Refund Policy

1. Overview

Menu Enterprises LLC (“Menu,” “we,” “us,” or “our”) operates an online ordering and restaurant management platform accessible at Menu.com and through our mobile applications. This Refund Policy governs refund requests for food and beverage orders placed by customers (“you” or “your”) through the Menu platform.

By placing an order through Menu, you acknowledge and agree to the terms outlined in this policy. This policy applies to all orders facilitated through our platform, whether for delivery or pickup, across all participating restaurant partners.

2. Eligibility for Refunds

You may be eligible for a full or partial refund in the following circumstances:

• Wrong items received — Your order contained items you did not request or that differ materially from what was listed on the menu.
• Missing items — One or more items from your confirmed order were not included in the delivery or pickup.
• Food quality issues — Items arrived in a condition that renders them inedible, unsafe, or significantly different from their description (e.g., spoiled ingredients, incorrect temperature for hot/cold items).
• Order never delivered — Your order was marked as delivered but was not received at the specified delivery address.
• Duplicate charges — You were charged more than once for the same order due to a system or payment processing error.

3. Non-Refundable Situations

Refunds will generally not be issued in the following scenarios:

• Change of mind — You placed an order and no longer want it after the restaurant has confirmed and begun preparing it.
• Delays due to high demand — Delivery or preparation took longer than the estimated time due to peak hours, weather conditions, or unusually high order volume.
• Minor discrepancies — The restaurant made a reasonable substitution (e.g., a different garnish, equivalent side item) and the substitution was communicated through the platform prior to or at the time of delivery.
• Accepted pickup orders — Orders that were picked up in person and accepted by you at the restaurant location. By accepting the order at pickup, you confirm that the items are satisfactory.

4. How to Request a Refund

There are two ways to submit a refund request:

Through Your Account

Log in to your Menu account on the website or mobile app, navigate to your Order History, select the order in question, and tap “Report an Issue.” Follow the on-screen prompts to describe the problem and submit your request.

Via Email

Send an email to support@menu.com with the following information:

• Your order number
• A clear description of the issue
• Photographs of the affected items, if applicable (e.g., wrong items, damaged packaging, food quality concerns)
• Your preferred resolution (refund or credit)

5. Refund Processing

Once your refund request is received, our support team will review the details and may follow up with additional questions. Here is what to expect:

• Review period — Refund requests are typically reviewed within 2 business days of submission.
• Refund method — Approved refunds are issued to the original payment method used for the order.
• Processing time — Once approved, refunds may take 5 to 10 business days to appear on your statement, depending on your bank or payment provider.
• Partial refunds — If only part of your order was affected (e.g., one missing item out of five), a partial refund proportional to the issue may be issued rather than a full refund.

6. Restaurant Partner Refunds

This section applies to restaurant partners operating on the Menu platform.

• Customer-facing refunds — Menu handles all customer-facing refund communications and processing. Restaurant partners are not required to issue refunds directly to customers for orders placed through the platform.
• Chargeback disputes — Restaurant partners may dispute refund adjustments if they believe the refund was issued in error. Disputes must be submitted through the Menu Partner Dashboard within 14 days of the adjustment.
• Revenue adjustments — When a customer refund is approved, the corresponding adjustment will be reflected in the restaurant partner's next scheduled payout cycle. Detailed breakdowns are available in the Partner Dashboard under Payouts & Adjustments.

7. Promotional Credits and Coupons

For orders placed using promotional codes, discounts, or Menu credits:

• Refunds are calculated based on the actual amount paid after all discounts and promotions have been applied. The promotional discount itself is not refundable.
• At our discretion, refunds may be issued as Menu credit rather than a cash refund to your original payment method. Menu credits are applied automatically to your next order and do not expire.
• If a promotional code was a one-time use offer, it will not be reinstated following a refund.

8. Chargebacks

We strongly encourage you to contact Menu support before initiating a chargeback or payment dispute with your bank or credit card provider. In most cases, we can resolve the issue faster and more favorably through our internal refund process.

If a chargeback is filed, Menu will cooperate fully with the payment processor's investigation and provide all relevant order and delivery documentation. Please note that filing a chargeback for an order that has already been refunded may result in a reversal of the refund and potential restrictions on your Menu account.

9. Changes to This Policy

Menu reserves the right to update or modify this Refund Policy at any time. When we make material changes, we will notify you through one or more of the following methods:

• Email notification to the address associated with your account
• In-app or platform notification
• Updating the “Last updated” date at the top of this page

Your continued use of the Menu platform following any changes constitutes your acceptance of the revised policy. We encourage you to review this page periodically.

10. Contact Us

If you have questions about this Refund Policy or need assistance with a refund request, our support team is here to help.