Refund Policy

Last Updated: October 19, 2026

1. Introduction

This Refund Policy explains how refunds, cancellations, and payment disputes are handled when using Wafar, Wafar Vendor, and Wafar Delivery.

Wafar aims to handle refund requests fairly and transparently. Refund eligibility depends on the circumstances of the order, the payment method, the applicable merchant or service-provider terms, and applicable laws.

2. Order Cancellations

Customers may request to cancel an order through the available options in the app or by contacting customer support.

• Before acceptance or preparation: A cancellation may be accepted, subject to the order status and applicable terms.

• After preparation or dispatch: Cancellation may not be possible, or certain charges may apply where permitted by law.

• Completed orders: Completed orders generally cannot be cancelled, but customers may submit a complaint or refund request if there is a valid issue.

Submitting a cancellation request does not guarantee that the order will be cancelled.

3. Eligible Refund Requests

A customer may request a refund when, for example:

• The order was paid for but was cancelled and the payment was collected.

• The order was not delivered, subject to verification.

• The delivered items were incorrect or missing.

• The items were materially different from their descriptions.

• The items arrived damaged, defective, spoiled, or otherwise unsuitable, where applicable.

• A duplicate or incorrect charge occurred.

• A refund is required under applicable law.

Refund requests may be reviewed to verify the order details and the circumstances of the complaint.

4. Non-Eligible Refund Requests

A refund may be declined where permitted by law if:

• The customer changes their mind after an order has been prepared or dispatched.

• The customer provides an incorrect or incomplete delivery address.

• Delivery fails because the customer is unavailable or cannot be contacted, after reasonable delivery attempts.

• The complaint cannot be reasonably verified.

• The issue results from incorrect information provided by the customer.

Nothing in this section limits any mandatory consumer rights under applicable law.

5. Refunds for Food, Groceries, and Other Products

For food, groceries, pharmacy items, and other products, customers should report missing, incorrect, damaged, defective, or unsuitable items as soon as reasonably possible after delivery.

Where appropriate, customers may be asked to provide the order number, a description of the issue, and supporting photographs or other evidence.

Some products may be subject to legal or hygiene-related restrictions on returns. These restrictions do not exclude a refund or other remedy where required by law or where an order is defective, incorrect, or otherwise eligible for a remedy.

6. Delivery Fees and Service Charges

Delivery fees and other service charges may be non-refundable in certain circumstances, such as when the delivery service has already been provided or delivery failed due to circumstances attributable to the customer, where permitted by law.

If an order is cancelled, not delivered, or affected by an error attributable to a merchant, delivery provider, payment provider, or Wafar, the applicable charges will be assessed according to the circumstances and applicable law.

7. How to Request a Refund

To request a refund, contact Wafar support at info@wafarapp.com and provide:

• Your order number.

• The date of the order.

• A description of the issue.

• Relevant photographs or other supporting information, if available.

• Payment or transaction details, where necessary. Do not send your full card number, PIN, or security code.

You may also use any refund or complaint option available in the relevant app.

8. Review and Decision

Wafar may review the order, payment status, merchant information, delivery records, and evidence provided before making a decision.

We aim to respond within a reasonable period. Additional information may be requested when necessary. The outcome will depend on the facts of the case and applicable law.

9. Refund Processing Time

If a refund is approved, it will generally be sent to the original payment method where supported. Processing times depend on the payment provider, bank, and payment method.

A refund may take additional time to appear in the customer's account. Wafar cannot guarantee the processing time of a third-party bank or payment provider.

Where the original payment method cannot receive a refund, an alternative method may be arranged where lawful and agreed upon.

10. Cash Payments

For cash-on-delivery orders, any approved refund will be arranged through a method agreed upon with the customer, subject to verification and applicable law.

11. Merchant and Delivery Responsibilities

Merchants are responsible for the accuracy of product descriptions, product quality, preparation, packaging, and compliance with applicable requirements, as relevant to their role.

Delivery providers are responsible for performing delivery services in accordance with their applicable obligations. Responsibility for loss, damage, delay, or other issues will be assessed based on the circumstances, applicable agreements, and law.

Wafar will review complaints submitted through the platform and assist with their handling as appropriate. This policy does not exclude any responsibility that Wafar may have under applicable law.

12. Fraud and Abuse

Wafar may investigate suspected fraudulent, abusive, or repeated refund claims. Any action taken will be subject to applicable law and will not remove mandatory consumer rights.

13. Changes to This Policy

Wafar may update this Refund Policy from time to time. The updated version will be published on the relevant website or app, together with the revised effective date.

14. Contact Us

For refund requests or questions about this policy, contact:

Email: info@wafarapp.com
Website: https://wafarapp.com