Refund policy

Return & Refund Policy (Food & On-Site Service)

1. GENERAL POLICY

At ITSVA, we strive to ensure a high-quality experience for every order.

Due to the nature of prepared food products, all sales are final unless otherwise stated in this policy.

2. ELIGIBLE REFUND CASES

Refunds or credits may be issued at ITSVA’s sole discretion in the following situations:

  • Missing items from an order
  • Incorrect items delivered
  • Severe quality issues (e.g., inedible food)
  • Food safety concerns

Customers must provide clear evidence, including:

  • Photos of the issue
  • Order details
  • Description of the problem

3. NON-REFUNDABLE CASES

Refunds will NOT be issued for:

  • Personal taste preferences
  • Minor variations in appearance or portion
  • Delays in delivery
  • Change of mind after order is placed
  • Failure to read item descriptions or ingredients

4. TIMEFRAME FOR CLAIMS

All refund requests must be submitted within:

👉 24 hours after delivery

Requests submitted after this period may not be reviewed.

5. FORM OF REFUND

ITSVA reserves the right to issue refunds in the form of:

  • Store credit
  • Partial refund
  • Full refund (in rare cases)

Cash refunds are not guaranteed.

6. PLATFORM ROLE

ITSVA is a platform connecting customers with independent food vendors.

  • All food is prepared by third-party vendors
  • ITSVA does not directly produce food

Refund decisions are made by ITSVA to maintain customer experience, but food-related responsibility remains with the vendor.

7. FRAUD & ABUSE

ITSVA reserves the right to:

  • Deny refund requests suspected of abuse
  • Limit refund eligibility for repeat claims
  • Suspend or terminate accounts engaged in fraudulent behavior

8. CHARGEBACK POLICY

Customers agree to contact ITSVA support before initiating any chargeback.

Unauthorized chargebacks may result in:

  • Account suspension
  • Permanent ban from the platform

9. FINAL DECISION

All refund decisions made by ITSVA are final and binding.