1. Overview

Furtilo strives to provide a reliable food ordering and delivery experience. This Refund Policy explains when refunds may be issued and how they are processed. Refund eligibility depends on the nature of the issue and verification of the claim.

2. Eligible Refund Scenarios

Refunds may be provided in the following cases:

3. Non-Refundable Scenarios

Refunds may not be issued in the following situations:

• Incorrect address provided by the customer
• Failure to accept delivery
• Cancellation after food preparation has started
• Change of mind
• Minor taste or preference complaints
• Delays caused by external factors such as traffic or weather unless excessive

4. Refund Request Process

To request a refund:

1. Submit a complaint through the Furtilo app or contact support.
2. Provide order details and a description of the issue.
3. Submit supporting evidence if required (e.g., photos).

All refund requests are subject to review and verification.

5. Refund Method

Approved refunds will be processed through:

• The original payment method, or
• Furtilo wallet credit (if applicable)

6. Refund Processing Time

Refund timelines may vary:

• Wallet refunds: up to 24 hours
• Online payment refunds: 5–10 business days
• Bank processing times may vary based on financial institution

7. Partial Refunds

Furtilo may issue partial refunds if only part of the order is affected.

8. Dispute Resolution

Furtilo reserves the right to make the final decision regarding refund eligibility after reviewing platform records and submitted evidence.

9. Policy Updates

Furtilo may modify this Refund Policy at any time. Updated versions will be posted on the platform.

10. Contact Support