Cancellation & Refund Policy

1. Order Cancellation by Customer

• Before Store Confirmation: You can cancel your food or grocery order free of charge immediately after placing it, provided the merchant partner has not accepted or begun preparation.
• After Food Preparation Begins: Because food items are prepared fresh to order, cancellations requested after food preparation has begun cannot be refunded.
• Jibli Send (Parcel Courier): Parcel bookings can be cancelled free of charge before a delivery partner has been dispatched to the pickup location.

2. Cancellation by Jibli or Merchant

In rare cases, Jibli or the merchant partner may cancel an order due to unavailability of ordered items, extreme weather conditions, or unserviceable delivery locations. In such events:

• You will receive an instant notification explaining the reason.
• If prepaid online, 100% of the amount will be automatically refunded without any cancellation deductions.

3. Eligibility for Returns & Refunds

You are entitled to a full or partial refund in the following circumstances:

• Missing or Incorrect Items: If an item was charged but not delivered, or an entirely different item was delivered.
• Damaged or Tampered Packaging: If the packaging was severely damaged, unsealed, or spilled during rider transit.
• Expired or Stale Groceries: If packaged grocery items delivered were past their expiry date.
• Delivery Delay Beyond Acceptable Window: If delivery was delayed abnormally (more than 60 minutes past estimated time) due to no fault of the customer.

4. Refund Processing Timelines

5. How to File a Dispute / Refund Request

To report an issue and claim a refund, contact us within 2 hours of order delivery: