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Return Policy

Return & Refund Policy

Effective Date: November 22, 2025

Company Name: FHI Nexus

At FHI Nexus, we strive to provide the best food delivery experience. Since our products include perishable items (food & beverages), we do not accept physical returns. However, we offer refunds or compensation under specific eligible cases as described below.


1. Non-Returnable Goods

Due to the nature of food products, returns are not accepted once an order is delivered. All orders are final after delivery unless mentioned under Refund Eligibility.


2. Refund Eligibility

Refunds are applicable under the following circumstances:

ReasonEligibilityOrder not deliveredFull refundOrder canceled by restaurant or delivery partnerFull refundDuplicate payment due to technical errorRefund of duplicate amountWrong or missing items (approved after review)Partial or full compensationFood quality issues (spoiled, contaminated)Subject to restaurant verificationDelivery exceeded reasonable time (severely delayed)Case-based refund/compensation

Note: Food taste preference or change of mind is not eligible for refunds.


3. Order Cancellation

  • Orders can only be canceled before restaurant acceptance.
  • Once the restaurant starts preparing the order, cancellation may not be possible.
  • If cancelled before acceptance, full refund will be processed.

4. Refund Method

Refunds may be issued in one of the following ways:

  • FHI Wallet Credit (fastest and default option)
  • Original Payment Method (if supported by payment gateway)
  • Voucher or Discount Coupon (in certain cases)

Refund processing time:

  • Wallet Refund: within 24 hours
  • Bank/Card Refund: 7–14 business days
  • Other Methods: as per payment provider policy

5. Refund Process (How to Apply)

To request a refund, you must:

  1. Go to Orders in the app
  2. Select the order in question
  3. Choose Help or Refund Request
  4. Provide supporting details (photos, description, issue type)

Our support team will verify and process your request.


6. Wallet Refund Terms

  • Wallet balance can be used for future orders.
  • Wallet refunds are non-transferable and non-withdrawable (unless stated).
  • Non-refundable promotional credits or coupons cannot be converted into cash.

7. Delivery Issues

If your order is:

  • Delayed beyond reasonable time (60+ minutes delay),
  • Not delivered, or
  • Delivered to the wrong address,

You may be eligible for compensation after verification.


8. Quality and Food Safety Complaints

For complaints related to spoiled, contaminated, or poor-quality food, users must submit:

  • Photos of the food
  • Description of the issue
  • Time of delivery

We will coordinate with the restaurant for investigation before finalizing a refund decision.


9. No Refund Cases

Refunds will NOT be granted in the following cases:

  • Change of mind after ordering
  • Incorrect address provided by user
  • User unavailable to receive delivery
  • Food taste not as expected
  • Order placed by mistake without cancellation in time

10. Contact Us for Refund Assistance

If you need help or have a refund-related query, contact us at:

Company: FHI Nexus

Email: admin@fhinexus.com

Phone: +92 345 5792606

Address: Malikwal

Website: fhinexus.com