Cancellation of Orders by the User

In accordance with the nature of the intermediary service offered by Foozila, the User is aware that, once a DELIVERY MAN and a RESTAURANT (Merchant) have voluntarily accepted an order, the execution of the mandate is considered to have started, and the User may therefore no longer be entitled to withdraw the delivery service free of charge. Once the User has cancelled any order, the products will not be delivered. This is without prejudice to the right of return and/or withdrawal, of the User that may correspond to the User under the laws applicable, referred to below.  

The cost of cancellation may depend on the following factors:

1. If the Merchant has already accepted the order and started preparing it, the User will be charged the price of the products. The User will be informed of the Merchant’s acceptance through the APP and/or by e-mail at the e-mail address registered by the User. 
2. If the User cancels the order once the DELIVERY MAN has accepted it for processing, the User will be charged the cancellation fee. The User will be informed of the DELIVERY MAN’s acceptance. The User may see the cost of cancellation on the USER APP. If the Merchant and the DELIVERY MAN have both accepted the order for processing, and the cancellation is done while the delivery is en route, the User will be charged both the price of the products and the delivery fee.
3. If the order must be cancelled by Foozila and/or by the Merchant, due to reasons that are not directly attributable to the User but outside Foozila’s control (e.g. lack of stock, change in the price by the Merchant, etc), Foozila’s agents or the DELIVERY MAN will contact the User to inform the latter of the alternatives available and the costs that these will entail, if any.

The total cost of cancellation will appear on the User’s screen on pressing the “Cancel” button on the APPS, based on the factors described above.

For a cancellation to be accepted and processed, a justified reason must be provided by either the Restaurant, Delivery Man or the Client. However, Foozila reserves the right to act as the last resort should a dispute proceed further. 

We recommend clients to make pictures or video of their order upon delivery, if possble. This can be used if they need to request a refund or ensure that their cancellation reason is justified.

Cancellation of Orders by Foozila

Foozila reserves the right to cancel an order without having to provide a just cause. Foozila will inform the User of the said cancellation and, in the event of cancellation without just cause at Foozila’s instance, any amount held in the User’s account and/or credit card will be released.