❌ Cancellation and Refund Policy
You must check every order to ensure it is complete and in good condition before providing the PIN to the delivery person.
If products are missing or are in poor condition, you can request a refund.
This section details the conditions under which a customer may receive a refund, credit, or compensation for an order.
A full or partial refund may be requested in the following circumstances, provided the required evidence (photographs) is supplied:
| Refund Reason | Coverage |
| Incorrect/Missing Product | A requested item is missing, or a different item than ordered was delivered (e.g., unrequested allergens). |
| Incomplete Order | Several items are missing, or an order intended for another customer was delivered. |
| Damaged or Unsuitable Product | The product is severely damaged (e.g., significant spills) or its quality upon arrival is unacceptable (e.g., raw food, incorrect temperature). |
| Excessive Delay | The order is delivered with a considerable delay compared to the estimated time, and this delay was not communicated or is due to an error by the platform/delivery person. |
| Cancellation by Platform/Merchant | The order is canceled by DeliXpress or the Merchant for operational reasons (e.g., out of stock, closure, technical failure). |
Immediate Notification: The customer must report the incident via the "Live Chat"/Menu button in the application as soon as the problem is detected, ideally within a maximum period of 24 hours after delivery.
Provision of Evidence: For any claim due to error or damage, the customer must attach clear photographic evidence demonstrating the issue (e.g., photo of the damaged product, photo of the receipt for the missing item).
Review: The DeliXpress support team will investigate the claim, potentially requiring participation from the merchant or the delivery person.
| Time of Cancellation | Cost Applied to the Customer |
| Before Merchant Acceptance | Full refund (100% of the amount). You must call the restaurant so they do not start preparing the order. |
| After Acceptance / During Preparation | The price of the products is charged, as the Merchant has incurred the cost of preparation. Shipping and service fees (if applicable) are refunded. |
| Delivery Person Assigned / Pickup / En Route | The total amount is charged (products + shipping), unless the platform determines a serious error attributable to the delivery person. |
| Customer Absence at Delivery | The total amount is charged. If the delivery person waits the reasonable time (e.g., 5–10 minutes) and cannot contact the customer, the order is canceled, and no refund applies. |
DeliXpress reserves the right to reject a refund in the following cases:
Policy Abuse: Customers with an excessive history of refund requests or suspected fraud cases.
Subjective Dissatisfaction: Claims based solely on personal taste or portion size, when the product matches the menu description.
Problems Outside of Control: Minor delays or issues caused by force majeure events (e.g., road closures, natural disasters).
Lack of Evidence: Claims submitted without the necessary photographic evidence or outside the reasonable timeframe.
It is very important to check every order at the time of delivery.
Once the refund is approved, DeliXpress will process it within 3 to 5 business days.
The time it takes for the money to reflect in the customer's account depends on their bank, which may take an additional 3 to 10 business days.
email: admin@delixpress.net
