Refund Policy

At Green Dine BD, customer satisfaction and food quality are our top priorities. We stand behind every meal we deliver. This Refund Policy outlines the eligibility criteria, timelines, and procedures for refunds and meal replacements.

1. Eligibility for Refunds or Replacement

We issue full/partial refunds or instant meal replacements under the following verified circumstances:

• Incorrect Order Delivered: If you receive items different from your confirmed package or order.
• Quality Defect or Packaging Damage: If the food is damaged, spilled during transit, or fails to meet our strict quality and hygiene standards.
• Order Non-Delivery or Severe Delay: If your meal fails to arrive within the scheduled delivery window without prior notification from our team.
• Missing Items: If certain dishes or side items included in your meal package are omitted.

2. Non-Refundable Scenarios

Refunds will not be issued in the following situations:

• Incorrect address or phone number provided by the customer at checkout resulting in failed delivery.
• Customer unavailability or failure to receive the phone call/delivery rider at the specified address.
• Cancellation requests submitted after the cutoff time (food has already been prepared or dispatched).
• Personal taste preferences where food quality is otherwise fresh and sound.

3. Subscription Credit vs Cash Refund

• Meal Credits: For active monthly meal subscribers, approved refund amounts are instantly credited as "Meal Credits" in your Green Dine BD account to offset future billing.
• Direct Cash Refund: For one-time package orders or customer cancellations, direct monetary refunds will be issued.

4. How to Request a Refund

1. Report Promptly: Please notify our support team within 2 hours of meal delivery for quality concerns, or within 24 hours for missing items or payment discrepancies.
2. Provide Details & Photo: Take a photo of the affected dish/packaging and share it along with your Order ID via WhatsApp (+880 1700-000000) or email (support@greendinebd.com).
3. Review & Resolution: Our QA team will review your report within 1-2 hours and approve replacement or refund.

5. Processing Timelines

• bKash / Nagad / Rocket: Refund will be credited back to your wallet within 1 to 3 business days.
• Debit / Credit Card: Refund will reflect on your card statement within 3 to 5 business days depending on your issuing bank.
• Cash on Delivery Orders: Cash refunds will be adjusted on your next order or sent via Mobile Financial Service (MFS).