1.Standard Order Fulfilment

This section applies to all general online orders placed for immediate fulfilment or same-day pickup/delivery.

Cancellation Protocol

To maintain product quality and operational efficiency, all food preparation commences immediately upon confirmation.

Allowed Cancellation Window: A customer may submit a cancellation request for a standard order, eligible for a 100% refund, only if the request is received within 5 minutes of the time the order was placed

• Post-Window Policy: Cancellation requests received after the 5-minute window or once the order has entered the preparation queue are strictly ineligible for a refund. The full purchase price will be retained due to the perishable and customized nature of the product.

Procedure for Cancellation

Cancellation requests must be initiated immediately by telephone. Email notification is not sufficient for immediate order cancellation.

Contact Number for Cancellation:+1 984 321 0810 (Please reference your Order ID.)

2.Restaurant’s Right to Cancel

 We reserve the right to cancel an order under the following circumstances:

• Items are unavailable
• Operational or logistical issues arise
• Pricing errors or technical issues occur
• Safety concerns or delivery constraints exist

In the event that an order is canceled by the restaurant, the customer will receive a full refund to the original method of payment.

 3.Order Modifications

Once the order is confirmed, modifications are not guaranteed. Requests will be handled based on preparation status and staff availability.

4.Delivery Partner Cancellations (DoorDash/Uber Eats)
Orders placed through third-party delivery platforms are subject to the platform’s cancellation and refund policies. Customers must contact the platform directly.

5.Pre-Scheduled & Catering Orders

For large volume or catering orders requiring advance planning and scheduling, the following timelines and fees apply:

48 Hours or More Notice: Cancellation received more than 48 hours prior to the scheduled fulfilment time is eligible for a full refund, subject to a 5% administrative fee deducted from the total payment.

24 to 48 Hours Notice: Cancellations received between 24 and 48 hours prior to the scheduled fulfilment time will result in the forfeiture of a fee equivalent to 25% of the total order value. The remaining balance will be refunded.

Less than 24 Hours Notice: Orders cancelled less than 24 hours prior to the scheduled fulfilment time are ineligible for any refund. The full purchase price will be retained.

Procedure for Large Order Cancellation:

All pre-scheduled cancellation requests must be submitted in writing via email to catering@caravanexp.com and must include “Catering Cancellation Request – [Order ID]” in the subject line.

6.Order Discrepancies and Quality Disputes

Caravan Flame Express maintains strict quality control. Refunds or replacements are addressed solely based on verifiable errors attributable to the food preparation or fulfilment process.

Eligibility and Reporting

Refunds or replacements will be considered for verifiable issues, including:

• Incorrect item fulfilment or missing components.
• Verifiable quality or temperature issues at the time of pickup or delivery.

Reporting Requirement: The customer must report any such discrepancy within 2 hours of receiving the order.

Documentation and Resolution

The claim must be supported by the Order ID and clear photographic documentation emailed to contact@caravanexp.com. Resolution (replacement or partial/full refund for the affected item) remains at the sole discretion of Caravan Flame Express management upon review of the evidence.

Exclusions: Refunds will not be granted for subjective dissatisfaction (e.g., taste preference) or issues arising from factors outside our control (e.g., customer-provided incorrect delivery address, third-party delivery delays, or failure to collect the order promptly).

7.Refund Processing

All approved refunds will be processed back to the original method of payment. Processing time typically requires 5-10 business days, which may vary based on the customer’s financial institution.