Refund Policy

Our default remedy is an account credit, which is applied to your account and may be used toward future orders. Where you request a cash refund, or where a cash refund is required by law, we will instead provide a refund to your original payment method. In either case, we will seek to resolve the matter promptly and fairly.

For a new customer's first order, where any aspect of the order is deficient — for example, a meal that arrives damaged, spoiled, or missing, an incorrect item, or an item that is not as described — we will provide a remedy up to the full value of the affected meals, or up to the full value of the order where the deficiency is significant. The default remedy is an account credit; a cash refund to the original payment method is available on request. This promise applies to a customer's first order only.

For every order, on every plan, and for all customers, where a deficiency is attributable to us we will provide a remedy. This includes meals that arrive damaged or spoiled, missing items, an incorrect item, or a delivery that was not properly completed and for which no arrival notification (SMS) was sent. Depending on the circumstances, the remedy will be an account credit or a re-delivery of the order at our cost.

To request a credit or refund, contact us at info@fitboxmeal.ca within 48 hours of delivery, and include a photograph of the issue where relevant (for example, a damaged or spoiled meal). A photograph assists us in resolving the request promptly. As our meals are perishable, please report any issue as soon as possible.

Because meals are fresh and made to order, some situations are not eligible for a refund or credit:

• Taste or preference — meals that were not to your personal taste. Taste and preference are not a basis for a refund or credit, although your feedback is welcome.
• Orders already prepared — orders past the applicable cut-off, which are already being made, delivered, and charged (see our Subscription Terms).
• Delivered but not collected — orders we delivered and notified you about by SMS that were then not collected (see our Delivery Policy).
• Promotional credits or free items provided as part of an offer or as compensation.

Account credits are applied to your FitBox account and used toward your future orders. Credits have no cash value except where a cash refund is provided under this policy or required by law.

Where a cash refund is provided, it is returned to your original payment method through our payment processor. Cash refunds are typically processed within a few business days, subject to the processing times of your financial institution or card issuer.

If you skip or cancel before the applicable cut-off, you are not charged, so no refund is needed. If a payment fails, we do not prepare or deliver that order, so no charge or refund arises. Full details are in our Subscription Terms.

Nothing in this policy limits any rights or remedies you have that cannot be excluded under Ontario consumer-protection law.

To request a credit or refund, or to make an enquiry, contact us at info@fitboxmeal.ca.