In order to raise a claim, please use our contact form here, and we'll respond as soon as possible.
Eligibility Criteria:
-
Pickup Time Delay:
- A Pickup Time must be delayed by at least one hour beyond the estimated delivery time provided by Just Eat for Business.
-
Hot Meal Requirement:
- Only hot meals requiring reheating or replacement due to temperature compromise are eligible for remaking complaint.
-
Temperature Verification:
- For hot meals, the restaurant partner must conduct a temperature check upon receipt of the delayed delivery to verify that the food is outside the acceptable temperature range for safe consumption.
-
Documentation Requirement:
- The restaurant partner must provide documentation, such as photographs or temperature logs, to support the need for remaking the dishes. Lack of sufficient documentation may result in the complaint being denied.
-
Cancellation Provision:
- Our restaurant partners are kindly reminded to verify the current status of an order before proceeding with remaking it. In the event of a delay, customers have the option to cancel one order per incident, thus obviating the necessity for dish remaking.
Exclusions:
- Cold dishes such as salads and sandwiches are exempt from remaking complaint.
- Remaking complaints for dishes affected by factors unrelated to delivery delays, such as preparation errors or quality issues, are not eligible for reimbursement.
- Remaking complaints for dishes that require modifications or alterations due to customer preferences or special requests are not eligible for reimbursement. This includes requests for additional ingredients or substitutions.
- Remaking complaints for dishes compromised due to inadequate packaging by the restaurant partner, resulting in spillage or contamination during transit, are not eligible for reimbursement.
- Remaking complaints for dishes impacted by unforeseeable circumstances beyond the control of Just Eat for Business or the restaurant partner, such as natural disasters, or extreme weather conditions, are not eligible for reimbursement.
- Restaurant partners with a history of submitting fraudulent or excessive remaking complaints may be excluded from the reimbursement program at the discretion of Just Eat for Business.
Investigation Process:
- Each remaking complaint will be thoroughly investigated by Just Eat for Business to determine eligibility and validity.
- Remaking complaints must be submitted via form within 5 working days from the incident date to be considered for reimbursement. Claims submitted after this timeframe may not be eligible for reimbursement.
- There may be a maximum reimbursement limit per incident or per month for remade dishes. Any costs exceeding this limit will not be covered by Just Eat for Business.
- Just Eat for Business will aim to resolve remaking complaints within a reasonable timeframe after submission. However, the complexity of the incident and the need for further investigation may affect the resolution time.
- Any attempt to submit false or misleading information for remaking reimbursement may result in the termination of the restaurant partner's agreement with Just Eat for Business and legal action.