Refund Policy

Effective Date: July 1, 2025

Business Entity: Grill2Go FZ-LLC

1. General Policy

Due to the perishable nature of our food products and real-time preparation, Grill2Go generally does not offer refunds once an order is placed and confirmed. However, we are committed to customer satisfaction and will review refund requests on a case-by-case basis.

2. Eligible Refund Scenarios

Refunds may be considered in the following cases:

Failed Delivery: If your order was not delivered due to a confirmed error on our part.
Machine Malfunction: If a vending machine fails to dispense your order, and it is verified by our system logs or customer support.
Incorrect Order: If the item received is not what you ordered (e.g., wrong product, missing item).
Food Quality Issues: If the product is proven to be unsafe or clearly spoiled upon pickup/delivery. (Evidence such as photos must be submitted.)
Duplicate Payment: If you were charged more than once for the same order due to a technical error.

3. Non-Refundable Situations

Refunds will not be issued in the following scenarios:

Change of Mind after placing the order
Missed Pickup from a vending machine after the collection window has expired
Customer Unavailability at time of delivery
Late Pickup resulting in food being discarded for safety
Customizations or Special Orders once prepared

4. How to Request a Refund

If you believe your case qualifies for a refund, please follow the steps below:

a. Email Us

Send an email to grill2godxb@gmail.com within 2 hours of your order time. Include:

Order ID
Description of the issue
Photo evidence (if applicable)
Contact number

b. App Support Chat

If you ordered via the Grill2Go app, you can also use the in-app live chat to report the issue.

5. Processing Time

Refund requests are reviewed within 2–3 business days.
Approved refunds will be issued via the original payment method and may take 5–10 business days to reflect, depending on your bank.

6. Dispute Resolution

In the rare event that a refund dispute cannot be resolved, it may be escalated to:

Meydan Free Zone Authority or
UAE Consumer Protection Department (via Ministry of Economy)

We are a licensed UAE business and operate under Federal Law No. (15) of 2020 on Consumer Protection and applicable Free Zone regulations.

7. Contact Us

For further assistance regarding refunds:

📧 Email: grill2godxb@gmail.com

📞 Phone: +971521814596 / +971521950320

📍 Address:

Office: Meydan Grandstand, 6th Floor, Meydan Road, Nad Al Sheba, Dubai, UAE

Kitchen Location: Spaces Kitchens, Kitchen Center at WH63, Al Quoz 3, Dubai UAE

Business Name: Grill2Go FZ-LLC

Registered in: Meydan Free Zone