Draft — under legal review. This policy describes how Meal2U works today. It has not yet been checked by a qualified legal adviser and may change. Items in [square brackets] are still to be completed.
1. How to reach us
- In the app: Profile → Complaints and Support shows Meal2U’s verified support contact.
- Help Centre: answers to common questions are in the Help Centre and in the app under Profile → Help Centre.
- Please include your order number for anything about an order.
Meal2U staff never ask for your password, full card number or security codes.
2. What happens next [Requires Legal Review]
- We aim to reply within [time].
- Staff can see the order’s history (status changes, delivery steps and times) and the messages sent to you.
- Complaints about food safety, allergens, harassment or safety on the road are handled first.
3. Outcomes
Depending on the problem, staff may refund all or part of an order, pause or suspend an account while they look into it, or remove content. Account actions are recorded with a reason.
4. If you’re not satisfied [Requires Legal Review]
[Escalation inside Meal2U; external complaint bodies required in each country.]
5. Complaints about staff
Complaints about how a Meal2U staff member treated you are reviewed by a super admin. Staff personal contact details are never shared.