Terms of the Quality Guarantee

Quality Guarantee: Customers are eligible to receive a refund or DoorDash credit for an item that qualifies for the Quality Guarantee if they report a Qualifying Issue (defined below). To be eligible, customers must:

1. Place an order on DoorDash from a Grocery store where a “Quality Guarantee” or “Freshness Guarantee” banner is displayed on the store page before checkout (“Qualifying Order”);

2. Experience a “Qualifying Issue”, which means that a customer has ordered and received a Qualifying Order and that an item or items in that order do not satisfy quality standards, for example:

   1. Spoiled or Expired Items: Items received that are spoiled, expired, or past their use-by date.

   2. Stale or Not Fresh Items: Items received that are not fresh or have gone stale.

   3. Incorrect Items: Items received that do not match what the Customer ordered.

   4. Missing Items: Items ordered but not received.

   5. Unsatisfactory Substitution: Customer is dissatisfied with the substitution choice made by the shopper.

   6. Damaged or Broken Items: Items received in a damaged or broken condition.

   7. Unusable Produce, Meat, or Fish: Fruits, vegetables, meats, or fish received that are unusable due to poor quality.

3. Report the Qualifying Issue using the DoorDash app or website self help tool within 24 hours of receiving the order and select the applicable reason code.

Eligible Customers may receive a refund or DoorDash credit up to the amount paid for an item impacted by a Qualifying Issue in a Qualifying Order.

Alcohol and gift cards are not eligible items under the Quality Guarantee.

To the extent a Qualifying Issue relates to EBT eligible items and a customer purchased such items using their EBT card, they will be refunded back to their EBT card.

DoorDash in its sole discretion has the right to:

1. Determine whether an item reported qualifies for a refund or credit under the Quality Guarantee;

2. Deny any request for a refund or credit pursuant to the Quality Guarantee if we suspect fraud or abuse; and

3. Modify or cancel the Quality Guarantee at any time.

See here for full terms and conditions applicable to use of DoorDash credits.