ecomealz is an online marketplace and intermediary — the Partner is the seller of the food and is responsible for its quality and safety. We facilitate a fair resolution when something goes wrong.
This policy should be read together with our Terms of Service. Where local mandatory consumer-protection law gives you stronger rights, those rights are not affected.
1. Cancellations Before Pickup
You may cancel a reservation in the app at any time before you collect the Surprise Bag, where the app allows it. When you cancel in time, the bag is released back into stock so another customer can rescue it.
Card orders (Tap Payments). If you paid in-app by card and cancel before pickup, the full amount you were charged is refunded to your original payment method, and the stock is released.
Cash-at-pickup orders. Because you pay the Partner in cash only when you collect, cancelling before pickup means no money ever changes hands — there is simply nothing to refund.
Please note. Surprise Bags are perishable and offered in limited quantity, so the ability to cancel may be restricted close to, or after the start of, the pickup window. Cancel as early as you can so the food can be offered to someone else.
2. Refund Method & Timing
Where a refund is due on a card order, it is issued back to the original payment method used at checkout, processed through our payment provider, Tap Payments.
Approved refunds are typically returned within 5–10 business days, depending on your bank or card issuer.
We cannot refund to a different card or account than the one originally charged.
For cash-at-pickup orders, no card refund is possible because no card payment was taken; any cash-related resolution is handled directly with the Partner at the point of pickup, and we will help where we can.
3. Food Quality or Safety Problems
The nature of a Surprise Bag means the contents vary and are chosen by the Partner — receiving items you simply did not expect or prefer is part of the concept and is not, on its own, grounds for a refund. However, if a bag is materially not as described, or there is a genuine food-safety concern, we want to make it right.
Contact us as soon as possible, and in any event within 24 hours of pickup, with your order details and, where possible, clear photos and a short description of the problem.
We will investigate together with the Partner and, where the concern is upheld, provide a refund or another fair resolution (such as a replacement or credit).
Who is responsible. The Partner prepares and supplies the food and is responsible for its quality, freshness, hygiene, and safety. ecomealz is the marketplace: we do not prepare or handle the food, but we facilitate the resolution of your complaint fairly between you and the Partner.
4. No-Shows & Uncollected Orders
Each Surprise Bag has a defined pickup window. If you do not collect your order within that window, it is treated as a no-show.
Because the food is perishable surplus that cannot be resold, no-show orders are generally non-refundable.
If something genuinely prevented you from collecting in time, please contact support — we will look at the circumstances and do our best to help.
5. Chargebacks & Payment Disputes
If you believe you were charged in error or have a problem with a card payment, please contact us first before raising a chargeback or dispute with your bank. In almost all cases we can review your order and resolve the issue directly and far more quickly than the formal dispute process.
6. How to Request a Refund
To request a refund, report a problem, or ask about this policy, reach us through either of the following:
In-app Support — open the app and use the Support / Help option in your order or profile.
Please include your order details and, for a quality or safety issue, photos and a short description so we can investigate quickly. See our Delivery (Pickup) Policy for how collection works, and our Terms of Service for the full terms that govern your use of ecomealz.