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Refund policy

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

At Ghizah, we strive to deliver fresh, hot, and tamper-proof meals to your doorstep. However, we understand that issues may arise from time to time. This Refund Policy outlines the conditions under which refunds will be issued for orders placed through our platform.

1. Eligibility for Refunds

Refunds may be issued in the following situations:

1.1 Order Cancellations:

  • By the Customer:
    • You can cancel your order within 5 minutes of placing it through the Ghizah app or website. Orders canceled after this period may not be eligible for a refund, as the restaurant may have started preparing your food.
  • By the Restaurant or Ghizah:
    • Orders may be canceled due to unforeseen circumstances such as item unavailability, restaurant operational issues, or technical glitches. In such cases, a full refund will be processed.

1.2 Incorrect or Missing Items:
If your order contains incorrect items, missing items, or items that were not as described, you may request a refund. Please report the issue within 1 hour of receiving your order, along with photographic evidence if applicable.

1.3 Tampered or Damaged Packaging:
Ghizah ensures tamper-proof packaging for all orders. If the seal is broken or the packaging is damaged upon delivery, please refuse the order and contact us immediately. A refund or replacement will be provided after verification.

1.4 Late Deliveries:
If your order is delivered significantly later than the estimated time (beyond 30 minutes of the promised window) and the delay is not due to factors beyond our control (such as weather, traffic, or natural disasters), you may be eligible for a partial or full refund.

1.5 Payment Issues:
If you have been charged incorrectly, such as duplicate charges or incorrect billing amounts, please contact us immediately for a refund.

2. Non-Refundable Situations

Refunds will not be provided in the following cases:

  • Change of mind after the food has been prepared.
  • Dissatisfaction with the taste, portion size, or presentation, unless the food is spoiled or not as described.
  • Failure to receive the order due to incorrect delivery address or unavailability of the recipient.
  • Delays caused by factors beyond Ghizah’s control (e.g., weather, traffic conditions).

3. Refund Process

3.1 How to Request a Refund:
To request a refund, please contact our support team through the Ghizah app, website, or customer service helpline within 1 hour of receiving your order. Provide the following details:

  • Order ID
  • Description of the issue
  • Photographic evidence (if applicable)

3.2 Refund Timeline:
Once your refund request is reviewed and approved:

  • Refunds will be processed within 5-7 business days.
  • The refund will be credited to the original payment method (credit/debit card, UPI, wallet).
  • For cash on delivery (COD) orders, refunds will be processed through your preferred method (bank transfer, wallet credit, etc.).

4. Contact Us

For any questions or issues related to refunds, please contact 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 Refund Policy. We appreciate your understanding and are committed to resolving any issues promptly.