1. Order Cancellation
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Customers can cancel an order before preparation begins.
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Once preparation has started, cancellation is only possible with vendor approval.
2. Eligible Refund Cases
Customers are entitled to a refund if:
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The wrong item was delivered.
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The order is incomplete or missing items.
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The food/product is damaged, spilled, or unsafe to use.
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The delivery is excessively delayed (typically more than 90 minutes).
3. Refund Method
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For Cash on Delivery (COD) → the refund will be credited to the in-app wallet, which can be used for future orders.
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For Digital Payments → the refund will be processed back to the same account or card within 3–7 business days.
4. Exceptions
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No refund if the customer ordered incorrectly and already consumed the product.
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No refund after opening or using perishable items (e.g., food or medicine).
5. Contact
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For any refund-related issue, customers can contact our support team directly via the app.