Freshness guaranteed. Or your money back.
We are dedicated to helping you get high-quality, fresh products. If your order is eligible for the Fresh Guarantee and does not meet the standards outlined below, please reach out to us so we can review your case.
Eligibility for Refund or Uber Cash
To be eligible for a refund or Uber Cash credit, the following conditions must be met:
- The order must be placed from a store listed in the Grocery section of the Uber Eats app.
- The item in question must be a fresh fruit or vegetable, fresh eggs, fresh dairy product, or raw meat or seafood (“Eligible Item”).
An Eligible Item may qualify for a refund or Uber Cash credit if it is:
Stale or otherwise not fresh for up to 2 days after delivery under standard storage conditions.
Spoiled or rotten;
Damaged (e.g., crushed, leaking, punctured);
Past its expiration or “best by” date at the time of delivery; or
Reporting an Issue
To submit a Freshness Guarantee claim:
- Report the issue with an Eligible Item within 48 hours of receiving your order through our app or website.
- Include a description of the issue and a clear photo showing the reported freshness issue.
Claims submitted after 48 hours or without photo evidence may be denied.
Refund or Credit Process
Upon review of the reported issue, you may receive a refund to the original payment method or Uber Cash credit up to the amount paid for the affected item(s).
Additional Conditions
- This policy applies only to fresh fruits and vegetables, fresh eggs, fresh dairy products, raw meat or seafood purchased from a store listed in the Grocery section of the Uber Eats app. Exclusions include frozen and canned products, non-grocery items, alcohol, and gift cards.
- Refunds will not be granted for issues caused by improper storage after delivery.
Uber in its sole discretion reserves the right to:
Modify, suspend, or discontinue this policy at any time, with or without notice.
Determine whether an item qualifies for a refund or Uber Cash under this policy;
Deny claims that lack sufficient evidence or appear to involve fraud or abuse;
Posted by Uber Eats