Return & Refund Policy

Learn about our return process and refund conditions.

📜 LOCALBITES RETURN & REFUND POLICY

Effective Date: 24/02/2026

LocalBites operates as a technology marketplace connecting customers with independent restaurants and delivery partners.

1️⃣ Nature of Products

Due to the perishable nature of food and beverages:

  • All sales are considered final once prepared.

  • Food items cannot be returned after delivery.

2️⃣ Order Cancellation Policy

Before Restaurant Acceptance

Customers may cancel an order before the restaurant accepts it for a full refund.

After Restaurant Acceptance

Once a restaurant has accepted and begun preparing an order:

  • The order cannot be cancelled.

  • Refunds will not be issued for change of mind.

  • Refunds will not be issued for delivery delays outside our control.

This is because food preparation begins immediately upon acceptance.

3️⃣ Eligible Refund Situations

Customers may qualify for a refund (partial or full) under the following circumstances:

✔ Wrong Order Delivered

If the items delivered do not match the order placed, the customer qualifies for a full refund of the order value, including service and delivery fees.

✔ Missing Items

If specific items are missing:

  • Refund will apply to the missing items only.

  • Service fee portion relating to those items may also be refunded.

✔ Damaged or Compromised Food

If food arrives:

  • Severely damaged

  • Spilled

  • Unfit for consumption

A refund may be issued after review.

✔ Order Not Delivered

If an order is marked delivered but not received:

  • An investigation will be conducted.

  • If confirmed undelivered, a full refund will be issued.

4️⃣ Non-Refundable Situations

Refunds will not be granted for:

  • Change of mind

  • Incorrect address provided by customer

  • Failure to answer driver calls

  • Minor delays due to traffic or weather

  • Personal taste preferences

  • Minor packaging issues that do not affect food quality

5️⃣ Refund Request Process

To request a refund:

  • Contact hello@localbites.co.ls within 24 hours of delivery.

  • Provide:

    • Order number

    • Description of issue

    • Clear photo evidence (where applicable)

Failure to provide supporting evidence may result in denial of refund.

6️⃣ Refund Method & Timeline

Approved refunds will be processed:

  • Back to original payment method, or

  • To LocalBites Wallet (if selected)

Processing time:

  • 3–7 business days (depending on bank or payment provider).

7️⃣ Abuse & Fraud Prevention

LocalBites reserves the right to:

  • Deny refund requests where abuse is suspected.

  • Suspend accounts with excessive refund claims.

  • Investigate suspicious activity.

🔒 Professional Additions I Recommend

To make this more mature and scalable:

1️⃣ Add a “Goodwill Credit” Clause

Allow yourself flexibility:

LocalBites may, at its sole discretion, issue promotional credits as a gesture of goodwill even where a refund is not strictly required.

This protects your reputation without admitting liability.

2️⃣ Add Partial Refund Flexibility

Instead of always full refund:

Refund amounts are determined at LocalBites’ discretion based on the nature and severity of the issue.

3️⃣ Add Liability Limitation

At the bottom:

LocalBites’ maximum liability shall not exceed the total value of the order placed.

Very important.