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Refund Policy

1. Introduction

At MxLovo, we strive to provide a seamless and reliable delivery experience. However, we understand that certain situations may require a refund. This policy outlines the conditions under which refunds are applicable and the process for requesting one.

2. Eligibility for Refunds

Refunds may be issued under the following circumstances:

  • Order Cancellation by MxLovo: If an order is canceled due to unavailability of items or lack of courier availability, a full refund will be processed.
  • Failed or Duplicate Transactions: If a user is charged multiple times for the same order due to a system error, the excess amount will be refunded.
  • Incorrect or Missing Items: If an order is delivered with missing or incorrect items, a partial or full refund may be issued upon review.
  • Undelivered Orders: If an order is not delivered within the estimated time due to issues beyond the customer's control, a refund may be considered.

3. Non-Refundable Situations

Refunds will not be issued in the following cases:

  • If the customer provides an incorrect address, leading to delivery failure.
  • If the customer refuses to accept the order without a valid reason.
  • If the order has been successfully delivered but the customer changes their mind.
  • If the issue is due to dissatisfaction with food taste or personal preference (for food orders).

4. Refund Request Process

To request a refund, users must:

  1. Contact MxLovo Customer Support via the app or email within 24 hours of order completion.
  2. Provide the order ID, proof of issue (photo, receipt, or description), and a valid reason for the refund request.
  3. Allow MxLovo up to 5-7 business days to review and process the request.

5. Refund Processing Time

  • Refunds will be processed to the original payment method within 7-10 business days after approval.
  • For wallet-based refunds, the amount will be credited instantly to the MxLovo Wallet for future use.

6. Changes to Refund Policy

MxLovo reserves the right to modify this refund policy at any time. Users will be notified of any changes through the app or official communication channels.

For any refund-related inquiries, please contact our customer support team via the MxLovo app.