Refund Policy

Last updated: 3/19/2026

1. Introduction

Hospeniel is an online food marketplace that connects customers with independent third-party food vendors. This Refund Policy explains the circumstances under which refunds may be issued and how refund requests are handled.

2. Eligibility for Refunds

Customers may be eligible for a refund under the following conditions:

  • Order was not delivered
  • Incorrect or incomplete order was delivered
  • Order was canceled before preparation began
  • Vendor failed to fulfill the order as described

3. Non-Refundable Situations

Refunds may not be issued in the following cases:

  • Change of mind after order preparation has begun
  • Customer provided incorrect delivery details
  • Delays caused by circumstances beyond vendor control
  • Failure to receive an order due to customer unavailability

4. Refund Request Process

To request a refund, customers must contact Hospeniel support within a reasonable time after the order issue occurs. Requests should include order details and a description of the issue.

5. Review and Resolution

All refund requests are reviewed by Hospeniel. We may contact the vendor involved to verify order details before making a decision. Approved refunds are processed back to the original payment method within a reasonable timeframe.

6. Vendor Accountability

Vendors are responsible for fulfilling orders accurately and on time. Repeated complaints or confirmed violations may result in penalties, suspension, or removal from the platform.

7. Disputes and Chargebacks

In the event of a dispute or chargeback, Hospeniel will investigate the issue and work with both the customer and vendor to reach a fair resolution. Funds may be temporarily withheld during dispute investigations.

8. Changes to This Policy

Hospeniel reserves the right to update this Refund Policy at any time. Continued use of the platform constitutes acceptance of the updated policy.

9. Contact Information

For refund-related questions, contact us at:
Email: support@hospeniel.com
Website: https://www.hospeniel.com