Refund Policy

eatHlos Cancellation and Refund Policy

At eatHlos, we are committed to providing the best customer service experience. We understand that unforeseen circumstances may arise, requiring cancellations, returns, or refunds. Our support team is available to assist customers in such situations while ensuring compliance with the policies of the vendors onboarded on eatHlos.

All cancellations and refund requests are subject to the individual policies of the respective vendors. Customers are encouraged to review the cancellation and refund policies available on each vendor’s information page before making a booking or purchase.

1. Cancellation Policy

• Cancellations made at least 48 hours before the booking date may be eligible for rescheduling, subject to availability. However, refunds will not be issued.
• Cancellations within 48 hours of the scheduled booking are not permissible, and the booking amount is non-refundable.
• In case of unforeseen circumstances (e.g., extreme weather conditions, emergencies, or vendor unavailability), customers may be eligible for rescheduling or a refund at the discretion of the vendor.
• If eatHlos or a vendor cancels a booking, customers will receive a full refund or an alternative booking option, based on their preference.
• No-Show Policy: If a customer fails to attend a scheduled booking or event without prior notice, the payment is non-refundable and non-transferable.

2. Return Policy

Customers may return eligible items under the following conditions:

• Return Window: Items can be returned within 7 days from the date of delivery.
• Condition of Return: Items must be unused, undamaged, and in their original packaging with all tags and accessories included.
• Non-Returnable Items: Certain items are non-returnable, including but not limited to:
• Swimming costumes and innerwear (for hygiene reasons)
• Eatables and perishable goods
• Customized or personalized items
• Digital or downloadable products

3. Return Process:

• To initiate a return, customers must contact eatHlos support via email at support@eathlos.com with the order details and reason for return.
• If the return request is approved, customers will receive instructions on returning the item.
• Late Returns: Items returned after the 7-day return window will not be eligible for a refund or exchange.

4. Refund Policy

Refunds will be processed as follows:

• Once the returned item is received and inspected, customers will be notified via email regarding the approval or rejection of their refund.
• Approved refunds will be credited to the original payment method within 3 working days. However, depending on the payment provider, it may take up to 7 business days for the refund to reflect in the customer’s account.
• Partial Refunds: If only a portion of the order is eligible for a refund (e.g., multi-item orders where only some items are returned), eatHlos will process partial refunds accordingly.
• Shipping costs for returns:
• Customers are responsible for return shipping costs unless the return is due to a defective or incorrect item shipped by eatHlos or its vendors.
• If the return is due to an error on our part (e.g., wrong item delivered, defective product), we will provide a prepaid shipping label for the return.
• Chargeback & Dispute Policy: If a refund is processed and a customer later files a chargeback with their bank, eatHlos reserves the right to block their account from future bookings.

5. Damaged or Defective Items

• If an item arrives damaged, defective, or not as described, customers must contact us within 24 hours of delivery.
• Customers will need to provide photographic or video evidence of the damage.
• Upon verification, eatHlos will arrange either:
• A free replacement of the item.
• A full refund, including shipping costs.
• We will provide a prepaid return label for defective or damaged items.

6. Exchange Policy

• If a customer wishes to exchange an item for a different size, color, or variation, they must request an exchange within 7 days of delivery.
• Exchanges are subject to stock availability.
• Customers may be required to pay for the return shipping unless the exchange is due to an error on our part.

7. Exchange Policy

• Gift cards, promotional vouchers, and discount codes are non-refundable and non-exchangeable for cash or credit.

8. Contact Us

• For any queries regarding cancellations, returns, or refunds, customers can reach out to our support team: support@eathlos.com

This policy ensures both customer protection and business clarity while covering every possible scenario for cancellations, returns, and refunds. We appreciate your cooperation and support in maintaining a seamless experience with eatHlos!