Refund Policy

At DCL, we strive to provide excellent courier and food delivery services to our customers/clients. However, we understand that sometimes issues may arise, and refunds may be necessary. This refund policy outlines the terms and conditions under which we will provide refunds to our customers/clients.

Scope

This refund policy applies to all services provided by DCL, including courier services and food delivery.

Eligibility for Refunds

Refunds will be considered in the following circumstances:

• Failed Delivery: If DCL fails to deliver an item or order within the agreed-upon timeframe, a refund will be provided. However, if the delivery manager finds it difficult to reach out to you for any reasons from your end, such as refusal to pick up your calls, incorrect delivery info, or phone switched off, no refunds will be provided. In such cases, our delivery managers will wait for another 15 minutes before returning your items to the office.
• Redelivery Requests: If your order fails, you can request a redelivery by reaching out to our support team. Please note that the redelivery period is only valid for 60 minutes, and after this time, you will not be eligible for a refund or redelivery. For orders being re-delivered, you will need to make a new delivery payment, excluding the service fee. Redelivery requests cannot be made for orders placed after 7 pm.
• Damaged or Lost Item: If an item is damaged or lost during transit, a refund or replacement may be provided. You are eligible for a refund if you reach out to our support team within 3 hours of confirming your order. We implore you to check your items/orders properly before the delivery managers leave.
• Wrong Address: Providing a wrong address may result in additional fees or failed delivery without refunds. We advise you to double-check your delivery info before we assign a manager to carry out your deliveries. Our support team will call you to provide proper direction, and an additional delivery fee may be requested to ensure we complete your delivery. However, if the delivery location is out of reach, no refunds will be made, and no items will be delivered.
• Order Cancellation: If an order is cancelled by the customer before the delivery process begins, a refund may be provided. You will also receive a full refund if the merchant cancels the order due to reasons on their end. However, if the order has been placed on transit and confirmed by you, you are not eligible for a refund or cancellation. In such cases, you can reach out to our support team to explore possible modifications to your delivery, subject to applicable terms and conditions.
• Quality Issues: If there are issues with the quality of orders or items delivered, DCL will not provide a refund. Instead, we will reach out to the merchant and lodge an appropriate complaint. Our rating system allows you to review your satisfaction with items or orders delivered from your preferred merchants, helping us improve our services.
• Wrong Order: If you receive the wrong order or item and still want your original order delivered, please contact our support team within one hour. We will attempt to pick up the wrong item and deliver the correct one. If we are unable to do so due to unforeseen circumstances, such as store closure, unfavorable weather conditions, items unavailable and more. We will issue a refund for the wrong item/order. Reporting issues outside this timeframe may affect our ability to guarantee redelivery or provide a refund.
• Refusal of Delivery: If you refuse a delivery for reasons other than receiving a wrong order, and cannot provide valid reasons, we will not provide a refund or compensation.
• Spilled Meals: If your order was spilled during delivery, please reach out to our support team within an hour. We will investigate and may issue a partial refund depending on the situation.
• Spoilt Meal: If you suspect a spoilt meal has been delivered, contact our support team within one hour of delivery. We will arrange for a new order or provide you with a full refund.

Special Notes

• Delivery Code and Confirmation: Delivery codes are in place to ensure that only you receive your order safely. Please share your codes only when the assigned delivery manager arrives or after confirming the delivery. Sharing the pin before the delivery manager's arrival may result in order disputes, and in such cases, you will not be eligible for a refund. It is unethical for a delivery manager to request your delivery codes before his arrival. In case you experience any situations of such, kindly report this to our Support Team immediately to investigate the matter.

Refund Procedure

• Contact DCL's support team within hours of the issue arising as stated in each section.
• Provide a detailed description of the issue and any supporting documentation (e.g., photos or videos of the items/orders).
• Allow DCL to investigate the issue from the parties involved and respond with a resolution.

Refund Timeline

Refunds will be processed within 2–3 business days of the refund being approved. Any alterations beyond these days will be properly communicated to the customers.

Refund Methods

Refunds will be issued through the original payment method used by the customer or any other means, depending on the situations we have on ground.

Changes to Refund Policy

DCL reserves the right to modify or update this refund policy at any time without prior notice.

By using DCL's services, customers acknowledge that they have read, understood, and agree to be bound by this refund policy.