CloudFeast Refund & Cancellation Policy

Effective Date: January 3, 2026

At CloudFeast, we are committed to providing you with quality food and excellent service. We understand that sometimes plans change or issues arise. This policy outlines our procedures for order cancellations and refunds.

Order Cancellation

Customer-Initiated Cancellations

Before Kitchen Preparation:

• Orders may be cancelled free of charge if the cancellation request is made within 5 minutes of order placement and before the kitchen has begun preparing your food.
• Full refund will be processed to your original payment method within 5-7 business days.

After Kitchen Preparation Has Started:

• Once our kitchen has begun preparing your order, cancellations are generally not accepted as ingredients have been allocated and preparation has commenced.
• In exceptional circumstances, cancellation requests will be reviewed on a case-by-case basis, and a cancellation fee of up to 50% of the order value may apply.

How to Cancel Your Order

To request a cancellation, please contact us immediately through:

• In-app customer support chat
• Email: elitefranchisesph@gmail.com
• Hotline: +63 926 056 3329

Please provide your order number and reason for cancellation.

Refund Policy

Eligible Refund Scenarios

We will provide a full refund in the following situations:

1. Non-Delivery of Order
   • If your order was not delivered and marked as delivered, you are entitled to a full refund.
2. Significantly Delayed Orders
   • If your order is delayed by more than 60 minutes beyond the estimated delivery time without prior notification, you may request a full refund or reorder.
3. Incorrect Order
   • If you received an order that is substantially different from what you ordered (wrong items, missing items worth more than 30% of order value).
4. Quality Issues
   • Food delivered in unsatisfactory condition (spoiled, contaminated, or inedible).
   • Food safety concerns or foreign objects found in food.
5. Restaurant Cancellation
   • If CloudFeast or our partner kitchen cancels your order due to ingredient unavailability or operational issues, you will receive a full refund.

Partial Refunds

Partial refunds may be issued for:

• Missing items from your order (refund for the missing items only)
• Minor quality issues that don’t affect the entire order
• Incorrect items that represent a portion of your order

Non-Refundable Situations

Refunds will NOT be provided for:

• Change of mind after successful delivery
• Delays caused by incorrect delivery address provided by customer
• Customer unavailability at the delivery location
• Subjective taste preferences or mild dissatisfaction
• Promotional discounts or voucher amounts (unless the entire order is cancelled by CloudFeast)

Refund Process

How to Request a Refund

1. Contact CloudFeast customer support within 24 hours of order delivery through:
   • In-app support
   • Email: elitefranchisesph@gmail.com
   • Hotline: +63 926 056 3329
2. Provide the following information:
   • Order number
   • Detailed description of the issue
   • Photographic evidence (if applicable)
   • Date and time of order
3. Our team will review your request within 24-48 hours.

Refund Processing Time

• Approved refunds will be processed within 3-5 business days of approval.
• Credit/Debit card refunds may take 7-14 business days to reflect in your account, depending on your bank.
• E-wallet refunds typically process within 3-5 business days.
• CloudFeast credits are issued immediately upon approval and can be used for future orders.

Refund Methods

Refunds will be issued to:

• Original payment method used for the order, OR
• CloudFeast account credits (if you prefer immediate credit for future orders)

Dispute Resolution

If you are not satisfied with the resolution provided:

1. You may escalate your concern to our management team at elitefranchisesph@gmail.com
2. We will conduct a thorough review and respond within 5 business days
3. Our decision following the management review will be final

Contact Information

For any questions or concerns regarding cancellations and refunds:

CloudFeast Customer Support

• Email: elitefranchisesph@gmail.com
• Phone: +63 926 056 3329
• Hours: 8AM – 8PM

Policy Updates

CloudFeast reserves the right to modify this Refund & Cancellation Policy at any time. Changes will be effective immediately upon posting on our website and app. Continued use of our services constitutes acceptance of any changes.

Compliance

This policy complies with the Consumer Act of the Philippines (Republic Act No. 7394) and relevant Department of Trade and Industry (DTI) regulations regarding consumer protection and food delivery services.

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