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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.
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.
Customers are eligible for a full refund if the order is canceled before it has been accepted or prepared by the merchant or restaurant.
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.
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.
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.
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.
Approved refunds will be processed back to the original payment method used at the time of purchase.
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.
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.
Customers may contact Tawseelat support through official channels for refund requests, complaints, or inquiries.
