Refund & Dispute Policy

7-DAY DEADLINE: All refund requests must be made through our Help Center within 7 days of your order. We cannot process any requests made after this time.

1. How it Works

X-EATS is an online marketplace owned by Namcor LTD. We connect you with local businesses and independent drivers. When you place an order, you are buying food directly from the Restaurant, and the delivery is carried out by an independent driver.

2. Issues with Food or Drinks

If there is a problem with the quality of your food, incorrect items, or dietary mistakes, the Restaurant is responsible for the refund:

  • Evidence: You must provide clear photos of the problem item and the receipt.
  • What is refunded: Restaurants will refund the cost of the food and tax. **Service fees and delivery charges are generally not refundable** as the delivery was still completed.
  • Payment: If the Restaurant agrees to a refund, it will be sent back to your original payment method.

3. Issues with Delivery

3.1 Missing Orders: If your app says "Delivered" but you don't have your food, we will check the driver's GPS records. If we find the driver did not reach your location, we will issue a full refund.

3.2 Late Delivery: We do our best to give accurate estimates, but traffic and weather can cause delays. We do not offer refunds for late delivery unless the food arrives in an unusable condition.

3.3 No One Home: If the driver arrives and cannot reach you after 3 attempts, they are instructed to leave the order in a safe place or dispose of it. No refund will be given in this case.

4. Disagreement Reviews

Most issues are handled automatically by our support system. If a customer or restaurant asks for a member of our staff to manually review a case:

  • A 10% admin fee will be charged to the person or business found to be at fault to cover the cost of the investigation.
  • Once our team makes a final decision on a dispute, it is final.

5. Important Rules

Photo Quality

Photos must be clear. We cannot accept blurry or cropped images where we can't see the full context of the problem.

Bank Timelines

Once we approve a refund, it usually takes 5 to 10 working days to show up in your bank account.

Bank Chargebacks

If you ask your bank for a chargeback before talking to us, your account and device will be permanently banned from using X-EATS.

Mistakes

Because food is prepared fresh for you, we cannot offer refunds if you change your mind or accidentally ordered the wrong thing.

Need help? Contact: support@namcor.co.uk | Please include your Order Number.