Refund and Cancellation Policy

1. Scope

This policy explains how cancellations and refunds work for orders placed through the Jeetak customer app or website for food, grocery, pharmacy, parcel and similar delivery modules.

It applies to payments collected by Jeetak for marketplace orders (including card, wallet, and other enabled payment methods). Cash-on-delivery orders follow the same cancellation rules; refunds of cash already paid to a courier are handled case by case.

2. Apple App Store and Google Play — important notice

Jeetak is a marketplace for physical goods and services consumed outside the app. Order payments are processed by Jeetak and/or its payment partners, not as Apple In-App Purchase or Google Play Billing digital purchases.

Therefore:

• Apple and Google do not process refunds for Jeetak marketplace orders.
• Requesting a refund in App Store / Play Store account settings does not cancel or refund a Jeetak delivery order.
• For order refunds or cancellations, use the Jeetak app (Order details) or contact info@jeetak.store.
• If you paid Apple or Google only for a digital App Store / Play product (for example a paid app purchase, if any), those refunds follow Apple’s or Google’s own policies — not this document.

This disclosure is provided so customers and store reviewers can clearly distinguish marketplace order refunds from platform digital billing refunds.

3. Cancellation before delivery

You may cancel an order in the app while it is still eligible (typically while pending / not yet accepted or before preparation/dispatch has advanced, depending on module and store rules).

Once a store has accepted and started preparing an order, or a courier is assigned/en route, cancellation may be limited or unavailable. In that case, contact support immediately; we will try to help but cannot guarantee cancellation after fulfilment has started.

If a paid order is cancelled successfully before delivery, eligible amounts are returned according to Section 7.

4. Refunds after delivery or order issues

You may request a refund or remedy when, for example:

• Items are missing, wrong, damaged, spoiled or unsafe.
• The order is not delivered or is unreasonably delayed.
• There is a clear pricing/charging error attributable to the platform.
• Pharmacy or parcel contents do not match what was confirmed, subject to verification.

Perishable food that was delivered correctly and accepted is generally not refundable for change of mind.

5. How to request a cancellation or refund

Preferred path (fastest):

1. Open the Jeetak customer app → Orders → select the order.
2. Use Cancel (if available) or submit a Refund request with a reason and optional photos.
3. Keep your Order ID for follow-up.

Alternative: email info@jeetak.store or call +963998864185 with your Order ID, issue description, and evidence.

Please submit refund requests as soon as reasonably possible after discovering the issue (ideally within 24–48 hours of delivery for food/grocery, and within a reasonable time for non-perishable/pharmacy/parcel issues).

6. Evidence and review

We may ask for photos, packaging details, or clarification. Incomplete requests may take longer or be declined.

Jeetak reviews requests with store and/or courier information when needed. Typical review target: within a few business days after we receive complete information (complex cases may take longer).

7. Refund outcomes and methods

If approved, we may issue a full or partial refund, replacement, or credit, depending on the issue.

Refund method depends on how you paid:

• Wallet payments → credit to Jeetak wallet when possible.
• Card / online gateway → refund to the original method when the gateway and bank support it; otherwise wallet credit may be offered.
• Cash on delivery → no online charge to reverse; remedies may be wallet credit, replacement, or other resolution after verification.
• Promotional discounts may be recalculated; free delivery promotions may not be re-issued.

Bank or payment-provider timelines are outside Jeetak’s control once a refund is submitted to the gateway.

8. Non-refundable or limited cases

• Change of mind after correct delivery of perishable food.
• Customer provided a wrong/incomplete address or was unreachable after reasonable delivery attempts.
• Order was modified/cancelled by the customer after the store started preparation, where costs were already incurred (partial deduction may apply).
• Evidence shows misuse, duplicate claims, or fraud.
• Force majeure / events outside reasonable control, except where required by applicable consumer rules.
• Third-party payment disputes filed in bad faith after a valid delivery.

9. Delivery fees, tips and wallet top-ups

Delivery fees may be refunded when an order is cancelled early or fails for reasons attributable to Jeetak/store/courier, at our discretion and subject to the case.

Courier tips, if collected separately, are generally not refundable once paid out.

Wallet top-ups are not “purchases of goods”; unused wallet balance remains in your account subject to the privacy/account rules. Wallet balance spent on orders follows this refund policy.

10. Store and courier roles

Jeetak operates a multi-vendor platform. Some remedies require confirmation from the partner store. Jeetak coordinates the customer-facing decision and refund where Jeetak collected payment.

11. Contact, language and updates

Privacy and data questions: see Privacy Policy. Account deletion: Delete Account.

Refund support: info@jeetak.store · +963998864185

We may update this policy. The effective date/version above will change when we do. Continued use of Jeetak after an update means you accept the revised policy for new orders.

Arabic and English versions are provided for convenience. If wording differs, the version presented in your app language for the order context will be used for customer communication, without limiting mandatory consumer protections.

Contact: info@jeetak.store · +963998864185 · ·