Our Role
SnugGrubs is a third-party order placement service. We place orders on your behalf with restaurants and delivery platforms. We are not the restaurant, the delivery driver, or the platform that fulfills your meal.
Our responsibility is limited to getting your order placed correctly — the right items, the right delivery address, and a successful submission on our end. Anything that happens after the order is placed and confirmed is generally outside our control and not eligible for a refund from SnugGrubs.
What We Are Responsible For
SnugGrubs handles the order on our side. We will issue a refund or make it right when the issue is directly caused by us, including but not limited to:
- We failed to place your order successfully
- We entered the wrong items due to our mistake (not due to incorrect info you provided)
- We sent the order to the wrong delivery address due to our error
- Any other issue clearly and solely caused by SnugGrubs during order placement
What We Are Not Responsible For
No refunds will be provided for issues that are not on SnugGrubs' end. Once your order has been placed successfully, problems related to fulfillment, delivery, or customer-provided details are not our responsibility. This includes, but is not limited to:
- Stolen or missing food after delivery
- Driver issues — late delivery, rude drivers, food handled poorly, or orders marked delivered but not received
- Wrong items or incorrect selections due to customer error — typos, wrong customizations, wrong restaurant, or unclear instructions you provided
- Incorrect delivery address provided by you
- Restaurant or platform delays, closures, or quality issues with the food itself
- Order cancellations initiated by the restaurant, delivery platform, or driver
- Allergies, dietary restrictions, or special requests not followed by the restaurant
For these issues, you will need to contact the restaurant or delivery platform directly. SnugGrubs cannot guarantee outcomes from third parties.
Refund Policy
- SnugGrubs-side issues only. Refunds are issued exclusively for problems caused by SnugGrubs during order placement, as described above.
- No refunds for third-party issues. We do not refund for stolen food, driver problems, restaurant mistakes, platform errors, or any issue that occurs after we successfully place your order.
- Customer error is not refundable. If you provided incorrect order details, address, or selections, that is not eligible for a refund from SnugGrubs.
- Proof may be required. To process a valid refund claim, we may ask for order details, screenshots, or other evidence. Claims without sufficient proof may be denied.
- Refund method. Approved refunds will be issued to the original payment method used for the order, unless otherwise agreed.
- Final decisions. SnugGrubs reserves the right to make the final determination on whether an issue qualifies as a SnugGrubs-side issue.
Your Responsibilities
When you order through SnugGrubs, you agree to:
- Provide accurate order details, including items, customizations, and delivery address
- Double-check your order before confirming payment
- Be available to receive your delivery at the address you provide
- Report any SnugGrubs-side issues promptly through our Discord with your order information
- Understand that SnugGrubs places orders on your behalf and is not liable for what happens after placement
General Terms
- By using SnugGrubs, you confirm you have read and agree to these terms.
- SnugGrubs may update these terms at any time. Continued use of our service after changes means you accept the updated terms.
- SnugGrubs reserves the right to refuse service to anyone who violates these terms or abuses the refund process.
- These terms apply to all orders placed through SnugGrubs, including but not limited to food delivery and related services.
Questions or Disputes
If you believe your issue qualifies as a SnugGrubs-side problem, open a ticket in our Discord server with your order details. We will review your claim and respond based on this policy.
Please do not charge back or dispute a payment without contacting us first. Fraudulent chargebacks may result in a permanent ban from SnugGrubs.