Our Refund Policy

At GO, we want to ensure you have the best experience when using our service. While we strive for perfection, we understand that things can occasionally go wrong. That’s why we’ve created a clear refund policy to resolve any issues fairly and efficiently.

Please review our refund policy below, and if you have any questions or concerns, don’t hesitate to reach out to our support team. By placing an order with GO, you agree to these terms. This policy applies to all orders, and in the case of conflicts, these terms will take precedence.

Refund Guidelines

1. Missing Items: If an item is missing from your order, contact our support team within 3 hours with a photo of your order. We will deliver the missing item if possible. If not, you’ll receive a full refund for the missing item.

2. Wrong Orders: If you received the wrong order, let us know within 1 hour with a photo of the item. We will attempt to retrieve and replace it. If redelivery isn’t possible, you’ll get a refund for the incorrect item. Reporting issues outside this timeframe may result in partial compensation.

3. Taste or Quality Concerns: We don’t refund for personal preferences like taste, spice level, or quality. However, feedback shared within 24 hours will be passed to the vendor for improvement.

4. Complimentary Items: Complimentary items are goodwill gestures and are not eligible for refunds due to omission or perceived quality.

5. Order Customization Errors: If your customization request was not followed, contact us within 3 hours with a photo of the item. We’ll attempt redelivery or provide a partial refund based on the error’s impact.

6. Order Cancellation: You can cancel your order before the restaurant begins preparation. Once preparation starts, cancellations are no longer possible, and no refunds will be issued.

7. Order Modifications: Order changes must be made within 10 minutes of placing the order. If preparation has started, we can’t modify or refund the order.

8. Refused Deliveries: If you refuse an order for reasons other than receiving the wrong item, refunds will not be issued.

9. Failed Deliveries: Riders will wait 10 minutes upon arrival. If unreachable due to incorrect numbers or other issues, the order will not be refunded. You can request a redelivery within 90 minutes, but freshness is not guaranteed. Redelivery is unavailable after 8 PM for failed orders.

10. Doorstep Deliveries: Doorstep deliveries depend on the rider’s discretion. Please ensure access to your location or arrange pickup from secure spots like estate gates.

11. Payment Issues: If you’re charged for an unplaced order, contact us for a prompt resolution and refund.

12. Spilled Items: For spilled items, send us photos immediately. Refunds or partial compensation will depend on the severity of the issue.

13. Spoilt Meals: If you suspect your meal is spoilt, notify us within 1 hour for a fresh order or full refund.

14. Delivery Address Issues: If an incorrect address is provided, an additional fee will apply for redelivery to a new location. If the address is outside our delivery zones, no refund or redelivery will be provided.

15. Restaurant Cancellations: If a restaurant cancels your order, we’ll notify you and issue a full refund to your GO wallet.

17. Delivery Pins: Delivery pins ensure secure order handoffs. Share your pin only upon the rider’s arrival. Misuse of pins may result in disputes, and no refunds will be issued in such cases. Report any misuse to our support team.

Your satisfaction is our priority, and this policy is designed to protect your interests while maintaining fairness. For any concerns, our support team is always here to help!