Refund and Return Policy

Last Updated: [Update Date]

This Refund and Return Policy outlines the terms and conditions related to refund requests made through the Tawseelat Platform. By using the platform, customers agree to this policy.

1. Nature of the Service

Tawseelat operates as an online marketplace that connects customers with merchants, restaurants, and independent delivery service providers. Tawseelat does not own, manage, or operate any stores, restaurants, or delivery fleets. Responsibility for order preparation, quality, and delivery lies with the respective service providers.

2. Order Cancellation and Eligibility for Refund

Before Order Acceptance

Customers are eligible for a full refund if the order is canceled before it has been accepted or prepared by the merchant or restaurant.

After Order Acceptance

Once the order has been accepted and preparation has begun, a refund is not guaranteed. Any refund, if approved, will depend on the merchant or restaurant’s assessment of incurred costs.

After Order Dispatch or Delivery

Orders that have been dispatched or delivered are generally not eligible for a refund unless there is a verified issue as outlined in Section 4.

3. Non-Delivery or Failed Orders

If an order is not delivered due to an error by the merchant, restaurant, or delivery provider, the platform will review the case. A full or partial refund may be issued depending on the outcome of the investigation.

4. Incorrect, Missing, or Damaged Orders

If the customer receives an incorrect, incomplete, or damaged order, they must report the issue within 24 hours of delivery, including supporting evidence where possible. The case will be reviewed in coordination with the merchant or restaurant, and a refund or compensation may be issued if the claim is validated.

5. Refund Method

Approved refunds will be processed back to the original payment method used at the time of purchase.

6. Refund Processing Time

Refunds may take between 7 to 14 business days to be processed, depending on the policies of the bank or payment service provider. Tawseelat is not responsible for delays caused by financial institutions.

7. Role of Tawseelat

Tawseelat acts solely as a technical intermediary between customers and service providers. It does not assume responsibility for product quality, availability, or delivery performance beyond its role as a facilitator. The platform will make reasonable efforts to assist in resolving disputes.

8. Customer Support

Customers may contact Tawseelat support through official channels for refund requests, complaints, or inquiries.