Refund Policy

1. Overview

At Zaferr, we strive to ensure customer satisfaction with every order. This Refund Policy outlines the circumstances under which refunds or credits may be issued for orders placed through our platform.

2. Order Cancellation

2.1 Customer-Initiated Cancellation

• Before Restaurant Acceptance: Full refund if cancelled before the restaurant accepts the order
• After Restaurant Acceptance: Cancellation may not be possible. Contact support immediately
• During Preparation: Refunds are at the restaurant's discretion
• After Dispatch: No refund available once the order is out for delivery

2.2 Restaurant-Initiated Cancellation

If a restaurant cancels your order due to unavailability of items or other reasons, you will receive a full refund to your original payment method.

3. Refund Eligibility

You may be eligible for a refund or credit in the following situations:

• Wrong Order: You received items different from what you ordered
• Missing Items: Parts of your order are missing
• Quality Issues: Food is spoiled, contaminated, or unfit for consumption
• Excessive Delay: Order arrives significantly later than the estimated time without prior notice
• Order Not Received: Order was marked as delivered but you never received it
• Packaging Issues: Food arrived spilled or in damaged packaging

4. Non-Refundable Situations

Refunds will NOT be issued in the following cases:

• Change of mind after order acceptance
• Incorrect address provided by customer
• Customer unavailable at delivery location
• Subjective taste preferences (e.g., "too spicy," "not enough salt")
• Delays due to weather, traffic, or other circumstances beyond our control
• Orders already consumed or partially consumed
• Failure to report issues within the specified timeframe

5. How to Request a Refund

To request a refund:

1. Contact Us Immediately: Report the issue within 24 hours of delivery
   • WhatsApp: +94775124506
   • Email: contact@zaferr.lk
   • Through the app: Go to Order History → Select Order → Report Issue
2. Provide Evidence: Include photos of the issue (wrong items, missing items, quality issues, etc.)
3. Order Details: Provide your order number and details of the issue
4. Wait for Review: Our team will review your request within 24-48 hours

6. Refund Processing

6.1 Refund Methods

• Cash on Delivery: Refund via bank transfer or Zaferr wallet credit
• Digital Payments: Refund to original payment method
• Wallet Credit: Instant credit to your Zaferr wallet for future orders

6.2 Refund Timeline

• Zaferr Wallet: Instant credit upon approval
• Bank Transfer: 3-5 business days
• Credit/Debit Card: 5-7 business days
• Mobile Wallets: 1-3 business days

7. Partial Refunds

In cases where only part of your order has issues (e.g., one item missing from a multi-item order), we may issue a partial refund for the affected items only.

8. Promotional Credits and Discounts

If you used a promotional code or discount on your order:

• Refunds will be for the amount actually paid
• Promotional codes may not be reissued for cancelled orders
• Zaferr wallet credits may be provided as an alternative

9. Delivery Fee Refunds

Delivery fees are generally non-refundable unless:

• The order was cancelled by the restaurant before dispatch
• The order was never delivered due to our error
• There was a significant delay caused by Zaferr or the delivery partner

10. Dispute Resolution

If you disagree with our refund decision:

1. Contact our customer support team with additional information
2. We will review your case again within 48 hours
3. Our decision after the second review will be final

11. Fraudulent Claims

Zaferr reserves the right to:

• Investigate suspicious refund requests
• Deny refunds for fraudulent claims
• Suspend or terminate accounts that abuse the refund policy
• Take legal action against fraudulent activities

12. Contact Information

For refund requests or questions about this policy:

13. Policy Updates

We may update this Refund Policy from time to time. Changes will be posted on this page with an updated "Last updated" date. Continued use of our service after changes constitutes acceptance of the updated policy.