Refund & Cancellation Policy

1. Definitions

• ❖ "Platform" refers to the sanbix.com website.
  ❖ "Order" refers to the purchase of food or cake items made through the Platform.
  ❖ "Buyer" refers to the customer placing an Order.
  ❖ "Merchant" refers to sanbix.com, the seller of the food and cake items.
  ❖ "PDP" refers to the delivery personnel.

2. 🍜 Food Orders

• Due to the perishable nature of our food items, all food orders are final, and cannot be returned or exchanged.
• Buyers are permitted to cancel food Orders within 3 minutes of Order placement.
• After 3 minutes, food preparation commences to ensure timely delivery, and Orders cannot be cancelled.
• In the event of a Buyer cancelling a COD food Order after the 3-minute window or refusing to accept delivery without a valid reason (e.g., heavily damaged packaging, visibly spoiled food), their account will be blocked.
• To restore account access, the Buyer must pay the full Order amount plus a penalty fee determined by sanbix.com based on incurred losses.
• If you have concerns about the quality of the food order, please contact customer support immediately.

3. 🍰 Cake Orders

• Due to the perishable nature and custom made nature of our cakes, all cake orders are final, and cannot be returned or exchanged.
• Cake Orders can be cancelled up to 15 minutes before the food preparation process begins.
• After 15 minutes, cake preparation commences, and orders cannot be cancelled.
• In the event of a Buyer cancelling a COD cake Order after the 15-minute window or refusing to accept delivery without a valid reason (e.g., heavily damaged packaging, visibly spoiled food, incorrect design), their account will be blocked.
• To restore account access, the Buyer must pay the full Order amount plus a penalty fee determined by sanbix.com based on incurred losses.
• For cake quality issues (e.g., damage, incorrect design), Buyers must contact customer support within 2 hours of receiving the Order.
• sanbix.com will assess the issue and may offer a replacement or partial refund.

4. Non-Customer Cancellation

• sanbix.com reserves the right to cancel Orders for reasons beyond its control, including but not limited to:
  ❖ Incorrect or undeliverable delivery addresses.
  ❖ Failure to contact the Buyer at the time of delivery.
  ❖ Lack of necessary information, direction, or authorization from the Buyer.
  ❖ Unavailability of ordered items.
• 📌 In cases of item unavailability, sanbix.com will contact the Buyer. The Buyer may choose to cancel the entire Order for a full refund.
  Cancellations due to sanbix.com's error will not incur any penalties for the Buyer.

5. Refunds

• Refunds are applicable for prepaid Orders.
• If a COD order is cancelled by the buyer after the specified cancellation window (3 minutes food, 15 minutes cake), or refused at the door, no refund will be issued.
• In the event of an online payment cancellation, a processing fee will be deducted from the refund amount. This fee covers the costs associated with processing the transaction and handling the cancellation. The exact amount of the processing fee will be communicated to the buyer during the refund process.
• Refunds may be issued for damaged or tampered packaging, or incorrect Orders, if reported immediately upon delivery.
• Refunds are also applicable if sanbix.com or the PDP fails to deliver the Order due to their fault, assessed on a case-by-case basis.
• All refund decisions are final and binding.
• Refunds will be processed to the original payment method within 10 business days.

6. Specific Terms Regarding Payment at Delivery

• Buyers paying at the time of delivery are not required to pay for:
  ❖ Orders with damaged or tampered packaging.
  ❖ Incorrect Orders.
  ❖ Missing items.
  
• These issues must be reported to sanbix.com customer support through the Platform before the Order is marked as delivered.

7. General Provisions

• ✅ sanbix.com reserves the right to modify this policy at any time. Updates will be posted on the Platform.
• ✅ sanbix.com is not responsible for any issues arising from incorrect information provided by the buyer.
• ✅ sanbix.com reserves the right to refuse service to any customer that is seen to be abusing this policy.