KwikFastHurry.com
Effective Date: [INSERT DATE] Last Updated: [INSERT DATE]
DRAFT — REVIEW BEFORE PUBLICATION. Bracketed items need real values. Two things matter more than the wording: (1) the time windows here must match Section 9 of your Terms and Conditions, and (2) under the Texas Deceptive Trade Practices Act, a published policy is a promise — you have to actually honor what this page says. See notes at the end.
If your order isn't right, we want to fix it. We're a small local team, and a bad delivery is a bigger deal to us than it is to a national app.
Contact us and a person will handle it — usually the same day.
[Report an order issue →] or email [SUPPORT EMAIL]
Cancel free of charge, directly in the app under [Orders → Cancel]. You'll be refunded in full.
Once a kitchen begins preparing your food, we may not be able to cancel without charge, because the restaurant has already incurred the cost of ingredients and labor. Depending on how far along the order is, you may be charged in part or in full.
Contact us immediately at [SUPPORT EMAIL / in-app support] and we'll do what we can.
We may cancel an order if the restaurant can't fulfill it, no Delivery Partner is available, your address falls outside our service area, we can't reach you at delivery, or we suspect fraud. You are never charged for an order we cancel before it's fulfilled, and the refund is issued automatically.
Report the issue within [48 hours] of delivery and include photos where relevant — they help us resolve things faster and let us give the restaurant useful feedback.
| Issue | What you get |
|---|---|
| Order never arrived | Full refund |
| Missing item | Refund for the missing item [plus proportional fees] |
| Wrong item or wrong order entirely | Full refund or replacement |
| Food arrived spilled, damaged, or inedible | Full or partial refund, case by case |
| Food arrived cold or badly degraded | Partial refund or credit, case by case |
| Restaurant closed or couldn't fulfill after confirming | Full refund |
| Delivered to the wrong address through our error | Full refund |
| Charged incorrectly or duplicate charge | Refund of the difference |
| Delivery more than [60] minutes past the estimate | [Credit of $X / partial refund of delivery fee] |
We'll always look at the specifics, but these usually fall outside the policy:
Refunds go back to your original payment method by default. They typically appear within [5–10] business days, depending on your bank — the timing is on their end, not ours.
You may instead choose KwikFastHurry credit, which is applied instantly and never expires. [Credit is issued at [the same value / a X% bonus] and can't be transferred or converted to cash.]
Tips go to your Delivery Partner.
If the problem was with the food — wrong, missing, or poorly prepared — the tip stands, since your driver did their job.
If the problem was with the delivery itself, contact us and we'll review the tip along with the rest of the order. You can also adjust a tip in-app within [24 hours] of delivery.
We resolve issues in good faith and expect the same. If an account shows a pattern of refund requests well outside the norm, we may ask for more detail, limit refunds to store credit, or restrict the account.
This isn't aimed at anyone who's had a run of bad luck — it's aimed at the small number of accounts that treat refunds as a discount. If we've flagged your account and you think we got it wrong, reply to us and a person will look at it.
If something's wrong, please contact us first. We can almost always resolve it faster than your bank can — a chargeback takes weeks and locks the funds in the meantime.
Filing a chargeback without contacting us may result in your account being suspended while the dispute is open, in line with our Terms and Conditions.
Refunds are assessed against the responsible party. Where the issue originates in the kitchen — missing, wrong, or improperly prepared items — the cost may be charged back to the Restaurant Partner under the [Restaurant Partner Agreement]. Where the issue is ours or a Delivery Partner's, we absorb it.
Partners can review and dispute assessed refunds in [the partner dashboard] within [PERIOD].
We may update this policy. Changes are posted here with a revised date and apply to orders placed after that date.
[FULL LEGAL ENTITY NAME] Support: [SUPPORT EMAIL] · [PHONE] Hours: [HOURS] [STREET ADDRESS], [CITY], Texas [ZIP]
Make the windows match your Terms. The T&C draft uses a bracketed reporting window in Section 9; whatever number you pick has to be identical in both documents. Conflicting timeframes across two published policies is the kind of inconsistency that loses disputes.
Under the Texas DTPA, this page is an enforceable promise. If you publish "full refund for missing items" and then routinely offer partial credit instead, that's a deceptive practice claim, not just a bad review. Write down only what you'll actually do — a stricter policy you honor is safer than a generous one you don't.
Decide the refund-versus-credit default deliberately. Credit is far better for cash flow and many platforms nudge toward it, but forcing credit when a customer asked for their money back is a common source of chargebacks and complaints. The draft offers credit as a choice, which is the defensible position.
The late-delivery row is the one to think hardest about. Your T&C says delivery estimates aren't guaranteed. If you promise refunds past a time threshold here, you've partly undone that. Either drop the row, or keep it small and discretionary (a modest credit rather than a refund) so it stays a goodwill gesture instead of a guarantee.
Section 8 needs your Restaurant Partner Agreement to back it up. You can't charge refunds back to a restaurant unless that agreement says you can and defines the dispute process. Right now it's a placeholder in both documents.
Your payment processor likely requires this page. Most require a visible, reachable refund policy before approving a merchant account — link it in the footer next to the Terms and Privacy Policy, and from the checkout page.
