Cancellation policy
Draft for legal review. If the Arabic and English texts differ, the Arabic text prevails.
Before the store accepts
You can cancel for free while the order shows “Placed”.
After the store accepts
If some products are not available, the store cancels the order and sends you the unavailable products and a note, and you can reorder.
Otherwise open a chat in Support and we decide with you. After the driver picks up the order, only our team can cancel it.
Cancelled by the store or the system
An order may be cancelled when the store does not answer within 5 minutes or no driver is available. You pay nothing for a cancelled order.
In a multi-store order, if one store rejects or cancels its part, the delivery fee is worked out again over the remaining parts and stays within what you saw when you ordered. If your free-delivery points were on the cancelled part, you get them back.
Refunds
Payment is in cash, so any refund is made in cash with the store within 7 days of delivery.