Effective Date: March 19, 2021
Black and Mobile does not accept returns of food once delivered. You must contact the restaurant for any issues regarding your food, since we are only responsible for arranging delivery to you. Gift cards are also non-refundable, and all sales of gift cards are final.
NEVER RECEIVED YOUR FOOD?
Once a Black and Mobile driver picks up your food from the restaurant, they will be in route to your selected drop-off location. Once the driver is 5 minutes away, you will be sent a notification via text message similar to the following:
(Driver name) is arriving with your order! You have 8 minutes to get your food once they arrive or the driver is allowed to proceed to their next order and you will NOT BE REFUNDED.
The driver will try to contact you (e.g., call, text, knock on the door and/or ring the doorbell, as applicable). They will then inform the dispatcher if they cannot get in contact with you. Our team will then reach out to you via text, email and/or telephone. After 2 minutes, which is a total of 10 minutes after the driver's arrival, the driver can leave and will not be obligated to return, and you will not be reimbursed by Black and Mobile unless the restaurant that you ordered from agrees to and confirms a refund.
FOOD IS DAMAGED?
Black and Mobile will never open the bag, rearrange or repackage items, or cover items with plastic wrap to make them travel better. This is entirely the restaurant's responsibility, and all Black and Mobile drivers will pick the food up and hand it to you as they were given it. If an item is damaged and we can confirm the issue was on our end, we will reimburse you. If the damaged item was by fault of the restaurant, they would be responsible for reimbursing you and you will need to contact the restaurant directly to request reimbursement.
LATE OR MISSING REFUND?
Black and Mobile does not charge your card until the order is placed with the restaurant. If your order is canceled before the restaurant receives it, then your card was never charged so there would be no need for a refund. Please allow time for the 'Pending' transaction to fall off.
Please allow 3-5 business days for any authorized refunds. If you are awaiting a refund, please first check your bank or credit card account again. Then contact your credit card company, as it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund, please contact us at firstname.lastname@example.org so we can help.