ValkGo Refund Policy

At ValkGo, customer satisfaction is our priority. We are committed to providing a seamless delivery experience, and we understand that there may be instances where you are not completely satisfied with your order. This Refund Policy outlines the circumstances under which refunds may be issued and the process for requesting them.

1. General Refund Policy

Refunds may be issued under the following circumstances:

• Incorrect Order: If you receive an incorrect item that does not match your order.
• Missing Items: If part of your order is missing.
• Damaged or Poor Quality Items: If your order arrives with items that are damaged or of poor quality, including food that is cold or improperly packaged.
• Late Delivery: If your order arrives significantly later than the estimated delivery time and is no longer fresh or fit for consumption.

Refunds are issued based on a review of the situation, and may be in the form of:

• Full or partial refund to your original payment method.
• ValkGo credits to be used for future orders.

2. Refund Request Process

To request a refund, please follow these steps:

1. Open the ValkGo app or website and navigate to the "Order History" section.
2. Select the order you are dissatisfied with and click on "Report an Issue."
3. Provide details about the issue, including any evidence such as photographs or descriptions of the problem (e.g., wrong item, missing items, poor quality).
4. Submit your request within 24 hours of receiving your order for a prompt review.

Our customer service team will review your request and respond within 48 hours.

3. Non-Refundable Situations

Refunds will not be provided under the following circumstances:

• Customer Error: If you made an error when placing the order (e.g., incorrect address, wrong item selected).
• Change of Mind: If you change your mind after the order has been prepared or dispatched.
• Unavailable Refunds: If a refund request is made beyond 24 hours of receiving the order.

4. Delivery Fees and Promotions

• Delivery Fees: Delivery fees are generally non-refundable unless the entire order is canceled or the delivery is severely delayed due to an issue on ValkGo’s end.
• Promotions and Discounts: If a refund is issued for an order that used a promotional discount or coupon, the refund will be processed based on the final amount paid (after applying discounts). The promotion or discount will not be reapplied to future orders.

5. Cancellations

If you wish to cancel an order, cancellations must be made within 5 minutes of placing the order. Orders that have been prepared and are already on their way to you cannot be canceled, and you will be charged in full.

6. Third-Party Restaurants and Providers

Please note that ValkGo partners with third-party restaurants and service providers. While we facilitate the delivery process, the preparation of food and other products is the responsibility of the restaurant or provider. In cases of disputes related to food quality or other items, ValkGo will review the issue, but final decisions may rely on the restaurant’s feedback.

7. Contact Us

If you have any concerns or need assistance with a refund request, you can contact our customer support team at:

• Email: Contact@valkgo.com
• Phone: +213549650133
• Live Chat: Available in the ValkGo app

We aim to resolve all issues promptly to ensure your ValkGo experience is smooth and satisfying.

Important Notes:

• ValkGo reserves the right to refuse any refund request that does not meet the terms of this policy.
• By placing an order through ValkGo, you agree to the terms of this refund policy.