§ 1 General refund principles

We aim to be fair while recognizing that prepared food cannot be returned like non-perishable goods.

Refund requests must:

• Be sent in writing to info@tiffingrab.ca;
• Include evidence where relevant (photos, order details); and
• Fall within the timeframes in the sections below.

Verbal requests alone (phone or WhatsApp) are not formal claims. Approved refunds require written confirmation from TiffinGrab.

§ 2 Trial & weekly plans

Quality issues may be reviewed; we may offer a service credit or replacement as a goodwill gesture only. That is not a guaranteed entitlement.

§ 3 Monthly plans

3.1 Standard position

Monthly fees are generally non-refundable after the subscription has started.

3.2 Legitimate quality complaints

Repeated, documented quality issues (minimum three separate verified incidents in one subscription period) may be assessed. If validated, compensation is typically additional service days, not cash refunds.

3.3 Pre-commencement cancellation

Cancel in writing at least 48 hours before your first scheduled delivery for a full refund. Cancellations inside that window are non-refundable.

§ 4 Food quality & safety complaints

4.1 Reporting timeframe

Report quality issues (stale, spoiled, foreign object, major misdescription) within two hours of delivery. Later reports may be declined because storage conditions may have changed.

4.2 Evidence

Include clear photos, packaging if available, order number, and approximate delivery time.

4.3 Review

We aim to respond within three business days. Remedies may include replacement meal, credit for one service day, or—where safety is implicated—written follow-up plus credit.

4.4 Storage

Refrigerate within two hours of delivery. Claims from improper storage after delivery are not eligible.

§ 5 Damaged packaging

Visible damage or leaking: report within two hours with photos. Verified incidents receive a one-day service credit per incident. Same-day re-delivery is not guaranteed.

§ 6 Area becomes unserviceable

If your address was serviceable at purchase but we later remove the area for operational reasons, you receive a full pro-rata refund for undelivered days to your original payment method within 14 business days of written confirmation. This does not apply if the address became unserviceable due to inaccurate information from you.

§ 7 Statutory consumer rights

Nothing here limits rights you may have under the Consumer Protection Act, 2002 (Ontario) or other applicable Canadian consumer law. Where the law gives you more, the law prevails.

§ 8 Refund processing

Approved refunds go to the original payment method.

• Card: typically 5–10 business days after approval (bank dependent);
• Other methods: often 10–15 business days after approval.

Internal processing may take up to 3–4 weeks from written approval. No refund is started without email confirmation from us.

§ 9 Non-refundable situations

Examples where we do not issue refunds include:

• Missed delivery due to your unavailability without alternate instructions;
• Incorrect or incomplete address you provided;
• Quality concerns reported after the two-hour window;
• Spice, portion, or taste preferences not raised during trial;
• Improper storage after delivery;
• Change of mind, travel, or lifestyle (except where pausing applies per Terms);
• Trial or weekly purchases; or
• Chargebacks for legitimately delivered service (see Terms).