1. Order Cancellation Policy (Pre-Delivery)
| Status of Order | Refund Eligibility | Fee/Charge |
| Cancellation within 1 minute of placing the order. | 100% Refund of the entire Order Value. | None |
| Cancellation after 1 minute but before the Merchant has started preparation (for food) or the order has been processed (for groceries). | Full Refund of the entire Order Value. | None |
| Cancellation after the Merchant has started preparation (for food) or the Delivery Partner has been assigned. | No Refund is guaranteed. The Merchant has incurred costs and time. | 100% of the Order Value may be charged as a cancellation fee. |
| Cancellation once the order is "Out for Delivery" or the Delivery Partner has arrived at the pickup location. |
No Refund. |
100% of the Order Value will be charged as a cancellation fee. |
2. Refund Eligibility (Post-Delivery)
A full or partial refund will be provided only in the following scenarios, provided the issue is reported to HungerFresh Customer Support within 30 minutes of delivery:
| Issue | Required Evidence | Refund Outcome |
| Incorrect Item(s) Delivered | Photo of the incorrect item(s) and a comparison to the item listed on the receipt. | 100% Refund for the value of the incorrect item(s). |
| Missing Item(s) | Photo of the received order contents showing the missing item and a comparison to the receipt. | 100% Refund for the value of the missing item(s). |
| Damaged or Spilled Food/Groceries | Clear photo showing the damage or spillage that renders the item inedible or unusable. | Full or Partial Refund for the affected item(s), at the discretion of HungerFresh. |
| Quality Issues (e.g., raw, expired, foreign object) | Clear photo of the quality issue. The item must be returned to the Delivery Partner or retained for inspection upon request. | 100% Refund for the affected item(s). |
| Non-Delivery of Prepaid Order | Confirmation from the Delivery Partner or Merchant that the order was not delivered due to a fault of the Merchant, Delivery Partner, or a system error. | 100% Refund of the entire Order Value. |
A refund will generally NOT be granted in the following circumstances:
Change of Mind: You simply dislike the taste, texture, or appearance of a food item that matches the description and was delivered correctly.
Customer Error: The order was incorrect due to the customer providing the wrong address, wrong item selection, or incorrect special instructions.
Refused Delivery (Without Cause): The customer refuses to accept a correctly prepared and delivered order upon arrival.
Minor Delays: The order arrives late due to external factors like traffic, weather, or high demand, provided the delay is reasonable.
Reported Too Late: The issue is reported more than 30 minutes after the order was marked as delivered.
Consumption: A refund is requested after a significant portion of the food has been consumed or the grocery item has been used/opened.
Contact Support: You must contact HungerFresh Customer Support via the in-App chat or phone immediately upon discovering an issue.
Verification: Our Customer Support team will review your request, the evidence provided (photos), and coordinate with the Merchant and Delivery Partner. Our decision on the eligibility and amount of the refund is final.
Initiation: Once a refund is approved, it will be initiated immediately.
Processing Time:
Original Payment Source: Refunds typically take 5-7 business days to reflect in your original payment account (Credit Card, Debit Card, Bank Account, etc.), depending on your bank's policies.
HungerFresh Credit: You may opt for a refund in the form of HungerFresh App Credit, which is usually processed within 24 hours and can be used on your next order.
