REFUND POLICY
Last Updated: January 2025
FoodZela is committed to ensuring your complete satisfaction with every order. This Refund Policy outlines the circumstances under which refunds may be issued, the refund process, and your rights as a customer.
1. GENERAL POLICY
FoodZela strives to provide excellent service and high-quality food delivery. If you are not satisfied with your order for any valid reason, we will work diligently to resolve the issue promptly and fairly. Our goal is to ensure your satisfaction while maintaining fair practices for all parties involved.
2. ELIGIBILITY FOR REFUNDS
2.1 Valid Reasons for Refunds
You may be eligible for a refund in the following circumstances:
A. Order Issues
- Wrong items received (items that do not match your order)
- Missing items from your order
- Incorrect quantities (received fewer items than ordered)
- Items not ordered by you
B. Food Quality Issues
- Food that is spoiled, expired, or unsafe to consume
- Food that is significantly undercooked or overcooked
- Food that does not meet quality standards
- Food that is contaminated or contains foreign objects
- Food delivered at incorrect temperature (cold when should be hot, etc.)
C. Delivery Issues
- Order not delivered within a reasonable time (significantly delayed)
- Order delivered to wrong address
- Order not delivered at all
- Food damaged during delivery due to improper handling
D. Restaurant Issues
- Restaurant cancels your order before preparation begins
- Restaurant is unable to fulfill your order
- Restaurant closes or becomes unavailable after order placement
E. Payment Issues
- Unauthorized charges on your account
- Duplicate charges for the same order
- Payment processing errors
- Overcharged amounts
2.2 Time Limits for Refund Requests
- Refund requests must be submitted within 24 hours of order delivery or scheduled delivery time
- For undelivered orders, requests must be submitted within 48 hours of the scheduled delivery time
- Late requests may be considered on a case-by-case basis but are not guaranteed
2.3 Documentation Requirements
To process your refund request, we may require:
- Order number
- Detailed description of the issue
- Photographs (for quality issues, wrong items, or damaged items)
- Receipt or order confirmation
- Delivery address and contact information
3. REFUND PROCESS
3.1 How to Request a Refund
To request a refund, please follow these steps:
Step 1: Contact Customer Support
- Email: support@foodzela.com
- Phone: [Your Phone Number]
- Through your account: Log in and submit a refund request
- Include your order number in all communications
Step 2: Provide Information
- Order number
- Date and time of order
- Detailed description of the issue
- Photos or evidence (if applicable)
- Your preferred resolution (refund, replacement, credit)
Step 3: Wait for Response
- We will acknowledge your request within 24 hours
- Our team will review your request promptly
- You may be contacted for additional information
3.2 Review Process
- All refund requests are reviewed by our customer support team
- Review typically takes 2-3 business days
- Complex cases may take up to 5 business days
- We may contact you, the restaurant, or the delivery driver for additional information
- We reserve the right to investigate claims to prevent fraud
3.3 Refund Decision
After review, we will:
- Approve the refund and process it according to our policy
- Offer an alternative resolution (replacement order, store credit, etc.)
- Deny the refund with an explanation (if request does not meet eligibility criteria)
- Request additional information if needed
4. REFUND METHODS
4.1 Original Payment Method
Refunds are typically processed to the original payment method used for the order:
A. Credit/Debit Cards
- Refunds are processed to the original card
- Processing time: 5-10 business days
- Time to appear on your statement: May take additional 2-5 business days
- Contact your bank if refund does not appear after 15 business days
B. PayPal
- Refunds are processed to your PayPal account
- Processing time: 3-5 business days
- Funds appear in your PayPal balance immediately upon processing
- If original payment was from a linked card, refund may go to card (PayPal's policy)
C. Stripe
- Refunds are processed to the original payment method
- Processing time: 5-10 business days
- Refunds appear on your statement within 1-2 billing cycles
D. Digital Wallets
- Refunds are processed to the original wallet account
- Processing time: 3-7 business days
- Processing time varies by wallet provider
E. Cash on Delivery
- For cash payments, refunds are issued via:
* Store credit (preferred method)
* Bank transfer (if store credit is not acceptable)
* Alternative method as agreed upon
- Processing time: 7-14 business days for bank transfers
F. Internal Wallet
- Refunds to FoodZela wallet are processed immediately
- Funds are available for your next order
- Wallet balance can be used for future purchases
- Wallet refunds cannot be transferred to external payment methods
4.2 Store Credit
In some cases, we may offer store credit as an alternative to refunds:
- Store credit is issued to your account
- Credit can be used for future orders
- Credit does not expire (unless otherwise stated)
- Credit is non-transferable and non-refundable
- Store credit may be offered for:
* Partial refunds
* Cash on delivery orders
* Customer preference
* Faster resolution
4.3 Replacement Orders
Instead of a refund, we may offer:
- Replacement order for the affected items
- Full replacement order
- Credit toward a future order
- Discount on your next order
5. REFUND AMOUNTS
5.1 Full Refunds
Full refunds are issued for:
- Orders not delivered
- Orders canceled by restaurant before preparation
- Complete order quality issues
- Wrong orders received in entirety
- Unauthorized or duplicate charges
5.2 Partial Refunds
Partial refunds are issued for:
- Missing items (refund for missing items only)
- Wrong items (refund for incorrect items, charge for correct items)
- Quality issues affecting only part of the order
- Damaged items (refund for damaged items only)
5.3 Refund Components
Refunds may include:
- Food item costs
- Delivery fees (if order was not delivered or significantly delayed)
- Taxes (refunded proportionally)
- Service fees (if applicable)
5.4 Non-Refundable Components
The following are typically not refunded:
- Delivery fees (if order was successfully delivered, even if delayed)
- Service fees (if order was processed)
- Tips (already paid to delivery driver)
- Processing fees (if applicable)
6. ORDER CANCELLATION
6.1 Customer Cancellation
You may cancel your order:
- Before restaurant confirmation: Full refund
- After restaurant confirmation but before preparation: Subject to restaurant policy
- After preparation begins: Generally not eligible for refund (see exceptions below)
6.2 Cancellation Process
To cancel an order:
- Log into your account and cancel through order management
- Contact customer support immediately
- Provide your order number
- Cancellation is subject to order status
6.3 Cancellation Fees
- No fee if canceled before restaurant confirmation
- Cancellation fees may apply if canceled after confirmation
- Fees vary by restaurant and order status
- You will be notified of any fees before cancellation is processed
6.4 Exceptions
Cancellation refunds may be available after preparation begins if:
- Restaurant is unable to fulfill the order
- Significant delay makes cancellation reasonable
- Special circumstances as determined by customer support
7. RESTAURANT CANCELLATIONS
7.1 Automatic Refunds
If a restaurant cancels your order:
- You will receive a full automatic refund
- Refund includes all charges (food, delivery, taxes)
- Refund is processed immediately
- You will be notified via email and/or SMS
7.2 Restaurant Cancellation Reasons
Restaurants may cancel orders due to:
- Unavailable menu items
- Restaurant closure or emergency
- Delivery area restrictions
- Technical issues
- Other operational reasons
7.3 Notification
- You will be notified immediately if restaurant cancels
- Refund is processed automatically
- No action required from you
- You may place a new order with a different restaurant
8. DELIVERY-RELATED REFUNDS
8.1 Late Delivery
If your order is significantly delayed:
- Refund eligibility depends on delay duration and circumstances
- Delays due to weather, traffic, or circumstances beyond our control may not be eligible
- Excessive delays (over 90 minutes past estimated time) may qualify for partial refund
- Contact customer support to discuss late delivery refunds
8.2 Undelivered Orders
If your order is not delivered:
- Full refund is issued automatically
- Refund includes all charges
- You may reorder at no additional cost (subject to availability)
- Investigation may be conducted to prevent future issues
8.3 Wrong Address Delivery
If order is delivered to wrong address:
- Full refund or replacement order is provided
- We will investigate the cause
- Ensure your delivery address is correct in your account
8.4 Damaged During Delivery
If food is damaged during delivery:
- Refund or replacement for damaged items
- Photos may be required
- Investigation with delivery driver may be conducted
9. QUALITY ISSUE REFUNDS
9.1 Food Quality Problems
For food quality issues:
- Report immediately upon receiving order
- Provide photos if possible
- Full or partial refund depending on severity
- Replacement order may be offered
9.2 Allergen Concerns
If you receive food with undeclared allergens:
- Full refund is issued immediately
- Medical attention should be sought if needed
- Serious incident reporting may be required
- Investigation with restaurant will be conducted
9.3 Temperature Issues
If food temperature is incorrect:
- Refund or replacement for affected items
- Hot items delivered cold or vice versa
- Report within reasonable time (food safety concern)
10. PAYMENT METHOD-SPECIFIC REFUNDS
10.1 Credit/Debit Card Refunds
- Refunds processed to original card
- Processing time: 5-10 business days
- Appears on statement in 1-2 billing cycles
- Contact your bank if refund does not appear
10.2 PayPal Refunds
- Refunds to PayPal account
- Processing time: 3-5 business days
- May go to linked card (PayPal's discretion)
- Check PayPal account and linked payment methods
10.3 Stripe Refunds
- Refunds to original payment method
- Processing time: 5-10 business days
- May take additional time to appear on statement
10.4 Cash on Delivery Refunds
- Store credit is preferred method
- Bank transfer available upon request
- Processing time: 7-14 business days
- Alternative methods may be arranged
10.5 Wallet Refunds
- Immediate credit to FoodZela wallet
- Available for next order
- Non-transferable to external methods
- No expiration (unless stated)
10.6 Other Payment Methods
- Refunds processed according to payment provider's policies
- Processing times vary by provider
- Contact customer support for specific information
11. NON-REFUNDABLE SITUATIONS
11.1 Change of Mind
The following are generally not eligible for refunds:
- Change of mind after order placement
- Decided you don't want the food anymore
- Found a better deal elsewhere
- Simply didn't like the taste (unless quality issue)
11.2 After Consumption
- Orders that have been fully consumed are not eligible for refunds
- Partial consumption may qualify for partial refund if quality issue exists
- Report issues before consuming if possible
11.3 User Error
- Incorrect address provided by customer (unless corrected in time)
- Wrong items ordered by customer
- Duplicate orders placed by customer
- Orders placed to wrong restaurant
11.4 Special Circumstances
- Orders placed during promotions or sales (subject to promotion terms)
- Custom or special orders (may have different refund policies)
- Catering or bulk orders (subject to separate agreement)
12. PARTIAL REFUNDS
12.1 When Partial Refunds Apply
Partial refunds are issued when:
- Only part of the order has issues
- Some items are correct, others are wrong
- Quality issues affect only certain items
- Missing items from an otherwise correct order
12.2 Partial Refund Calculation
- Refund amount = Cost of affected items + proportional taxes
- Delivery fee may be partially refunded if significant portion of order is affected
- Service fees refunded proportionally
12.3 Partial Refund Process
- Same process as full refund requests
- Clearly specify which items are affected
- Provide details for each affected item
- Refund processed for affected items only
13. REFUND TIMELINE
13.1 Request Submission
- Submit request within 24 hours of delivery
- Earlier submission is encouraged
- Late requests considered on case-by-case basis
13.2 Review Period
- Initial response: Within 24 hours
- Review completion: 2-3 business days
- Complex cases: Up to 5 business days
- You will be notified of any delays
13.3 Processing Time
- Approval to processing: Immediate upon approval
- Payment method processing: 3-10 business days (varies by method)
- Total time: Typically 5-15 business days from approval
13.4 Tracking Refunds
- You will receive email confirmation when refund is processed
- Check your payment method statement
- Contact us if refund does not appear within expected timeframe
14. DISPUTES AND APPEALS
14.1 Disagreeing with Refund Decision
If you disagree with our refund decision:
- Contact customer support for review
- Provide additional information or evidence
- Request escalation to supervisor or manager
- We are committed to fair resolution
14.2 Appeal Process
- Submit appeal within 7 days of decision
- Include all relevant information
- Explain why you believe decision was incorrect
- Additional review will be conducted
14.3 External Dispute Resolution
If internal resolution is not satisfactory:
- Contact your payment provider (for payment disputes)
- File a complaint with consumer protection agency
- Seek legal advice if necessary
- We will cooperate with legitimate investigations
15. FRAUD PREVENTION
15.1 Fraud Detection
We monitor for fraudulent refund requests:
- Unusual refund patterns
- Multiple refund requests from same account
- Suspicious claims or evidence
- Abuse of refund policy
15.2 Consequences of Fraud
Fraudulent refund requests may result in:
- Denial of refund request
- Account suspension or termination
- Legal action if applicable
- Reporting to authorities
15.3 Our Commitment
- We investigate all claims thoroughly
- Legitimate claims are always honored
- We protect against fraud to maintain fair service
- Honest customers are never penalized
16. SPECIAL CIRCUMSTANCES
16.1 Promotions and Discounts
- Refunds for promotional orders follow promotion terms
- Discounted amounts may affect refund calculations
- Promotional items may have different refund policies
- Check promotion terms for specific details
16.2 Subscription or Membership Orders
- Refund policies may differ for subscription orders
- Contact customer support for subscription-specific policies
- Membership fees may have separate refund terms
16.3 Catering and Bulk Orders
- Large orders may have different refund policies
- Contact us before placing large orders to discuss terms
- Custom agreements may apply
- Advance notice may be required for cancellations
17. REPLACEMENT ORDERS
17.1 When Replacements Are Offered
Instead of refunds, we may offer:
- Replacement for wrong or missing items
- Full order replacement for quality issues
- Credit toward replacement order
- Discount on next order
17.2 Replacement Process
- Replacement orders are processed quickly
- Same or similar items are provided
- Delivery fees may be waived for replacements
- You will be notified of replacement details
17.3 Your Choice
- You may choose refund or replacement
- Some situations may require replacement (food safety)
- We will work with you to find the best solution
18. CUSTOMER RESPONSIBILITIES
18.1 Accurate Information
- Provide accurate delivery address
- Ensure contact information is correct
- Verify order before submission
- Review order confirmation
18.2 Timely Reporting
- Report issues immediately
- Don't wait to report problems
- Provide complete information
- Respond to our inquiries promptly
18.3 Cooperation
- Cooperate with our investigation
- Provide requested information or evidence
- Be honest and accurate in your claims
- Follow up if needed
19. RESTAURANT RESPONSIBILITIES
19.1 Order Accuracy
- Restaurants are responsible for order accuracy
- Quality issues are restaurant responsibility
- We work with restaurants to resolve issues
- Repeated issues may affect restaurant partnership
19.2 Refund Cooperation
- Restaurants cooperate in refund investigations
- Restaurants may be involved in resolution
- Restaurant policies may affect refund eligibility
- We mediate between customers and restaurants
20. CONTACT INFORMATION
For refund requests, questions, or concerns:
Email: support@foodzela.com
Phone: +96655591702
Hours: 8:30 - 17:00
Address: Saudi Arabia . ABHA
21. POLICY UPDATES
We may update this Refund Policy from time to time:
- Changes will be posted on our website
- Significant changes will be communicated to users
- Continued use constitutes acceptance of updated policy
- Review policy periodically for updates
22. ACKNOWLEDGMENT
By using FoodZela's services, you acknowledge that:
- You have read and understood this Refund Policy
- You agree to the terms and conditions outlined
- You understand your rights and responsibilities
- You will follow the refund request process
23. LEGAL RIGHTS
This policy does not affect your legal rights:
- Consumer protection laws apply
- Local regulations may provide additional rights
- This policy is in addition to, not instead of, legal rights
- Consult legal counsel if you have questions about your rights
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Thank you for choosing FoodZela. We are committed to ensuring your satisfaction and will work diligently to resolve any issues you may experience.
