Effective Date: February 23, 2025

At G Delivers, we strive to provide efficient and reliable delivery services. However, we understand that there may be instances where cancellations and refunds are necessary. This refund policy outlines the conditions under which refunds are granted.

1. Cancellation and Refund Eligibility

Before Merchant Acceptance: You may cancel your order at any time before the merchant accepts it. In this case, you will receive a 100% refund to your G Delivers wallet.

After Merchant Acceptance: Once the merchant accepts your order, cancellations are no longer allowed, and no refunds will be provided.

2. Merchant Cancellation Policy

No Cancellation After Acceptance: Once a merchant accepts an order, they cannot cancel it under any circumstances.

Merchant Responsibility for Refunds: If a merchant cancels an order after accepting it, the full amount of the order will be charged to the merchant, and a 100% refund will be provided to the customer via the G Delivers wallet.

Ingredient or Stock Unavailability: Merchants are responsible for ensuring they have the necessary ingredients or stock before accepting an order. Lack of ingredients or raw materials is not a valid reason for cancellation. If an order is canceled for this reason, the merchant must bear the full refund cost to the customer.

3. Refund Method

All refunds will be credited only to your G Delivers wallet.
Refunds will not be returned to the original payment method used for the transaction (e.g., credit/debit card, e-wallet, cash on delivery).

Wallet refunds can be used for future orders within the G Delivers app.

4. Non-Refundable Cases

Refunds will not be provided in the following situations:
The order has been prepared or dispatched by the merchant.
The order was delivered to the provided address.
The cancellation request was made after the rider picked up the order.
Incorrect delivery details were provided by the customer.
Disputes regarding food quality or merchant service (these should be resolved with the merchant directly).

5. How to Request a Refund

To request a refund, go to the Help Center in the G Delivers app.
Select the order in question and provide details regarding your request.
Refunds, if applicable, will be processed within 3-5 business days and credited to your G Delivers wallet.

6. Changes to this Policy

G Delivers reserves the right to modify this refund policy at any time to improve service and transparency. Users will be notified of any changes via the app.
For further inquiries, contact our customer support team through the G Delivers app.