Legal
We want you to love every bite. If something goes wrong, here is exactly how we make it right. Last updated: May 21, 2026.
1. Our Commitment to Quality
We stand behind every meal we prepare. If your order does not meet our quality standards, we will make it right.
All refund and replacement requests are reviewed on a case-by-case basis with fairness and transparency.
2. Eligibility for Refunds
Incorrect Orders: If you receive an item different from what you ordered, you are eligible for a full refund or free replacement.
Missing Items: If any item from your confirmed order is missing upon delivery, we will refund the value of the missing item or redeliver it at no cost.
Quality Issues: If your food arrives cold, damaged, or otherwise not up to standard, you may request a refund or replacement within 24 hours of delivery.
Late Delivery: If your order arrives more than 20 minutes past the estimated delivery time (excluding force majeure events), you may be eligible for a partial or full refund.
Inedible Food: If the food is spoiled, contaminated, or otherwise unsafe to consume, we will issue a full refund and may offer store credit as an apology.
3. What Is Not Eligible
Change of mind after the order has entered preparation (typically 2 minutes after order confirmation).
Dislike of taste, spice level, or personal preference when the item was prepared according to the menu description.
Issues arising from inaccurate delivery addresses provided by the customer.
Thefts or losses occurring after delivery has been confirmed and handed to the customer.
Discounted or promotional items marked as final sale in the offer terms.
4. How to Request a Refund
Submit your refund request through the "Order History" section in our app or website within 24 hours of delivery.
Alternatively, contact our support team via the Contact page or email at support@StacknSnack.com.
Include your order number, a description of the issue, and any supporting photos if applicable.
Our support team aims to respond to all refund requests within 2 hours during business hours.
5. Refund Processing
Approved refunds are typically processed within 5 to 10 business days.
Refunds are issued to the original payment method used for the order whenever possible.
If the original payment method is unavailable, the refund will be issued as Stack n Snack store credit.
Store credit never expires and can be used on any future order without restrictions.
6. Replacements and Redelivery
For missing or incorrect items, we offer the option of a free redelivery if you are willing to wait for the corrected item.
Redelivery is subject to kitchen operating hours and may not be available near closing time.
In cases where redelivery is not feasible, a full refund will be issued instead.
7. Partial Refunds
If only part of your order is affected, we will issue a partial refund equal to the value of the affected items, including applicable taxes and fees.
Delivery fees are refunded only if the entire order is refunded, not for partial refunds.
8. Cancellation Policy
Orders can be cancelled without penalty within 2 minutes of placing the order.
After 2 minutes, orders enter the kitchen preparation queue and cannot be cancelled.
In rare cases where a kitchen cannot fulfill an order due to ingredient shortage or equipment failure, we will automatically cancel the order and issue a full refund with a notification explaining the reason.
9. Dispute Resolution
If you are unsatisfied with the outcome of your refund request, you may escalate the matter to our Dispute Resolution team by emailing legal@stacknsnack.com.
Please allow up to 48 hours for escalation review.
We are committed to resolving all disputes fairly and maintaining your trust in our service.
