Return & Refund Policy

This Return & Refund Policy applies to purchases made through Flazo’s food ordering and delivery Services. Because we deal in perishable prepared food, returns of physical goods are generally not possible; eligible issues are handled as refunds or order credits.

1. General rule

Food and beverages are prepared to order. Once an order is accepted by a restaurant and/or handed to a rider, it usually cannot be “returned”. If something goes wrong, contact us promptly so we can help.

2. When you may request a refund

You may request a refund or credit if, for example:

• The order was cancelled before restaurant acceptance
• You paid but the order was not delivered
• You received the wrong items or a substantially incomplete order
• Food quality or safety issues (e.g. spoiled or contaminated items)
• A technical or payment error charged you incorrectly

3. When refunds may be declined

• Change of mind after the restaurant has started preparing
• Incorrect address or unreachable customer at delivery
• Taste preference alone, where the order matches the menu
• Requests made long after delivery without clear evidence

4. How to request

1. Open the Flazo app (or website) and use Help / Support on the order, or
2. Email support@flazoapp.com with your order ID, phone number, and a short description (photos help).

Please report issues as soon as possible — ideally within 24 hours of the delivery or expected delivery time.

5. Review & decision

We may contact the restaurant or rider, and ask for photos or other details. Approved refunds may be issued as:

• Full or partial refund to the original payment method
• Wallet / app credit (where available)
• Replacement items (where the restaurant agrees)

6. Payment partner (PayHere)

Card and online payments are processed by PayHere (or other payment partners we enable). Refund timelines depend on the bank or payment method and may take several business days after we approve a refund.

7. Cancellations

• Before restaurant acceptance — usually free cancellation; payment authorised may be released or refunded.
• After acceptance — cancellation may not be possible; charges may still apply as the kitchen has started work.

8. Delivery fees & promotions

Delivery fees, service fees, and promotional discounts may be refunded in full or in part depending on the case. Promo abuse or policy violations may void refund eligibility.

9. Contact

Refunds & returns: support@flazoapp.com
Website: flazoapp.com