Club Desi – Refund Policy
Effective Date: 01/10/2025
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1. Overview
Club Desi is committed to a fair and transparent refund process in compliance with Australian Consumer Law (ACL). This policy explains how refunds are handled for both takeaway and delivery orders placed through our platform.
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2. Your Rights Under Australian Consumer Law
Under ACL, you are entitled to a remedy if:
• The food is not provided.
• The food is unsafe, spoiled, or not as described.
• There is a major failure in the service provided.
We do not offer refunds for change of mind or incorrect orders placed by the customer.
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3. Refund Process
Step 1: Contact the Restaurant via the App
• For takeaway orders: If you have an issue (e.g., incorrect items, poor quality), please raise it with the restaurant directly through the in-app support feature before leaving the premises.
• For delivery orders: Use the in-app support feature to contact the restaurant immediately after receiving your order.
• Most issues can be resolved quickly by the restaurant.
Step 2: Escalate to Club Desi
• If the restaurant does not provide a satisfactory resolution within 48 hours, you may escalate the issue to Club Desi by emailing: admin@clubdesi.com.au
• Include:
o Order ID
o Description of the issue
o Photos (if applicable)
o Proof of communication with the restaurant
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4. Club Desi Review
• We will review your case and may contact the restaurant for verification.
• Approved refunds will be processed within 5–10 business days to your original payment method.
• In some cases, we may offer credits for future orders instead of a cash refund.
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5. Exceptions
Refunds will not be provided if:
• You provided incorrect pickup or delivery details.
• You failed to collect your takeaway order within the agreed timeframe.
• You were unavailable to receive the delivery order.
• The issue was caused by factors outside our control (e.g., traffic delays, weather).
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6. Contact Us
For unresolved refund inquiries: Email: admin@clubdesi.com.au
