Refund & Cancellation Policy

1. Customer Order Cancellations

Cancellation eligibility depends on order status, restaurant preparation, rider assignment, payment method, and local operating policy. Once food preparation or delivery has started, cancellation may be limited.

2. Customer Refunds

• Refunds may apply for failed payments, duplicate charges, unavailable items, order rejection, or verified service issues.
• Refunds may be full or partial depending on consumed items, delivery progress, discounts, taxes, gateway charges, and COD collection status.
• Online refunds are usually returned through the original payment method according to gateway timelines.

3. Owner Subscription Refunds

SaaS subscriptions, trial conversions, renewals, plan upgrades, and paid add-ons may be non-refundable after activation unless your commercial agreement or local law requires otherwise.

4. Commission and Settlements

Commission, rider earnings, COD settlements, chargebacks, wallet adjustments, payout holds, and shop settlements may be corrected when an order is refunded, cancelled, disputed, or manually adjusted by an authorized admin.

5. How to Request Help

Contact the shop, franchise, or platform support with your order number, payment reference, screenshots if available, and a short description of the issue. Refund decisions may require verification by the shop, rider, admin, or payment provider.