🔄 Refund Policy – Wasl App

Effective Date: 14/09/2025

1. Nature of Service

Wasl App acts only as a digital intermediary between customers, stores, and drivers.
We do not own or produce the items; therefore, product quality is the responsibility of the stores.

2. Eligible Cases for Refund/Compensation

Customers may request a refund or compensation in the following cases only:

• Wrong Order: Receiving an item completely different from what was ordered.
• Damaged Item: Order arrives in a clearly damaged or unusable condition.
• Undelivered Order: If the order was never delivered.

3. Non-Eligible Cases

• If the customer enters the wrong delivery location or fails to respond to the driver upon arrival.
• If the store prepared the order but the customer refused to accept or pay for it.
• Perishable items (such as food and beverages) cannot be refunded after delivery.

4. Refund & Compensation Process

• Refund requests must be submitted via in-app chat or support within 24 hours of delivery.
• The case will be reviewed with the store and driver, and if valid:
  • The customer will be compensated with credit in the in-app wallet.
  • Or refunded through the original payment method.

5. Additional Responsibilities

• Fake orders or repeated refusal to pay will lead to account suspension and rejection of refund requests.
• Delivery fees are non-refundable if the delivery was successfully completed.