Atadel Refund, Return, and Cancellation Policy
LAST UPDATED: September 25, 2024
1. General Policy Overview
This Refund, Return, and Cancellation Policy applies to all services provided by Atadel, including AtadelGo (transport), AtadelSend (package delivery), AtadelEat (food services), and AtadelShop (groceries and retail). By using Atadel’s platform, users agree to the terms outlined in this policy.
2. Refunds
2.1 Refund Eligibility
Refunds are available for the following cases:
- AtadelGo: Significant delays in pickup or incorrect routing by the driver.
- AtadelSend: Lost or undelivered packages, or damaged goods due to partner negligence.
- AtadelEat: Incorrect or incomplete orders, spoiled food, or significant delays beyond the estimated delivery time.
- AtadelShop: Damaged, expired, or incorrect items delivered.
2.2 Timeframes for Refund Requests
Customers must submit refund requests within the following timeframes:
- AtadelGo: Within 24 hours of the ride.
- AtadelSend: Within 24 hours of expected delivery.
- AtadelEat: Within 24 hours of delivery.
- AtadelShop: Within 24 hours for perishable goods and 7 days for non-perishable goods.
2.3 Refund Process
- All refunds will be credited to the Atadel Wallet, which customers can use for any of the services available on the platform (AtadelGo, AtadelSend, AtadelEat, AtadelShop, etc.).
- If a customer prefers to have the refund returned to their original payment method (e.g., credit card or bank account), they must specifically request this by emailing Atadel Support at [email protected] with their order details and reason for the refund.
- Refunds to the original payment method will take 5-7 business days to process once approved, but the timing may vary depending on the payment provider.
- Refunds to the Atadel Wallet are processed immediately upon approval and can be used instantly for any future orders.
3. Returns (AtadelShop)
3.1. Eligibility for Returns
Non-perishable goods purchased through AtadelShop are eligible for returns if:
- The item is incorrect, damaged, or defective.
- The item is unopened and in its original packaging.
Exclusions: Perishable goods such as fresh produce, dairy, and meats are not eligible for returns unless they arrive expired or damaged.
3.2. Return Process
- Customers must contact Atadel customer support or the merchant directly within 7 days of delivery to initiate the return process.
- Return shipping fees may apply for non-defective items.
- Once the item is received and verified by the merchant, a refund or exchange will be processed.
4. Cancellations
4.1. AtadelGo and AtadelSend
- Pre-dispatch cancellations: Customers can cancel a ride or package delivery at no cost if the service provider has not yet been dispatched.
- Post-dispatch cancellations: If a driver or delivery partner has been dispatched, a cancellation fee will be applied. The cancellation fee will be displayed at the time of cancellation.
4.2. AtadelEat
- Orders cannot be canceled once the restaurant has started preparing the food. If a restaurant is significantly delayed or unable to fulfill the order, customers may be eligible for a refund.
4.3. AtadelShop
- Orders for perishable items cannot be canceled once the merchant has confirmed the order and preparation or packing has begun.
For non-perishable items, orders can be canceled before the merchant confirms shipment. After shipment, returns and refunds are subject to the return policy.
5. Dispute Resolution
If a refund, return, or cancellation request is disputed by either party (customer or merchant), Atadel will act as a mediator. Customers and merchants are encouraged to resolve disputes directly, but if necessary, Atadel will review the case and make a final decision based on evidence provided.