Refund Policy

Effective Date: June 13, 2026 | Last Updated: June 13, 2026

1. Introduction

At Zupas, we take great pride in delivering high-quality food products and an exceptional dining experience to every customer. We understand that occasionally, issues may arise with your order, and we are dedicated to resolving them fairly and promptly. This Refund Policy governs all purchases made through our website mealzupas.click and applies to all food orders, meal packages, and related services offered by Zupas.

By placing an order with us, you agree to the terms set forth in this Refund Policy. We encourage all customers to review their orders carefully before submission. If you have any questions or concerns, please do not hesitate to contact us at [email protected].

This policy has been drafted in accordance with applicable United States consumer protection laws, including guidelines set forth by the Federal Trade Commission (FTC) Act, and relevant state-level consumer protection regulations.

2. Eligibility Conditions for Refunds

Not all orders automatically qualify for a refund. To be considered eligible for a refund, one or more of the following conditions must be met:

• Incorrect Order: You received food items that are different from what you ordered, including wrong items, missing items, or incorrect customizations.
• Food Quality Issues: The food delivered was spoiled, contaminated, undercooked, overcooked, or otherwise unfit for consumption at the time of delivery or pickup.
• Non-Delivery: Your order was confirmed and charged but was never delivered within a reasonable timeframe without prior notice from Zupas.
• Significant Delay: Your order arrived significantly later than the estimated delivery window provided at the time of ordering, causing the food to be unsuitable for consumption.
• Allergen Mislabeling: Food items were delivered containing allergens that were not disclosed in the product description or were contrary to special dietary instructions you clearly specified at checkout.
• Duplicate Charges: You were charged more than once for the same order due to a technical or billing error on our part.
• Order Cancellation: You cancelled your order within the permitted cancellation window as described in Section 9 of this policy.

Refund eligibility is assessed on a case-by-case basis. Zupas reserves the right to request supporting evidence, such as photographs of the food, order confirmation details, or a written description of the issue, before approving a refund.

3. Timeframes for Refund Requests

To ensure a fair and efficient refund process, all refund requests must be submitted within the following timeframes:

Refund requests submitted after the above deadlines may not be honored except under extraordinary circumstances, which will be evaluated at Zupas's sole discretion. We strongly advise customers to inspect their orders immediately upon receipt.

4. Non-Refundable Items and Services

Certain items and circumstances are not eligible for refunds. The following are generally non-refundable:

• Consumed Food: Orders or portions of orders that have been substantially consumed are not eligible for a refund, except in cases of documented food safety concerns.
• Change of Mind: Refunds will not be issued if you simply change your mind about your order after it has been prepared or dispatched.
• Incorrect Address or Delivery Instructions: If a delivery fails or is delayed due to an incorrect address or insufficient delivery instructions provided by the customer, no refund will be issued.
• Customization Preferences: Minor deviations in presentation or portion size that do not materially affect the food product do not qualify for a refund.
• Promotional or Discounted Items: Items purchased as part of a limited-time promotion or at a discounted rate may have restricted refund eligibility, as communicated at the time of the promotion.
• Service Fees and Delivery Charges: Platform service fees and third-party delivery charges are generally non-refundable unless the fault lies entirely with Zupas or our delivery partner.
• Gift Cards and Credits: Zupas gift cards and promotional credits are non-refundable and non-transferable once issued.

5. How to Request a Refund — Step-by-Step Process

To initiate a refund request, please follow these steps carefully:

1. Step 1 — Contact Us Promptly: Reach out to our customer support team as soon as you identify the issue. You can contact us via email at [email protected] or through our website at mealzupas.click. Ensure your request is submitted within the applicable timeframe specified in Section 3.
2. Step 2 — Provide Order Information: Include your full name, email address used at checkout, order number, and date of purchase in your refund request. This helps us quickly locate your transaction in our system.
3. Step 3 — Describe the Issue: Clearly explain the reason for your refund request. Provide as much detail as possible, including the specific items affected, the nature of the problem, and when you first noticed the issue.
4. Step 4 — Submit Supporting Evidence (If Applicable): Where possible, attach photographs or videos of the food items in question. This evidence significantly expedites the review process and increases the likelihood of a swift resolution.
5. Step 5 — Await Confirmation: Once we receive your refund request, our customer support team will send you an acknowledgment email within 1–2 business days. We may reach out for additional information if needed.
6. Step 6 — Review and Decision: Our team will assess your request and notify you of our decision within 3–5 business days of receiving all necessary information. We will inform you whether your refund has been approved, partially approved, or denied, along with an explanation.
7. Step 7 — Refund Issuance: If your refund is approved, it will be processed according to the payment method timelines outlined in Section 6 below.

6. Refund Processing Times by Payment Method

Once a refund has been approved by Zupas, please allow the following processing times based on your original payment method:

7. Partial Refunds

In certain circumstances, Zupas may issue a partial refund rather than a full refund. Partial refunds may apply in the following situations:

• Only a portion of your order was affected by an issue (e.g., one item out of a multi-item order was incorrect or missing).
• The food was delivered late but was still consumable, and the delay caused minor inconvenience rather than a total loss.
• The customer has already consumed part of the order before reporting the issue.
• A promotional discount or coupon was applied at checkout, and the refund will reflect the actual amount paid for the affected item(s).
• There was a minor quality concern that did not render the entire order unusable or inedible.

The amount of any partial refund will be determined by Zupas based on a fair assessment of the issue and the value of the affected items. We are committed to reaching an equitable resolution in all cases.

8. Exchange Policy

Due to the perishable nature of food products, direct item exchanges are generally not feasible once an order has been prepared and dispatched. However, Zupas may offer the following alternatives in lieu of a monetary refund:

• Replacement Order: In cases where an incorrect item was delivered or a significant quality issue is identified promptly, Zupas may, at its discretion, dispatch a replacement order at no additional cost to the customer. Replacement orders are subject to availability and operational capacity at the time of the request.
• Store Credit: As an alternative to a monetary refund, customers may opt to receive Zupas store credit equivalent to the refundable amount. Store credits are applied to your Zupas account and can be used toward future orders on mealzupas.click.
• Discount Voucher: In certain situations, Zupas may offer a discount voucher for a future order as a goodwill gesture, particularly for minor issues that do not warrant a full refund.

All exchange options are subject to availability and are offered at the sole discretion of Zupas. Customers will be informed of available options during the refund resolution process.

9. Cancellation Policy

We understand that plans can change. The following cancellation terms apply to orders placed through mealzupas.click:

9.1 Standard Orders

• Before Preparation Begins: Orders cancelled before they enter the preparation stage are eligible for a full refund. Cancellations at this stage must be made within 5 minutes of order placement.
• During Preparation: Once an order has entered the preparation phase, cancellations are generally not accepted. However, if a cancellation is approved at this stage, a partial refund may be issued at Zupas's discretion, accounting for costs already incurred.
• After Dispatch: Orders that have already been dispatched for delivery cannot be cancelled. No refund will be issued for cancellation requests made after an order has been dispatched.

9.2 Scheduled or Pre-Orders

For scheduled or pre-orders (orders placed in advance for a future date or time):

• Cancellations made more than 24 hours before the scheduled delivery or pickup time are eligible for a full refund.
• Cancellations made between 2 and 24 hours before the scheduled time may be eligible for a partial refund or store credit.
• Cancellations made less than 2 hours before the scheduled time are generally not eligible for a refund, as preparation may have already begun.

9.3 Catering or Bulk Orders

For catering orders or bulk food orders above a specified minimum value, separate cancellation terms may apply. These terms will be communicated to you at the time of placing a catering order. Generally, a minimum of 48–72 hours advance notice is required for cancellation of catering orders to receive a full refund.

10. Dispute Resolution Process

If you are dissatisfied with the outcome of your refund request or believe your concern has not been adequately addressed, Zupas provides the following dispute resolution process:

10.1 Internal Escalation

You may request that your case be escalated to a senior member of our customer service team or management by clearly stating your request in a follow-up email to [email protected] with the subject line: "Refund Dispute Escalation — [Your Order Number]". Our management team will review your case and respond within 5 business days.

10.2 Chargeback Rights

Customers retain the right to dispute charges with their bank or credit card issuer (chargeback) as provided under applicable U.S. banking regulations and the Fair Credit Billing Act (FCBA). We encourage customers to attempt resolution with Zupas directly before initiating a chargeback, as chargebacks can delay resolution and may result in your account being flagged.

10.3 FTC and Consumer Protection Resources

If you believe Zupas has engaged in unfair or deceptive practices, you have the right to file a complaint with the Federal Trade Commission (FTC) at www.ftc.gov, or with your state's Attorney General office. We are committed to complying with all applicable federal and state consumer protection laws.

10.4 Informal Resolution

Before resorting to formal dispute channels, we strongly encourage customers to engage in good-faith communication with our team. The vast majority of issues can be resolved quickly and satisfactorily through direct dialogue. We are committed to treating every customer fairly and with respect.

11. Special Circumstances and Force Majeure

In the event of extraordinary circumstances beyond Zupas's reasonable control — including but not limited to severe weather events, natural disasters, public health emergencies, supply chain disruptions, or other force majeure events — our standard refund and cancellation timelines may be affected. We will communicate any such impacts transparently via our website and email notifications. Refund eligibility during force majeure events will be assessed on a case-by-case basis, and we will endeavor to offer fair resolutions including store credits or rescheduled deliveries where monetary refunds are not feasible.

12. Amendments to This Policy

Zupas reserves the right to update, modify, or revise this Refund Policy at any time. Any changes will be posted on our website at mealzupas.click with an updated effective date. We encourage customers to review this policy periodically. Continued use of our services following the posting of changes constitutes your acceptance of the revised policy.

13. Contact Information for Refund Requests

For all refund inquiries, cancellation requests, or dispute escalations, please contact our customer support team using the details below. We are committed to responding to all inquiries as promptly as possible.

This Refund Policy was last updated on June 13, 2026, and is effective immediately for all orders placed on or after this date.