Refunds and cancellation

• Before a delivery partner has started shopping: cancel free of charge, refunded in full.
• After shopping has started: the goods already bought for you are charged, along with the delivery fee if the partner is already in transit. Anything not yet bought is not charged.
• After delivery: an order cannot be cancelled, but the sections below apply.

You can cancel in the app, or by messaging us on WhatsApp.

If no delivery partner can be found, if the goods are unavailable, or if we cannot safely reach your address, we cancel the order and refund you in full, including all fees.

• An item is missing from the delivered order.
• An item is spoiled, damaged, or not fit to eat when it arrives.
• You were charged for an item you did not approve, including a substitution you did not agree to.
• The weight delivered is materially less than the weight charged.
• The order did not arrive at all, or arrived so late as to be of no use.

• You changed your mind about produce that was bought correctly and delivered in good condition.
• You approved a substitution and then decided against it after delivery.
• Normal variation in the appearance, size or ripeness of fresh produce.
• Nobody was available to receive an order you had accepted, after the partner waited and tried to reach you. See the delivery policy.
• The claim is made after the time limits below, so that we have no way of checking what arrived.

Message us on WhatsApp with your order number and a photograph of the problem.

For meat, fish and anything else perishable: within 4 hours of delivery. For everything else: within 24 hours. These limits are short because fresh goods change quickly, and a photograph taken later cannot tell us what was delivered.

Keep the item until we have answered. We may ask for one more photograph; we will not ask you to return it.

Where only part of an order is affected, we refund the price of those items. Where the whole order has failed, we refund everything you paid for it, including the service and delivery fees.

You may ask for a replacement on the next delivery instead of money, and in most cases that is faster.

• Cash orders: refunded in cash by the delivery partner at the next delivery, or as credit on your account — your choice.
• Card orders: refunded to the card used. We submit the refund within 2 working days of approving your claim; how long it then takes to appear is set by your bank, and is usually 5 to 10 working days.
• Account credit: available immediately, and used automatically against your next order.

We aim to answer a claim within one working day. Where we need to ask the delivery partner or the stall, it may take up to three.

Ask us to review it, and a different person will look at it. You may also take the matter to the Consumer Affairs Authority. Nothing in this policy limits your rights under Sri Lankan consumer law.

Questions about this policy can go to the contact page, or on WhatsApp to the number published there.