At TomFood, we strive to ensure your delivery experience is always satisfactory. However, we understand that unforeseen events can happen. This policy sets out the situations and conditions under which a refund may be requested and processed.

1. Right of Withdrawal

According to the Consumer Protection Code, you have the right to withdraw from your purchase within 7 (seven) calendar days of receiving the product, provided that the order does not fall into the category of "personalized product" or "service already completed". In the case of delivery, the service is considered completed at the time of delivery.

2. When Can a Refund Be Requested?

You may be eligible for a full or partial refund in the following situations:

Undelivered Order: If your order was not delivered within the estimated time and you can no longer receive it.

Missing Item or Incomplete Order: If you received the order, but some item is missing.

Incorrect Product: If you received items different from those ordered.

Unsatisfactory Quality: If the food arrived in conditions unfit for consumption (e.g., cold when it should be hot, damaged packaging, clearly spoiled food).

Cancellation Before Preparation: If the order is canceled by TomFood or the partner restaurant before preparation begins, due to lack of product, unavailable delivery area, or other reasons beyond your control.

3. How to Request a Refund?

To request a refund, you must:

Access the "Help" or "My Orders" section within your TomFood app.

Select the order in question and click "Need Help".

Choose the reason for your problem (e.g., "Missing Item", "Incorrect Order").

Briefly describe what happened and, if possible, attach photos or videos that prove the problem (e.g., sealed packaging showing the missing item, incorrect order). Documentation is essential for a quick analysis.

Our team will analyze your request as quickly as possible, usually within 48 business hours, and you can contact us for more information.

4. How is the Refund Processed?

Once approved, the refund amount will be credited using the same payment method used in the original purchase.

Credit Card: The refund will appear on your next statement or the subsequent statement, depending on your card issuer. The timeframe is determined by the card issuer.

PIX/Debit: The amount will be refunded directly to the originating account. The timeframe is up to 3 business days.

Meal Voucher/Food Voucher: The amount will be refunded directly to your benefit balance.

5. Situations That Do Not Generate a Refund

Regret after the order has been prepared and dispatched for delivery.

Subjective dissatisfaction with the taste of the food, provided that the quality and integrity of the product are adequate.

Change of delivery address after order confirmation.

Customer's failure to appear at the delivery address at the agreed time.

Refusal to receive the order without a justified and proven reason.