Refund Policy

Last updated: 17/08/2024

At Tawato, we strive to provide high-quality service for meal deliveries, shopping, pharmaceutical product deliveries, grocery items, and parcel transport. However, we understand that situations may arise where you might need a refund. This refund policy outlines the conditions under which we may issue a refund.

Cancellation of Order Before Preparation:
If you wish to cancel your order before it is prepared, whether for a meal, shopping product, pharmaceutical item, grocery product, or parcel, you can do so by contacting us directly through our app or by calling our customer service. In this case, we will provide a full refund for your order.

Cancellation of Order After Preparation:
Once your order has been prepared, we can no longer accept cancellations. However, if you encounter a problem with your order, please contact us immediately so that we can find an appropriate solution, such as a replacement or a partial refund.

Quality Issues or Order Errors:
If you notice a quality issue with your order or if you receive an incorrect product, whether it is a meal, shopping item, pharmaceutical product, grocery item, or parcel, please contact us as soon as possible. We will assess the situation and, if the issue is confirmed, we will either provide a full refund or offer a replacement.

Delivery Issues:
We strive to deliver your orders within the expected timeframes. However, circumstances beyond our control may cause delays or delivery issues. If you encounter a delivery problem, please contact us so we can resolve the situation. In some cases, we may offer a partial or full refund depending on the severity of the issue.

Refunds for Online Payments:
If you made your payment online through our app, we will process your refund directly to the payment method used at the time of ordering. Please note that the refund processing time may vary depending on your payment provider.

Refunds for Cash Payments:
If you made your payment in cash at delivery, we will contact you to arrange the refund. In this case, we may ask you to provide your contact details in order to process the refund.

Please note that all refund requests must be submitted within 24 hours of receiving your order.

For any refund requests, please contact us through our app or by calling our customer service. We will do our best to resolve your issue quickly and efficiently.

Thank you for your understanding and trust in our delivery services.

For more information about our refund policy, please contact us at: contact@tawato.com.