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Cancellation policy

Effective Date: 01-Jan-2025
Last Updated: 01-Jan-2025

At Ghizah, we strive to provide a seamless food delivery experience. However, we understand that situations may arise where you need to cancel an order. This Cancellation Policy outlines the terms under which orders can be canceled and any applicable charges.

1. Order Cancellation by Customers

1.1 Cancellation Window:

  • You can cancel your order within 5 minutes of placing it, provided the restaurant has not yet started preparing your food.
  • Once the restaurant begins preparation, cancellation may not be possible, and you may be charged a cancellation fee.

1.2 How to Cancel:

  • To cancel your order, go to the ‘My Orders’ section in the Ghizah app or website and select the order you wish to cancel.
  • You will receive a confirmation notification once your cancellation request is processed.

1.3 Cancellation Fees:

  • No Fee if canceled within the 5-minute window or before the restaurant starts preparation.
  • A cancellation fee may apply if the restaurant has started preparing the food or if the delivery partner has been assigned.

2. Order Cancellation by Ghizah or Restaurants

2.1 Reasons for Cancellation:
An order may be canceled by Ghizah or the restaurant due to the following reasons:

  • Item Unavailability: The ordered items are out of stock or unavailable.
  • Restaurant Closure: The restaurant is temporarily closed due to unforeseen circumstances.
  • Technical Issues: System errors or technical glitches that prevent order processing.
  • Delivery Constraints: If your location is outside the delivery radius or inaccessible due to weather, traffic, or other factors.

2.2 Notification & Refunds:

  • You will be notified immediately if your order is canceled by Ghizah or the restaurant.
  • A full refund will be processed to your original payment method.

3. Order Cancellation by Delivery Partners

3.1 Failed Delivery Attempts:
Your order may be canceled by the delivery partner in the following cases:

  • Incorrect Address: The delivery address provided is incorrect or incomplete.
  • Unreachable Customer: If the delivery partner is unable to reach you after 3 attempts or within 10 minutes of arrival.
  • Restricted Access: If the delivery partner cannot access your location due to security or other restrictions.

3.2 Refund Policy for Failed Deliveries:

  • In cases where the delivery partner cancels the order due to reasons beyond Ghizah's control, no refund will be issued.
  • If the delivery was canceled due to a mistake on our part or the delivery partner’s, a full or partial refund may be provided.

4. Refund Process for Cancellations

4.1 Refund Timeline:

  • Refunds for canceled orders will be processed within 5-7 business days to the original payment method (credit/debit card, UPI, wallet, etc.).
  • For Cash on Delivery (COD) orders, refunds will be credited to your Ghizah wallet or via bank transfer upon providing the necessary details.

4.2 Contact for Refund Issues:
If you do not receive your refund within the specified time frame, please contact our support team for assistance.

5. Special Circumstances

5.1 Prepaid Orders:
If you cancel a prepaid order after the restaurant has started preparation, the refund amount may be adjusted based on the preparation stage and delivery assignment.

5.2 Promotional Orders:
Orders placed with discounts, offers, or promotional codes may be subject to special cancellation terms. Please refer to the specific terms of the promotion for details.

6. Contact Us

For any questions or issues related to order cancellations, please reach out to us:

  • Email:info@ghizah.com
  • In-App Support: Available through the Ghizah app under the Help & Support section.

By placing an order through Ghizah, you agree to this Cancellation Policy. We appreciate your understanding and look forward to serving you better.