Refund Policy
Last Updated: March 5, 2026
At Nema, we want you to feel confident every time you rescue surplus food. If something goes wrong, here's exactly how we handle refunds.
Our Promise
We stand behind the quality of every order. If your food arrives damaged, spoiled, or incorrect, we'll make it right through our wallet refund system.
When You Qualify for a Refund
| Issue | Eligibility | Time Limit |
|---|---|---|
| Damaged or spoiled food | Yes – merchant or delivery fault | Report within 1 hour of receipt |
| Missing items | Yes – verified against order | Report within 1 hour of receipt |
| Wrong order received | Yes – completely different items | Report within 1 hour of receipt |
| Merchant cancels order | Yes – full refund | Automatic |
| Changed your mind | No | — |
| Late pickup | No | — |
| Didn't like the taste | No – quality varies with surplus food | — |
| Allergic reaction | Case-by-case review | Report immediately |
How to Request a Refund
Step 1: Report Quickly
Contact us within 1 hour of receiving your order via:
- In-app support chat
- Email: info@nemafood.com
Step 2: Provide Evidence
Include clear photos showing:
- The problem (damage, spoilage, missing items)
- Order number visible
- Timestamp if possible
No photos = delayed or denied refund
Step 3: We Review
Our team investigates within 24 hours:
- We check your photos
- We verify with the merchant
- We confirm delivery conditions
Step 4: Refund Issued
Approved refunds go directly to your Nema wallet – never cash or original payment method.
Refund Method: Nema Wallet Only
All refunds are credited to your in-app wallet for future orders. Here's how it works:
✅ Use immediately on your next rescue
✅ Combine with other payment methods
✅ Check balance anytime in your account
✅ Combine with other payment methods
✅ Check balance anytime in your account
Wallet credits expire in 180 days – don't let them go to waste!
Order Types & Specific Rules
Regular Orders
- No cancellations after payment confirmation
- Refund only for verified quality issues
Surprise Bags
- Cancel free up to 1 hour before pickup window
- No refund if you miss the pickup time
- No refund for contents you don't personally like (it's a surprise!)
Delivery Orders
- No refund for delays caused by traffic, weather, or wrong address
- No refund if you're unreachable for 5+ minutes when driver arrives
What We Don't Refund
❌ Orders you simply changed your mind about
❌ Late pickups (store closed, food sold to others)
❌ Personal taste preferences
❌ Minor appearance variations in surplus food
❌ Delivery delays from force majeure (weather, traffic, emergencies)
❌ Allergic reactions from undisclosed allergies
❌ Cash withdrawals from wallet balance
❌ Late pickups (store closed, food sold to others)
❌ Personal taste preferences
❌ Minor appearance variations in surplus food
❌ Delivery delays from force majeure (weather, traffic, emergencies)
❌ Allergic reactions from undisclosed allergies
❌ Cash withdrawals from wallet balance
Special Circumstances
Merchant Can't Fulfill
If the restaurant runs out of food or closes unexpectedly, you get an automatic full refund to your wallet – no action needed.
Fraud Suspected
We reserve the right to deny refunds and suspend accounts for:
- Fake damage claims
- Repeated refund requests
- Photo manipulation
Late Refund Requests
After 1 hour? We can't process refunds because:
- Food condition can't be verified
- Merchants dispose of surplus quickly
- Drivers move to next orders
Exception: Technical issues on our end that prevented timely reporting.
How to Use Your Wallet Credit
- Add items to cart
- At checkout, toggle "Use Wallet Balance"
- Pay remainder with other methods if needed
- Enjoy your rescued food!
Questions About Your Refund?
We're here to help:
