Refund & Cancellation Policy

Last updated: January 2026

1. Order Cancellation

By Customer

  • Before vendor accepts: Full refund
  • After vendor accepts but before preparation: Full refund minus cancellation fee
  • After preparation starts: No refund (order cannot be cancelled)

By Vendor

If a vendor cancels your order, you will receive a full refund including any delivery charges paid.

2. Refund Eligibility

You may be eligible for a refund in the following cases:

  • Order not delivered
  • Wrong items delivered
  • Missing items from order
  • Food quality issues (spoiled, contaminated)
  • Damaged packaging affecting product quality
  • Significant delay (more than 1 hour past estimated time)

3. How to Request a Refund

  1. Open the Asli app
  2. Go to Order History
  3. Select the order with the issue
  4. Tap "Report Issue" or "Request Refund"
  5. Describe the issue and attach photos if applicable
  6. Submit your request

Important: Refund requests must be made within 24 hours of delivery.

4. Refund Processing Time

  • Wallet Refund: Instant (credited to Asli wallet)
  • Original Payment Method: 5-7 business days
  • Bank Transfer: 7-10 business days

5. Non-Refundable Cases

Refunds will not be provided for:

  • Change of mind after order is prepared
  • Incorrect delivery address provided by customer
  • Customer not available to receive delivery
  • Minor variations in food appearance from menu photos
  • Complaints made after 24 hours of delivery

6. Partial Refunds

In cases where only some items are affected (missing or wrong items), we will refund the value of those specific items only.

7. Promotional Orders

For orders placed using promo codes or discounts, refunds will be calculated based on the actual amount paid, not the original price.

8. Contact Support

If you have any questions about refunds or need assistance, please contact our support team: