Eligible Refund Scenarios
| Scenario | Refund Amount | Timeline |
|---|---|---|
| Order cancelled within 2 minutes | 100% | Instant to Wallet / 5–7 days to source |
| Order not delivered | 100% | 5–7 business days |
| Wrong item delivered | Full or partial (reviewed) | 5–7 business days |
| Food quality complaint (with photo) | Partial (at our discretion) | 5–7 business days |
| Restaurant closed / unable to prepare | 100% | Instant to Wallet / 5–7 days to source |
Non-Refundable Scenarios
- Cancellation after preparation has begun (unless merchant-caused)
- Incorrect delivery address provided by the customer
- Delivery refused by the customer without valid reason
- Claims submitted more than 24 hours after delivery
Refund Method
Refunds are issued to the original payment method. You may optionally choose to receive the refund as Sooper Buddy Wallet credit for instant processing.
How to Raise a Refund
Go to My Orders → Select Order → Report an Issue in the app. Attach photos where relevant. Our team will review and respond within 24 hours.
All Policies
Questions? [email protected]