Black and Mobile does not accept returns of food once it was delivered. You must contact the restaurant for any issues regarding your food since we are only responsible for delivering it to you safely.
Additional non-returnable items:
- Gift cards
Never received your food
Once a Black and Mobile driver picks your food up from the restaurant, they will be en route to your drop off location. Once the driver is 5 minutes away, you will get a notification via text stating 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 call, text, knock on the door if applicable, and ring the doorbell if applicable. They will then contact the dispatchers stating they can not get in contact with you. Our team will then reach out via text, email, and we will give you a phone call. After 2 minutes, which is a total of 10 minutes, the driver can leave and you will not be reimbursed from Black and Mobile unless the restaurant that you ordered from confirms the refund.
Food is damaged
Black and Mobile will never open the bag and rearrange items or cover them with plastic wrap to make them travel better. This is 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 the fault of the restaurant, they will be responsible for reimbursing you.
Late or missing refunds (if applicable)
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 give the 'Pending' transaction to fall off.
If your order was called in successfully, and then you were refunded for an item that was missing or damaged, the refund can take 3-5 business days.
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, 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 yet, please contact us at email@example.com
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.