Last Updated: July 7, 2026
Thank you for using our food and grocery delivery platform. This Refund & Cancellation Policy explains the circumstances under which orders may be cancelled and refunds may be issued.
By placing an order through our website or mobile application (the "Platform"), you agree to this Policy.
We aim to provide a reliable ordering and delivery experience. Refunds and cancellations are reviewed based on the circumstances of each order.
Refunds are not automatic and may be approved or declined in accordance with this Policy and applicable law.
If your order has not yet been accepted or confirmed by the restaurant or store, you may cancel it without charge.
Once a restaurant or store has accepted and begun preparing your order, cancellation may not be possible.
If cancellation is approved after preparation has started, cancellation charges may apply where permitted by law.
Once the order has been picked up by the delivery partner, cancellation requests are generally not accepted.
We may cancel an order for reasons including, but not limited to:
Item unavailable
Restaurant or store closed
Merchant unable to fulfill the order
Delivery area not serviceable
Incorrect pricing due to technical error
Suspected fraudulent activity
Payment failure
Safety concerns
Government restrictions
Force majeure events
Where payment has already been successfully received and the order is cancelled by us, an eligible refund will be processed.
You may be eligible for a full or partial refund in situations such as:
Wrong item delivered
Missing items
Duplicate payment
Payment charged but order not placed
Order cancelled by the restaurant or store
Order cancelled by us after successful payment
Expired products delivered
Damaged products upon delivery
Incorrect products delivered
Significant quality issues reported promptly with reasonable supporting evidence
Items unavailable after payment
Delivery not completed where the failure is not caused by the customer
Refunds are assessed based on the information available for each case.
Refund requests may be declined where:
The order was delivered successfully as requested.
The delivery address provided was incorrect or incomplete.
The customer could not be reached at the provided contact number.
The customer refused to accept the order without a valid reason.
Delivery was delayed due to circumstances beyond our reasonable control, such as severe weather, traffic, public events, or natural disasters.
Minor variations in appearance, packaging, or presentation are consistent with the product ordered.
The customer simply changes their mind after the order has been prepared or dispatched.
Claims are unsupported or appear to be fraudulent.
Nothing in this Policy limits any rights that consumers may have under applicable law.
Food, beverages, fresh produce, dairy products, meat, frozen goods, and other perishable items generally cannot be returned once delivered due to health and safety reasons.
Refunds for such products may still be considered if they are:
Spoiled at the time of delivery
Expired
Damaged
Incorrectly delivered
Missing from the order
Refunds for grocery items may be available if:
The wrong product is delivered.
A product is expired.
The product is significantly damaged before delivery.
A charged item is missing from the order.
A substitution was made without authorization where your Platform settings did not allow it.
Where applicable, eligible non-perishable products may be considered for return or refund if they are delivered damaged, defective, or materially different from the description, subject to applicable law.
If you believe an item is missing, please report it as soon as reasonably possible after delivery.
Approved claims may result in:
Replacement (where available)
Store credit
Partial refund
If you receive an incorrect order, please contact customer support promptly and provide reasonable details, such as photographs where appropriate.
Eligible claims may result in:
Replacement
Partial refund
Full refund
depending on the circumstances.
If products arrive damaged, please notify us as soon as reasonably possible after delivery.
Supporting photographs or other evidence may be requested to help evaluate the claim.
If you experience quality issues with food or groceries, please report the issue promptly.
We may request:
Photographs
Order number
Description of the issue
Additional information reasonably necessary to investigate the claim
Each request will be reviewed individually.
Approved refunds will generally be issued through the original payment method used for the purchase.
Where permitted and agreed, refunds may instead be provided as:
Store credit
Wallet balance
Promotional credit
After a refund is approved:
Store credit or wallet refunds may be processed promptly.
Refunds to banks, card issuers, or other payment providers may take several business days, depending on the payment provider's processing times.
We are not responsible for delays caused by banks or payment service providers.
For eligible Cash on Delivery refunds, we may request reasonable information necessary to process the refund, such as bank account details or another approved refund method.
Refunds for orders purchased using coupons, discounts, reward points, or promotional credits will generally be based on the amount actually paid after applying the applicable discount.
Promotional credits or coupons used on an order are generally non-refundable unless required by law or otherwise stated.
To protect customers and the Platform, we reserve the right to investigate refund requests.
We may decline or limit refunds where we reasonably believe there has been:
Abuse of the refund process
Repeated fraudulent claims
Misuse of promotional offers
False or misleading information
If you believe a payment was processed incorrectly, we encourage you to contact our customer support before initiating a chargeback with your payment provider so that we have an opportunity to resolve the issue.
We reserve the right to respond to chargeback requests with relevant transaction information where permitted by law.
We are not responsible for delays, cancellations, or service interruptions caused by events beyond our reasonable control, including natural disasters, severe weather, government actions, strikes, pandemics, power failures, internet outages, or other force majeure events.
We may update this Refund & Cancellation Policy from time to time.
The latest version will always be available on our website and mobile application with the updated "Last Updated" date.
If you have any questions regarding cancellations, refunds, or this Policy, please contact our customer support using the contact details available on our website or mobile application.
