Refund Policy

Overview

This Refund Policy explains how refunds are handled for payments collected through the One Menu platform, operated by OneMenu Pvt Ltd (registered office: 278, Jalilabad Colony, Multan, Pakistan). It applies to payments made by Customers for Orders placed through:

• The customer-facing One Menu application and ordering channels; and
• White-label applications operated by our Sub-Merchants that use One Menu's integrated payment facilities.

When You Are Eligible for a Refund

Refunds are provided in two situations:

1. Cancelled Orders — where an Order is cancelled before it is prepared or dispatched.
2. Claimed Orders — where a Customer raises a valid claim about an Order that was received (for example, a wrong, missing, incomplete, or unacceptable item).

Refunds are only issued for payments that were successfully collected through the One Menu payment facility.

Cancelled Orders

If an Order is cancelled, the amount paid is eligible for a full refund. An Order may be cancelled:

• By the Customer, before the Merchant or Sub-Merchant has accepted or started preparing the Order;
• By the Merchant or Sub-Merchant, if they are unable to fulfil the Order (for example, an item is out of stock or the outlet is closed);
• Where payment was taken but the Order could not be placed or confirmed due to a technical error.

Once a full refund is approved for a cancelled Order, the full amount paid is returned to the Customer's original payment method.

Claimed / Disputed Orders

If a Customer receives an Order but there is a genuine problem with it, the Customer may raise a claim. Valid grounds for a claim include:

• Wrong item(s) delivered;
• Missing or incomplete item(s);
• Item(s) damaged, spoiled, or not in an acceptable condition on arrival;
• The Customer was charged an incorrect amount.

Valid claims are reviewed together with the relevant Merchant or Sub-Merchant. Depending on the outcome, a full or partial refund may be issued for the affected items. We may request supporting information (such as the order number and photos) to assess a claim.

What Is Not Refundable

Refunds are generally not available where:

• The Order was delivered correctly and accepted without a valid claim;
• The Customer has a change of mind after the Order has been prepared or dispatched;
• The claim is made after the time window stated at the point of purchase or is not supported by reasonable evidence;
• Incorrect delivery details were provided by the Customer, making fulfilment impossible.

How to Request a Refund

To request a refund or raise a claim, please contact the Merchant or Sub-Merchant you ordered from, or reach One Menu support with the following details:

• The order number or payment reference;
• The date of the Order;
• The reason for the refund or claim, with any supporting evidence.

Refund and claim requests should be raised as soon as possible after the issue is identified so they can be reviewed promptly.

Refund Method & Timing

Approved refunds are processed back to the original payment method used for the Order. We do not issue cash refunds for payments made electronically.

• Once approved, refunds are initiated promptly from our side.
• The time for the amount to appear in the Customer's account depends on the Customer's bank or payment provider and typically takes 5–10 business days.
• Any bank or payment-gateway fees are handled in accordance with the processor's terms.

Merchant & Sub-Merchant Responsibility

The Merchant or Sub-Merchant is the seller of the goods or services and is ultimately responsible for the fulfilment of Orders and for funding refunds for their Orders. One Menu facilitates the refund through the payment facility. Where a refund is due, the corresponding amount may be adjusted against the Merchant's or Sub-Merchant's settlement.

Chargebacks

If a Customer initiates a chargeback with their bank instead of requesting a refund through the normal process, the disputed transaction will be handled in accordance with the payment processor's and card network's rules. We encourage Customers to contact us first so that valid issues can be resolved quickly without a formal dispute.

Subscription Fees

This Refund Policy covers Customer payments for Orders. Refunds relating to One Menu platform subscription fees paid by Merchants are governed by our Terms & Conditions.

Contact Us

For any questions about refunds or to raise a claim, please contact us: