Our support policies are designed to assist customers with issues related to their orders, including problems with delivery, refunds, and customer service.

These policies typically include a few key areas of service:

1.  Customer Support Channels:

• In-App Support: Food Bond have a built-in support feature that allows customers to reach out directly from the app. This may include:

• Live Chat: Immediate support with customer service agents.
• Help Section/FAQs: Self-service support to address common issues like order status, cancellation, and refunds.
• Email Support: An option to email the support team for more complex issues.
• Phone Support: We offer phone numbers in our portals to contact customer service.

• Website Support: Customers can visit the app's official website to access FAQs, chatbots, or submit a support request.

2.  Order Issues and Complaints:

• Missing Items: If an order is incomplete, we allow our customers to report the missing item(s) through customer support, where they will either offer a refund or re-deliver the item.
• Incorrect Orders: In case the wrong items are delivered, you can usually report the issue to customer support to resolve it by either refunding the purchase or delivering the correct order.
• Quality and Temperature Issues: If the food is in poor condition, you can contact support for a possible refund, replacement, or account credit.
• Damage or Spillage: If food arrives damaged (spilled, crushed, etc.), you can submit a complaint with photographic proof to get assistance. 

3.  Refund and Compensation:

• Refund Requests: Refunds are typically available when there are issues like incorrect orders or damaged goods will be initiated refunded or returned and customer would be provided back their money refunds would take a minimum of 4-7 business working days
• Compensation for Delays: In some cases, if a delivery is significantly delayed, customers may be eligible for partial compensation, like a discount or promo code for a future order.

4.  Order Cancellations:

• Cancellation before Preparation: Customers can typically cancel an order within a few minutes of placing it.
• Cancellation after Preparation: Once an order is in progress or dispatched, cancellation options may be more limited.

5.  Safety and Security Support:

• Account and Payment Issues: Support for handling any security concerns related to your account, payment issues, or fraud can be addressed through customer service.
• Health and Safety Concerns: If there's an issue with the food being unsafe (e.g., food allergies or contamination), these cases are usually addressed on a case-by-case basis and may lead to refunds or further action. (Note: products come from a long place and also the duration of the product may vary according to the temperature climate of the particular place and containers kept)

6.  Special Promotions or Discounts:

• For issues with promotions or discount codes, customer support may help resolve any technical issues related to applying codes or offer alternative compensation.