At that time, we will confirm your order and provide the best estimate for the delivery (an approximate time window). Deliveries will be made as long as the restaurant is open. The delivery company will make every effort to deliver within the time frame provided.

How to prepare for your delivery?

You will receive a confirmation email and a push notification from us stating the delivery time of your order so you can make arrangements for someone to be home when the delivery man comes by. Redelivery is not possible. If for some reason the delivery failed, please note the situation will be logged, and your future orders with us will be impacted.

What am I responsible for upon delivery?

Please ensure you have the total cash for your order if the chosen payment method was cash. If not, this could affect your future service with us. Examine your order upon delivery to ensure that the order received is the order that was confirmed. In the event there are missing items, please contact immediately. If the order is damaged or incorrect, please retain the item(s), take a picture and contact immediately. If the delivery personnel leaves your premises without any complaint from you, this represents your acceptance of the order in perfect condition.

What additional fees may apply?

There may be circumstances that require additional payment by you if the conditions mentioned have not been met or you require special services outside of our standard delivery. For example, if you need a specified time window, your address is not accessible via motor cycle or you were not available for your scheduled delivery

Can I make changes to the delivery address after I place my order?

We try not to make any changes to the delivery address once your order has been placed. Orders placed online begin processing immediately in our system to ensure order fulfilment. If the delivery address must be changed, your order will have to be cancelled and then replaced. We apologize for that inconvenience.

If the delivery is late, do I get some discount?

It really depends on the circumstance. There are cases we offer a discount on the current purchase or a coupon offering a discount on the next purchase.