Welcome to ELAYA Meals! We are committed to providing you with high-quality, nutritious, and delicious meals, along with exceptional customer service. Please take a moment to review our policies, which are designed to ensure a smooth and satisfying experience for all our customers.

 

1. Ordering Policy

• Order Placement: Orders can be placed through our website or authorized third-party delivery platforms. Ensure all order details are accurate, including pickup location, delivery address, and time slot.

• Order Confirmation: Upon placing an order, you will receive a confirmation email or SMS with your order details and estimated delivery or pickup time.

• Order Modification: If you need to modify your order, please contact our customer service team as soon as possible. Changes may not be possible after the order has been processed.

2. Pickup and Delivery Policy

• Pickup Locations: ELAYA Meals offers multiple convenient pickup locations across the city. Select your preferred location during the ordering process.

• Pickup Policy: Our delivery agents will wait for up to 15 minutes at your selected pickup point. If you do not collect your order within this time frame, you will need to pick it up from our main location at Rajarampuri, near Rajarshi Shahu Swimming Pool.

• Delivery Options: Home delivery is available through our third-party partners. Please note that delivery charges may apply, and prices may vary from our direct takeaway service.

• Delivery Timing: We strive to deliver your meals within the selected time slot. However, delivery times may vary due to factors beyond our control, such as traffic or weather conditions.

• The food will be delivered within 20 mins (if you've selected home delivery)

. Payment Policy

• Payment Methods: We accept various payment methods, including credit/debit cards, digital wallets, and Cash on Delivery (COD). Please choose your preferred payment option during checkout.

• Cash on Delivery: COD allows you to pay for your order in cash upon receiving your meal. Ensure you have the exact amount ready for a smooth transaction.

• Refunds: Refunds are only allowed for defective items. If you receive a defective item, the amount will be credited back to your original payment method within 5-7 business days. For COD payments, a refund will be issued as store credit or via bank transfer.

4. Cancellation and Refund Policy

• Order Cancellation: Orders cannot be canceled once placed. However, modifications to your order may be allowed within 5 minutes of placement. After this period, changes may not be possible.

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• Refund Process: If you qualify for a refund due to incorrect or defective items, the amount will be credited back to your original payment method within 5-7 business days. For COD payments, a refund will be issued as store credit or via bank transfer.

• Non-Refundable Items: Personalized meals or custom orders may not be eligible for refunds unless there is an issue with the order.

5. Quality Assurance

• Freshness Guarantee: ELAYA Meals is committed to delivering fresh and high-quality meals. If you are unsatisfied with the quality of your meal, please contact us immediately.

• Food Safety: We adhere to strict hygiene and safety standards in all our kitchens and during the delivery process.

6. Privacy Policy

• Data Collection: We collect personal information, such as your name, contact details, and payment information, to process your orders and improve our services.

• Data Protection: Your personal information is securely stored and protected. We do not share your data with third parties without your consent, except for processing your order and as required by law.

• Cookies: Our website uses cookies to enhance user experience and track website traffic. By using our website, you consent to our use of cookies.

7. Customer Service

• Support: Our customer service team is available to assist you with any questions, concerns, or issues related to your order. Contact us at 888-555-1734 or email us at contact@elayameals.online

• Feedback: We value your feedback and use it to improve our services continually. Please feel free to share your thoughts with us.

8. Terms and Conditions​

• Acceptance of Terms: By accessing and using our services, including our website and mobile applications, you agree to comply with and be bound by the policies outlined on this page. These terms constitute a binding legal agreement between you, the customer, and ELAYA Meals. Your continued use of our services signifies your acceptance of these terms in their entirety.

• Order Modifications:

• Modification Window: Once an order has been placed, it cannot be canceled. However, we understand that circumstances may change, and we offer a limited window of opportunity for you to modify your order before it enters the preparation stage. To request a modification, please contact our customer service team immediately after placing your order.

• Eligible Modifications: Depending on the status of your order, eligible modifications may include changes to the delivery time, pickup location, or adjustments to the items ordered. All modifications are subject to availability and cannot be guaranteed.

• Procedure for Modifications: To modify your order, please call our customer service team at 888-555-1734 or email us at connect@elayameals.online . Provide your order number and the specific changes you would like to make. Our team will confirm whether the modification is possible and provide further instructions.

• Modification Deadline: Modifications must be requested within a specific time frame, typically within 5-10 minutes of placing your order, depending on the nature of the order and the current demand. Once the preparation process has begun, no further changes can be made.

• Confirmation of Changes: Any approved modifications will be confirmed via email or SMS. If you do not receive confirmation, please contact customer service to ensure your request was processed.

• These terms are in place to ensure the highest quality of service and product delivery, allowing us to meet our commitment to freshness and timeliness for all customers

•  By using our services, you agree to abide by the policies outlined on this page.

• Changes to Policies: ELAYA Meals reserves the right to update or modify these policies at any time. We recommend reviewing this page periodically for the latest updates.

Thank you for choosing ELAYA Meals. We look forward to serving you delicious and wholesome meals!