Refund & Cancellation Policy

This Policy explains cancellations, refunds and credits on the KwikFastHurry Platform. It forms part of the Platform Terms of Service. Nothing in this Policy limits any consumer rights you have that cannot be waived by agreement.

#1. Cancelling an order

#1.1 Before the Vendor accepts

Cancel from the order screen and you receive a full refund, automatically and with no fee.

#1.2 After the Vendor accepts, before preparation starts

Usually a full refund. If the Vendor has already committed cost to your order, a partial charge may apply. The app tells you the exact amount before you confirm the cancellation.

#1.3 After preparation has started

Food and other perishable or made-to-order goods cannot be resold. A cancellation at this point is generally not refundable, because the Vendor and the Rider have already done the work. You will see a clear warning before confirming.

#1.4 After the Rider has collected the order

Not refundable, except where something has gone wrong on our side or the Vendor's — see Section 3.

#1.5 Cancellations by us or the Vendor

If a Vendor cannot fulfil an order, or we cancel it for operational, safety or fraud reasons, you receive a full refund including all fees. We will tell you why.

Quick rule of thumb: the earlier you cancel, the more you get back. Once food is being cooked, someone has already paid the cost.

#2. Timing summary

#3. When something goes wrong

Report the problem within 48 hours of delivery through Orders → Help in the app, or to support@kwikfasthurry.com. Photographs help us resolve a claim quickly and fairly.

We assess each claim on its facts, using order data, Rider location and photographs, and the Vendor's account of what happened. We may ask you a few questions before deciding.

#4. Refunds and credits

#4.1 Method

Refunds go back to the original payment method by default. Where you prefer, or where the original method is closed, we can issue KwikFastHurry credit to your account instead. Credit never expires, is not transferable, and cannot be exchanged for cash.

#4.2 How long it takes

We release a refund as soon as it is approved. The time it then takes to appear is controlled by your bank or card issuer, not by us.

#4.3 Tips

If your order was never delivered, the tip is refunded in full. If a delivery had a problem that was not the Rider's fault, we generally leave the tip with the Rider — you can still adjust it in the app within the window shown.

#5. Subscriptions

If you subscribe to a KwikFastHurry membership:

• Charges recur automatically until you cancel.
• Cancel any time from Profile → Membership; you keep the benefits until the end of the paid period.
• We do not pro-rate part-months, except where required by law.
• A free trial converts to a paid subscription unless you cancel before it ends. We will remind you before the first charge.
• If we raise the price, we will give you at least 30 days' notice and the chance to cancel before it applies.

#6. Fair use

Refunds exist to put right genuine problems. We monitor for patterns that suggest abuse — for example, a high proportion of "never arrived" claims relative to orders. Where we see such a pattern we may require additional evidence before approving a refund, limit automatic refunds on an account, or, in clear cases of fraud, suspend the account under our Acceptable Use Policy.

We will always tell you if your account has been placed under review and give you the chance to explain.

#7. Chargebacks

If you believe a charge is wrong, please contact us first — we can usually resolve it in minutes, and a chargeback takes weeks. Raising a chargeback for an order you received and were satisfied with is a breach of the Acceptable Use Policy and may result in account suspension while the dispute is resolved.

#8. Vendor-side refunds

Where a refund arises from a Vendor's error — a missing item, an incorrect order, a food-safety issue — the cost is generally recovered from that Vendor under the Vendor & Merchant Agreement. Vendors can review and dispute any charge-back in the Vendor app within 7 days.

#9. Escalation

If you are unhappy with a refund decision, reply to the decision in the app or email support@kwikfasthurry.com with the subject line "Refund Review". A second reviewer will look at it afresh. We aim to respond within 7 days. If you remain unsatisfied, see Contact & Legal Notices for formal dispute options.