Last Updated: 18/08/2025
This Refund Policy outlines the terms and conditions under which customers may be eligible for a refund for orders placed through the Bento Delivery Service food delivery application.
You may be eligible for a full or partial refund under the following circumstances:
Incorrect Order: You received an item that was not what you ordered (e.g., wrong dish, wrong size, or missing an ordered item).
Missing Items: An item that you paid for is missing from your delivery.
Poor Food Quality: The food you received is inedible due to spoilage, undercooking, or other quality issues. This does not include personal taste preferences.
Late Delivery: Your order was delivered significantly later than the estimated delivery time provided at checkout. Please note that delivery times can be affected by factors outside of our control (e.g., traffic, weather), and we will only offer a refund in cases of extreme and unreasonable delays.
Order Canceled by Restaurant or Driver: Your order was accepted and paid for, but the restaurant or driver canceled it without your consent.
We generally do not provide refunds or replacements for the following:
Change of Mind: You no longer want the food after the order has been placed and the restaurant has begun preparing it.
Personal Taste: You do not like the taste or preparation of the food, but it is not defective or of poor quality.
Damage After Delivery: The food or packaging was damaged after it was delivered to you.
Expired or Invalid Vouchers/Coupons: Orders placed using expired or invalid promotional codes are not eligible for a refund.
To request a refund, you must follow these steps:
Contact Us Immediately: You must contact our customer support team within 3 hours of receiving your order.
Provide Proof: You will be required to provide clear photographic or video evidence of the issue (e.g., a photo of the incorrect or spoiled food, or the delivery receipt showing a missing item).
Order Information: Provide your order number, the name of the restaurant, and a detailed description of the problem.
You can contact our customer support team through the following channels:
In-app chat support
Email: support@bentolao.com
Phone: +8562055883334
Once your refund request is submitted, our team will review the provided information.
Investigation: We may contact the restaurant and/or the delivery driver to verify the details of your claim.
Decision: We will notify you of the approval or rejection of your refund request within 3 business days.
Refund Issuance: If your refund is approved, it will be processed and a credit will automatically be applied to your original method of payment within 3 business days. The time it takes for the refund to appear on your statement may vary depending on your bank or credit card company.
The type of refund you receive will depend on the nature of the issue:
Full Refund: A full refund may be issued for an entire order that was incorrect, missing, or canceled by the restaurant.
Partial Refund: A partial refund may be issued for specific items that were incorrect or missing from an otherwise correct order.
If you have any questions about our refund policy, please do not hesitate to contact us at +8562055883334.
Disclaimer: Bento Delivery Service reserves the right to modify this refund policy at any time. Any changes will be posted on this page. By using our service, you agree to the terms of this refund policy.
