customer / v1.0
Cancellation, Returns and Refund Policy
Clear ZoodyFoody rules and requirements for safe, fair, and reliable delivery.
Cancellation eligibility depends on order progress and applicable law.
Missing, incorrect, damaged, unsafe and undelivered orders are reviewed promptly.
Approved refunds use the original payment method where reasonably possible.
1. Scope and mandatory rights
This policy applies to customer cancellations, returns, credits and refunds for orders placed through ZoodyFoody. It supplements the Customer Terms and does not reduce any consumer guarantee, withdrawal right, remedy or limitation that cannot lawfully be excluded in the market where the order is supplied.
2. Customer cancellation
You may request cancellation before the partner accepts or begins preparation. Once customized, prepared, dispatched or perishable goods are in progress, cancellation may be refused or reasonable costs may be deducted, except where mandatory law gives a cancellation right. The app or support will show the outcome before any available cancellation is finalized.
3. Partner, courier or platform cancellation
An order may be cancelled when an item is unavailable, payment cannot be verified, the address is outside service coverage, delivery is unsafe or impossible, fraud is reasonably suspected, or the partner cannot fulfil the order. Amounts captured for an unfulfilled order will be released or refunded, subject to lawful deductions and payment-network processing.
4. Problems eligible for review
Contact support for an undelivered order, a missing item, a materially incorrect item, unsafe or contaminated food, damaged goods, an unauthorized duplicate charge, or goods that do not meet mandatory legal guarantees. Preference changes, minor presentation differences, incorrect customer instructions, normal temperature change during a reasonable journey, or dissatisfaction unsupported by an objective defect may not qualify.
5. Reporting and evidence
Report delivery and food-safety problems as soon as reasonably possible. Provide the order number, affected item, description and proportionate evidence such as a photograph or receipt. Never consume an item believed unsafe. Keep it only where safe and only until support advises otherwise. Evidence is used solely to investigate the claim and prevent abuse.
6. Available remedies
Depending on the issue, urgency and applicable law, the remedy may be completion of missing items, correction, replacement, redelivery, price reduction, account credit, partial refund or full refund. A credit will not replace a cash or card refund where law requires repayment through monetary means. Delivery and service fees are refunded when the corresponding service was not supplied or where otherwise legally required.
7. Refund method and timing
Approved refunds normally return to the original payment method. If that is unavailable, ZoodyFoody may use another lawful method after verifying the recipient. ZoodyFoody initiates the refund promptly; banks, card schemes, wallets and other providers control final posting time. A payment authorization release may appear differently from a completed refund.
8. Fraud, chargebacks and complaints
False claims, altered evidence and repeated abuse may lead to rejection or account review. This does not prevent a good-faith complaint or lawful chargeback. Contact support first where practical so the issue can be investigated. You may also use any complaint, alternative dispute-resolution, regulator or court process available under applicable law.