FlexiEats Refund & Cancellation Policy

1. Payment and receipt PIN

For applicable digital orders, payment is initially authorized and captured when the seller verifies the buyer’s receipt PIN. Give the PIN only after receiving your order. It records handover; it does not establish that every aspect of the food is satisfactory or waive a valid safety, missing-item, unauthorized-payment, or other statutory claim. Cash orders follow the cash arrangement shown at checkout.

2. Cancellation before fulfillment

Use the order’s cancellation option before seller acceptance where available. If payment is only authorized, an approved cancellation releases the authorization rather than refunding a captured charge. After acceptance or preparation begins, contact the seller promptly; a change of mind does not automatically entitle a customer to a refund for prepared perishable food, subject to applicable law.

A seller who cannot fulfill an order must notify the customer and cancel through the supported order process. Depending on payment status, the payment authorization must be released or the appropriate refund arranged. Sellers must not request a receipt PIN for an unfulfilled order.

3. Problems after handover

Report missing, incorrect, unsafe, or materially misdescribed items promptly to the seller and retain the order identifier and relevant evidence. Contact support@flexieats.com for unresolved issues or suspected policy violations. Do not consume food you believe is unsafe.

After PIN-confirmed receipt, the original seller decides whether to approve an ordinary full or partial refund. FlexiEats does not independently grant routine post-PIN refunds. We may help the customer and seller communicate and process a refund the seller has approved through supported payment tools. Contacting support or filing a complaint does not itself authorize or guarantee a refund.

The seller-approval rule does not override refunds, chargebacks, or reversals required by applicable law or payment-provider rules. Sellers must cooperate with legitimate investigations. Payment capture or transfer does not make an approved or required refund technically impossible.

4. Reposted items and rewards

The original seller fulfills orders placed through a repost. Submit food or fulfillment concerns against that order; the collection owner does not replace the seller. Refund calculations must address the affected amount actually paid, including the applicable creator markup for refunded item units, subject to the approved full or partial refund. Creator rewards and related settlements may be adjusted or reversed accordingly; no party may retain an amount the law requires to be refunded.

Cash refunds require the appropriate seller/customer cash resolution and any applicable commission adjustment; a digital refund does not automatically return cash paid outside the processor.

5. Fraud and payment disputes

Apple Pay, Google Pay, and receipt verification help reduce risk but cannot eliminate fraud or chargebacks. Do not fabricate claims, manipulate receipts, or seek duplicate recovery for the same loss. FlexiEats may investigate and restrict accounts for substantiated abuse. A good-faith complaint, honest review, or lawful dispute is not itself abuse, and this policy does not restrict rights available through a payment provider or applicable law.

6. Processing timelines

Authorization releases, refunds, transfers, and bank posting times vary by processor and financial institution. An approved action may not appear immediately on a statement. Refunds are ordinarily returned through the original payment method where supported. Contact support with the order identifier if an expected adjustment has not appeared; do not send raw payment credentials.