❌ Cancellation Policy – Wasl App

Effective Date: 14/09/2025

1. Order Cancellation by Customer

Customers can cancel an order before the store starts preparing it without any charge.

If the order is canceled after preparation has started, the customer must pay the full order value (excluding delivery fee).

If the driver has already picked up the order, the customer must pay the full order value plus delivery charges.

2. Order Cancellation by Store

If the store cannot fulfill the order (e.g., item out of stock), the order will be canceled and the full amount refunded to the customer.

The customer will be notified immediately via the app and chat.

3. Order Cancellation by Driver

If the driver cancels before picking up the order, it will be reassigned to another driver.

If the driver delays or fails to deliver, the customer may contact support for redelivery or a refund of the delivery fee.

4. Special Cases

Fake or duplicate orders will result in account suspension and rejection of future orders.

Failure of the customer to respond upon driver arrival will be treated as a completed order, and the full amount will be charged.

5. Refund Process for Canceled Orders

For electronic payments, refunds will be credited back to the wallet or original payment method within 2–5 business days.

For cash payments, compensation will be provided via the in-app wallet.