OVA

REFUND POLICY

Overview

If there is an issue with your order, including incorrect items, missing items, payment issues, or quality-related concerns, please contact the restaurant as soon as possible after receiving your order.

Each restaurant operating through the OVA platform is responsible for the preparation, quality, and delivery of its products and services.

Eligible Cases

Refund requests are reviewed by the respective restaurant and may be approved in the following cases:

  • Incorrect order delivered
  • Missing items
  • Order not delivered
  • Verified food quality issues
  • Duplicate payment or payment processing errors

Non-Eligible Cases

Refunds may not be provided if:

  • Incorrect delivery information was provided by the customer
  • Delivery could not be completed due to customer unavailability
  • The complaint is submitted long after delivery completion
  • The issue is unrelated to the product or service quality

Processing Time

If approved, refunds are processed to the original payment method within 5-10 business days depending on the customer's bank.

Platform Responsibility

OVA provides the technical platform for online ordering and payment processing but is not responsible for the products or services provided by partner restaurants.