In the event of a dispute, Foozila may provide the first line of support and may reimburse the User if this is deemed appropriate. In case of cash payments, Foozila provides refunds, adding Promo code to the User’s Foozila account. In case Foozila becomes aware that the User who is requesting a refund of an Order, has made a fraudulent use of the APPS, this request will be immediately rejected.
Notwithstanding the above, Foozila shall not be obliged to implement any refund due to defects on the Merchant’s products or on the provision of the delivery services by the Delivery Persons. Further, any refund done by Foozila due its high standards in Users’ satisfaction, shall not be considered as a waiver of this exclusion of liability which is inherent to Foozila’s condition of a mere intermediary. Additionally, any return of a product as well as its corresponding refund shall be managed by the User directly with the Merchant, in accordance with the Merchant’s return policy and with section 5 of these General Terms.
For a cancellation / refund to be accepted and processed, a justified reason must be provided by either the Restaurant, Delivery Man or the Client.
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 full refund or ensure that their cancellation reason is justified.
* Foozila reserves the right to act as the last resort should a dispute proceed. Foozila equally reserves the right to cancel any order that is contrary to our Terms Of Service.
If a User wishes to return a non-perishable product or make a claim about the provision of a service, the Merchant that sold the said product will be the sole responsible for the acceptance and/or refusal of such return, in accordance with its own internal policies and with all applicable law. Therefore, in all cases, the return of a non-perishable product shall be subject to the Merchant’s returns policy in any event and the decision regarding whether a return is appropriate will lie with the Merchant in each case. Similarly, the Merchant will decide how to make the refund (cash, credit card, store voucher, etc.) following its own return policy.
Foozila will neither be responsible for such return, nor for the compliance of the Merchant’s return policy with all applicable laws. This is without prejudice to Foozila’s ability to act as an intermediary between the User and the Merchant in handling the complaint. The User must inform Foozila of the solutions provided by the Merchant if a dispute arises.
Further, as certain Merchants may not have premises open to the public, Users will be unable to access them for the purpose of processing any claims or returns. In such cases, they must contact Foozila’s User assistance service for the necessary help and support using the channels available on the APPS.
The User must check the non-perishable products delivered by the DELIVERY MAN at the delivery address at the moment of the delivery; the User is, thus, responsible for checking that the service and/or products provided are adequate as well as, where applicable, for collecting enough evidence to prove that they were not. Therefore, if a User wishes to process the return of a non-perishable product, he/she must provide a photograph of the total order, together with a list of the incorrect or undelivered products, as well as other proof of the inadequacy of the product requested. In any event, the decision regarding whether a return is appropriate will lie with the Merchant, and not with Foozila, in each case.
Foozila has official claim forms available to Users, in the official languages of the countries in which Foozila operates, in relation to the service offered by it. Users may request the above-mentioned claim forms through Foozila’s User assistance service, and the option to access them will be sent automatically. The User’s e-mail must specify the exact location from which the request is being made, which must be the same as the place where the service is to be carried out. In the event of doubt, the claim should be made from the latter place.
In order to facilitate communication with the DELIVERY MAN if necessary, and in the event of any incidents in the processing of the order and/or in order to inform of any changes thereto, Foozila makes available to Users through its Help Section in the APPS an internal chat system allowing direct and immediate contact between the User and the DELIVERY MAN while the order is being carried out. If a User wishes to contact the DELIVERY MAN or Foozila after the order has been completed, he/she must use the Help Section available on the APPS.
Further, Foozila will act as intermediary for the solution of any claims related to the order placed by the User, to the User’s account and/or to any other policies and/or services provided via the APPS. For this purpose, the User shall contact Foozila via the Help Section in the APPS.
All the above is without prejudice to the Users’ right to submit their complaints and/or requests through any legal means available to consumers, including any out–of-court/alternative dispute settlement bodies that legally provide dispute settlement services.
