1.Scope of Refund Eligibility

Refunds are considered only for verifiable errors directly attributable to the preparation or fulfilment process of Caravan Flame Express. Refunds are not applicable to:

• Subjective dissatisfaction with taste, preference, or preparation methods that conform to the advertised item description.
• Orders that were correct but failed to be collected by the customer.
• Orders that were already collected.
• If third party platforms are used for order delivery, you may reach out respective platform for refund rules.
• Issues arising from delays, incorrect addresses, or handling once the order has left our custody (e.g., third-party delivery issues).

2.Eligible Conditions for Refund

A customer may be eligible for a refund (full or partial) or a replacement item solely under the following circumstances:

Incorrect Item: The customer received a food item different from what was ordered and charged for.

Missing Item: A confirmed, charged item was omitted from the order.

Verifiable Quality Failure: The food received was demonstrably unfit for consumption (e.g., severe undercooking, foreign object contamination, or temperature issues directly attributable to our holding process).

Mandatory Reporting Procedure

To initiate a refund request, the following procedure must be strictly adhered to:

Reporting Deadline

The customer must notify Caravan Flame Express of the discrepancy within two (2) hours of the scheduled pickup time or confirmed delivery time. Claims received outside this window will not be considered.

Documentation Requirements

All refund requests must be submitted in writing via email and must include the following mandatory documentation:

• The customer’s full name and contact information.
• The Order ID and the exact time of fulfilment.
• A precise description of the discrepancy or failure.
• Clear photographic evidence documenting the issue or incorrect item.

Email for Refund Requests:contact@caravanexp.com

Refund Determination and Processing

Review and Determination

Upon receipt of the required documentation, the management of Caravan Flame Express will review the claim. The final determination of refund eligibility, including the decision to issue a full refund, a partial refund, or a replacement, is at the sole discretion of Caravan Flame Express.

Processing Time

Approved refunds will be processed back to the customer’s original method of payment. Customers should anticipate a processing period of five (5) to ten (10) business days for the credit to reflect in their account, subject to the policies of the customer’s financial institution.

We thank you for your understanding and cooperation with these professional guidelines, which allow us to maintain fairness and operational standards in our service.