Refund & Cancellation Policy

1. Important Summary

• No-cancellation after preparation starts: once a restaurant begins preparing your order, it cannot be cancelled or refunded (except where required by law).
• 2-hour reporting window: issues must be reported in the ManiDine app within two (2) hours of the delivery time.
• Cash vs. Credits transparency: for major failures (order not delivered or entirely incorrect), refunds are processed to the original payment method by default unless you choose ManiDine Credits.

2. Cancellations

When you place an order through ManiDine, restaurants often begin preparing it immediately. Because food is perishable, orders cannot always be cancelled.

No-cancellation window: once a Restaurant begins preparing an order, the order cannot be cancelled and is not eligible for a refund, except where required by law.

3. Reporting an Issue (2-hour rule)

To request a refund or ManiDine Credits, the issue must be reported through the ManiDine app within two (2) hours of the delivery time.

Reports made after this window may be denied because ManiDine may no longer be able to reasonably verify the issue.

4. What May Qualify for a Refund or Credits

Eligible resolutions may include a partial refund, full refund, or ManiDine Credits depending on the situation and review. Examples:

• Order never delivered (verified)
• Missing items (verified)
• Incorrect items delivered (verified)
• Order delivered to wrong address due to ManiDine/Driver error
• Severely damaged order due to delivery handling issues
• Quality/Safety issues: concerns such as food being undercooked or containing reported allergens (where the restaurant was notified in the order notes) will be reviewed with the restaurant for a potential refund or credit.

5. What Usually Does NOT Qualify

Some situations typically do not qualify for refunds or credits, except where required by law:

• Change of mind after ordering
• Delays caused by traffic, weather, or high demand
• Restaurant preparation delays
• Items disliked (taste preference)
• Issues reported after the 2-hour window
• Delivery issues caused by incorrect delivery address provided by the Customer

6. Food Safety & Tamper-Evident Packaging

Restaurants are encouraged to package orders using tamper-evident seals.

ManiDine is not responsible for the integrity of food once it has left the Restaurant, provided the Driver followed standard transit protocols, except where required by law.

7. How Refunds Are Issued

Approved resolutions may be returned to the original payment method or issued as ManiDine Credits, depending on the type of issue and review.

Refund timing depends on payment provider processing times. Some refunds may take several business days to appear on your statement.

ManiDine Credits are non-transferable, may have expiry rules as described in the app (if applicable), and may only be used within ManiDine.

8. Fraud Prevention & Abuse

ManiDine reserves the right to deny refunds or credits when we reasonably believe claims are frequent, abusive, or fraudulent.

We may suspend or terminate accounts that attempt to misuse the refund system.

9. Chargebacks

If you initiate an unauthorized or abusive chargeback, ManiDine may suspend your account and pursue collection of the disputed amount plus any payment processor fees incurred, to the extent permitted by law.

If you believe a charge is incorrect, we strongly recommend contacting ManiDine support first so we can resolve it fairly and quickly.

10. Consumer Protection Rights

This policy operates alongside applicable consumer protection laws in Alberta and Canada. Nothing in this policy limits any non-waivable consumer rights (including statutory cancellation rights where applicable), and “except where required by law” is intended to preserve those rights.

11. Contact Support

For refund and order issue support, contact us:

• Email: support@manidine.ca
• Location: Edmonton, Alberta, Canada