FoodLyft Refund & Cancellation Policy
Effective date: 12 October 2026 Last updated: 12 October 2026
This Policy forms part of the FoodLyft Terms & Conditions. Capitalised words have the meanings given in those Terms.
In short:
- Orders are sold by the Vendor, and you pay the Vendor directly, so refunds are made by the Vendor.
- You cannot cancel an Order in the app once it has been sent to the Vendor. Support can cancel it only before the Vendor accepts it.
- Report problems within 24 hours of the Order ending, with photos.
- Approved refunds are sent by the Vendor, normally within 48 hours of approval, to the account you paid from or another account you tell them.
1. Cancellations
1.1 By you
- After you place an Order there is a short hold (about 8 seconds) during which you can stop it and make changes.
- Once the hold ends, the Order is sent to the Vendor and cannot be cancelled in the app.
- If you contact support before the Vendor accepts the Order, support may cancel it at your request. Once the Vendor has accepted the Order (or it has been accepted automatically), it cannot be cancelled because food preparation has started, and no refund is due for a change of mind.
1.2 By the Vendor, support or the Platform
An Order may be cancelled because, for example: an item is unavailable; the Vendor is closed, too busy or cannot deliver to your area; the Vendor cannot prepare the Order or no Rider can collect it in time; payment was not received or confirmed in time; or we suspect fraud or misuse.
| Situation | What happens |
|---|---|
| You paid by cash on delivery | Nothing to refund; no money has changed hands. |
| You paid by transfer (bank, Raast, JazzCash, Easypaisa) and the Vendor received it | The Vendor must refund the full amount you paid. |
| The Order was cancelled because your payment was not received | No refund obligation arises. If your bank or wallet shows that money left your account, contact the Vendor and support with proof. |
| You paid by card (if available) | FoodLyft will refund the card through its payment partner. Your bank decides how long the credit takes to appear (typically 5–10 working days). |
2. Problems with a delivered Order
2.1 What you can report
In the app go to the Order and tap Report a problem. You can report:
- Something was missing
- Wrong item
- Charged the wrong price
- Food quality (for example spoiled, unsafe or seriously not as described)
- Never arrived
- Rider behaviour
- Something else
2.2 Conditions
- Report within 24 hours after the Order ended. After this, the in-app option closes, but you can still contact support; late reports are reviewed at our discretion.
- Attach clear photos of the problem (up to 5) for all types except rider behaviour. Keep the food and packaging until the complaint is resolved where possible.
- One report per problem type per Order.
- Your report must be honest and accurate. False or exaggerated complaints count against your account and may lead to ordering being paused (see the Terms, section 10).
2.3 How complaints are decided
- The Vendor is notified and has 48 hours to accept or contest your complaint. If the Vendor does not respond, your complaint is treated as accepted.
- If the Vendor contests it, FoodLyft support reviews the evidence from you, the Vendor and the Rider (including delivery code, GPS records and photos) and decides the outcome: upheld, could not be confirmed, or found to be false.
- You will see the outcome in the app.
3. Refunds
3.1 When a refund is due
A refund is due when:
- your complaint about a missing item, wrong item, wrong price, food quality or an Order that never arrived is upheld; or
- support finds the Vendor or its Rider at fault for an Order that failed; or
- the Vendor cancelled an Order you had already paid for by transfer.
The refund amount is the amount decided in the outcome, up to the full amount you paid for the Order.
3.2 Who pays and how
- Transfer orders (bank, Raast, JazzCash, Easypaisa): the Vendor refunds you directly to the account you paid from (or another account in your name that you tell them), and uploads proof in the app within 48 hours. You will be asked to confirm you received it. If you do not respond within 72 hours, the refund is treated as received, but you can still contact support if it has not arrived.
- Cash on delivery orders: the Vendor must make it right by refunding you by transfer to an account you nominate, in cash, or with a replacement you agree to. Support will coordinate with the Vendor.
- Card orders (if available): FoodLyft refunds the card through its payment partner.
3.3 If the Vendor does not refund on time
If the Vendor does not upload proof on time, or you dispute the proof:
- the refund is marked overdue, the Vendor receives a strike, and a "refund pending" notice may be shown on the Vendor's listing;
- FoodLyft support will follow up with the Vendor and may suspend or delist the Vendor; and
- on request, FoodLyft will give you the Vendor's business details reasonably necessary for you to pursue the Vendor.
Because FoodLyft does not receive payment for cash or transfer Orders, FoodLyft is not liable to pay refunds owed by a Vendor. This does not affect your statutory rights against the Vendor or any non-waivable rights you have under consumer protection law.
4. When no refund is due
- You changed your mind, or ordered the wrong item, after the Order was sent to the Vendor.
- Missed delivery: you were not reachable or not available at the address when the Rider arrived, or you gave a wrong or incomplete address or map pin.
- You refused to pay for a cash-on-delivery Order that arrived as ordered.
- You gave the Rider the delivery code, which confirms receipt, unless you show that items were missing, wrong or unsafe.
- Personal taste, or minor differences from photos.
- Delays within or reasonably close to the estimated time, or caused by events outside the Vendor's control, unless the Order never arrived.
- The complaint was found to be false, or was reported without the required evidence.
- Rider behaviour complaints are handled through our conduct process and lead to action against the Rider and Vendor, not a refund of the Order.
5. Promo codes and discounts
Refunds are limited to the amount you actually paid. Discounts from promo codes are not paid out in cash. A promo code used on a refunded Order may or may not be reinstated, at the issuer's discretion.
6. Appeals
If a complaint you made is found to be false, or a strike is placed on your account, you may appeal once, within 7 days, in the app. A member of our staff will review it, normally within 7 days.
7. Contact
Questions about a refund: in the app go to Help, or email support@foodlyft.app.
FoodLyft, Pakistan. Phone: +92 321 7098094.
Nothing in this Policy limits any right you have that cannot be limited by contract under the laws of Pakistan.