Reimbursement Policy

• Refunds due to missed orders or of similar nature

• Raise your request via our Zendesk Portal hereno later than 20 calendar daysfrom the date of the order 

• You will be required to include your invoice from the respective food delivery platform(s), clearly showing that the refund order amount was penalized

• Smart City Kitchens team will investigate if the mistake was made on our part

• For the lost sales resulted from our oversight, we will proceed with:

• Removing the order value from your Processing Fee charges

• Net off your order cost - Assumption will be at 35% of the food sales, or otherwise(if evidence is provided)

• Net of your OFO platform commission - Assumption will be at 28% of the food sales, , or otherwise (if evidence is provided)

• Other Adjustments on Processing Fee charges (e.g. operating hours different than processing hours)

• To avoid manual data collection errors, we strongly encourage you to complete the Hubster integration with all delivery platforms, especially if you have operating hours outside of 10am to 10pm

• For any adjustments on processing fee charges outside of these hours, please raise your request [e-mail] the following documents, no later than 20 calendar days from the invoice date: 

• Statements from your respective delivery platforms displaying order timings clearly (not required for partners integrated with Hubster)

• Detailed calculations on amount to be adjusted (not required for partners integrated with Hubster)

Kindly note that all refunds and/or adjustments will only be reflected via a credit note in your next billing cycle upon approval. There will not be any in-between cycle credit notes.

Please feel free to reach out to your Customer Success team if you have any further questions.