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Refund Policy

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DailyDrop Refund & Cancellation Policy

Company Name: DailyDrop-uk ltd

Jurisdiction: England and Wales, United Kingdom

Effective Date: 2026

1. Overview

At DailyDrop-uk ltd ("DailyDrop", "We", "Us", or "Our"), we strive to ensure that every order delivered through our Platform meets high standards of quality, accuracy, and freshness.

This Refund & Cancellation Policy outlines the terms and conditions under which refunds, order cancellations, or account credits are granted to customers ("You") using the DailyDrop platform.

2. Order Cancellations

A. Cancellations by the Customer

  • Before Merchant Acceptance: You may cancel an order free of charge via the DailyDrop App only if the local merchant (restaurant, store, or market) has not yet accepted or started preparing your order.

  • After Merchant Acceptance: Once a merchant has accepted or begun preparing your order, you cannot cancel or amend the order, and you will be charged the full order amount. This is because perishable items (food and fresh groceries) are prepared specifically to order and cannot be reused or resold.

B. Cancellations by DailyDrop or the Merchant

In rare circumstances, DailyDrop or the Merchant may need to cancel your order after acceptance due to:

  • An item being out of stock.

  • Adverse weather, severe traffic conditions, or driver unavailability.

  • Inability to verify age-restricted items upon delivery.

If an order is cancelled by Us or the Merchant, you will receive a 100% full refund back to your original payment method.

3. Eligibility for Refunds or Partial Credits

Because the products sold through DailyDrop are primarily perishable goods (freshly cooked food, meat, fruits, and dairy), standard UK 14-day statutory return rights for online goods do not apply under the Consumer Contracts Regulations 2013.

However, you are eligible to request a refund or account credit under the following specific circumstances:

Issue Description Potential Outcome
Missing Items An item from your confirmed order was omitted by the merchant. Partial refund or credit for the missing item.
Incorrect Items You received a completely different item from what you ordered. Refund or credit for the incorrect item.
Damaged Goods Items were severely damaged or spilled during transport, rendering them inedible. Partial or full refund depending on extent of damage.
Severe Quality Issues Food was uncooked, spoiled, or expired prior to delivery. Full or partial refund (requires photo evidence).
Non-Delivery Order was marked delivered but never arrived, and driver failed to make contact. 100% full refund.

4. Non-Refundable Circumstances

Refunds or credits will NOT be issued under any of the following circumstances:

  1. Incorrect Delivery Information: If you provided an incorrect delivery address or phone number, leading to an undeliverable order.

  2. Customer Unavailability: If the delivery driver arrives at your address, attempts to contact you via phone or app, and receives no response within 10 minutes, the order will be disposed of, and no refund will be provided.

  3. Change of Mind / Subjective Taste: Refunds are not granted for personal taste preferences (e.g., dish was too spicy, or you disliked the flavor) if the food was prepared according to the listed menu description.

  4. Failure to Report Promptly: Any claim submitted more than 24 hours after delivery will be automatically rejected.

  5. Age-Restricted Products: Failure to present valid UK photo ID (Passport / UK Driver's License) upon delivery for age-restricted items will result in cancellation of those items without a refund.

5. How to Request a Refund

To request a refund or report a problem with your order, please follow these steps:

  1. Open the DailyDrop App and go to Account -> My Orders.

  2. Select the specific order you experienced an issue with.

  3. Tap "Help" or "Report an Issue".

  4. Select the issue type (e.g., Missing Item, Damaged Food, Wrong Order).

  5. Upload Clear Photo Evidence: You must submit clear photos showing damaged items, incorrect labeling, or missing packaging labels. Refund requests without photo proof cannot be processed.

  6. Submit your request within 24 hours of the delivery time.

6. Refund Processing Time

  • Assessment: Our customer support team will review your request and photo evidence within 24 hours.

  • Processing: If approved, refunds are sent back to your original payment method (Debit/Credit Card).

  • Bank Clearance: Depending on your bank or card provider, funds typically take 3 to 5 working days to reflect in your bank account.

  • DailyDrop Wallet: If you choose to receive your refund as DailyDrop App Balance / Store Credit, it will be credited to your account instantly for immediate use on your next order.

7. Contact Us

If you have questions regarding an existing refund request or need assistance with an order issue, please contact our support team:

  • Company Name: DailyDrop-uk ltd