Refund Policy

This Refund Policy explains when Food Run may refund or adjust an order. It applies to customers using the Food Run apps and website. Eligibility depends on order status, payment method, and the reason for the request.

1. How to request a refund

Use the order screen in the app where a refund or support action is shown, or email support@foodrunpk.com with your order number. We review each request.

2. Cases we usually approve

• Wrong, missing, or damaged items confirmed with the vendor or rider
• Order cancelled before preparation, or vendor unable to fulfil
• Significantly late delivery where the order is no longer usable, after review
• Duplicate charge or payment error

3. Cases we may decline

• Change of mind after the vendor has started preparing the order
• Incorrect address or unreachable customer at drop-off
• Taste or preference complaints with no quality or fulfilment fault
• Requests submitted long after delivery without evidence (we aim for reports within 24 hours)

4. How refunds are paid

Cash on Delivery orders that were never collected are typically cancelled with no charge. If cash was already paid, an approved refund may be returned in cash via the rider (where practical) or recorded for a support payout.

When wallet or card payments are live, approved refunds go back to the original method or in-app wallet. Bank timing is outside Food Run’s control.

5. Riders and vendors

Rider earning adjustments and vendor settlement disputes are handled in the rider / vendor app or by emailing support. Deleting your account does not cancel money already owed on completed orders; we may settle or record that first. See Account deletion.

6. Contact

Refund support: support@foodrunpk.com