Refund Policy

At YUM PUM we take food quality seriously. If something is wrong with your order, we want to make it right. This Refund Policy explains the circumstances under which we offer refunds or free replacements and how to request them.

1. When You Are Eligible for a Refund or Replacement

We will provide a full refund or a free replacement if:

• You received the wrong item — i.e. the dish delivered does not match what you ordered.
• An item is missing from your order (partial refund for the missing item).
• The food is not fit for consumption — for example it is undercooked, contains a foreign object, or has clearly spoiled.
• We cancel your order for any reason on our side (unavailability, service area error, etc.).
• You cancel within the 5-minute window described in our Terms & Conditions.

2. When Refunds Are Not Available

We are unable to offer refunds in the following situations:

• You changed your mind after the 5-minute cancellation window.
• You disliked the taste — our recipes are consistent but personal preference is subjective.
• The order was delivered to the wrong address due to incorrect information you provided.
• You were unavailable at delivery and the order was returned after two contact attempts.
• Customisation requests (extra spicy, no onion, etc.) were communicated to us after the order was placed.

3. Replacement vs. Refund

Our default resolution for qualifying issues is a free replacement delivered as soon as possible (usually within 30–60 minutes depending on kitchen load). If a replacement is not practical — for example if you have already left the delivery area or the item is temporarily unavailable — we will issue a full or partial cash/digital refund instead.

4. How to Request a Refund or Replacement

1. Contact us within 1 hour of delivery on WhatsApp at 0318-0142172 or by calling our UAN at 0318-0142172.
2. Describe the issue and, where possible, send a photo of the incorrect or unsatisfactory item.
3. Provide your order number (shown in your order confirmation message).
4. We will review your request and respond within 15 minutes during operating hours (5:00 AM – 3:00 AM).

5. Refund Processing Times

• Cash on Delivery orders: If a cash refund is agreed, it will be handed to you by the rider on the replacement delivery, or arranged via a separate visit within 24 hours.
• JazzCash / EasyPaisa orders: Digital refunds are processed within 24–72 hours. Processing time depends on your mobile wallet provider.

6. Disputes

If you are unsatisfied with our initial resolution, please escalate by calling us directly at 0318-0142172. We are committed to resolving every dispute fairly and promptly.

7. Contact Us

• WhatsApp: 0318-0142172
• UAN: 0318-0142172
• Address: Main Gujranwala Rd, Near UBL BANK, Kashmir Park Shahdra, Lahore, Pakistan
• Hours: 5:00 AM – 3:00 AM, every day

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