LunchFox Refund Policy

Customers are able to request a refund through the LunchFox app. When an item is missing from the order or some/all of the order is incorrect, we refund the customer on behalf of the food vendor. These refunds will be labelled as “order error adjustments” on the vendor’s monthly LunchFox pay statement.

Reasons for Refunds

Customers are entitled to a refund if:

• Items are missing from their order
• Incorrect items are included in the order
• The entire order was incorrect
• Their order did not arrive
• Items in their order were deemed to be inedible

When single items are missing/incorrect from an order, we will refund customers the sale price of that item, correct at the time of sale (including GST/tax). If an entire order is incorrect, the customer is refunded the sale price of the entire order.  

As stated in clause 6.9 of the Catering Agreement, if we are required or decide to refund a customer for an entire order for any reason, food vendors will not be entitled to receive the commission for that order. For the avoidance of doubt, a vendor’s entitlement to the commission lapses if any orders are refunded, whether or not the meal was prepared, delivered or otherwise. If single items are refunded, vendors will receive their usual commission based on the new sale price of the revised order.

Refund requests are made through the app, with ‘reason for refund’ information collected. Every case will be evaluated on a case-by-case basis.