Cancellation & Refund Policy

1. Order Cancellations by Customers

Because our creators prepare fresh, homemade food specifically for your order, cancellation windows are strictly enforced to minimize food waste and compensate creators for their time and ingredients.

• Standard Orders: You may cancel an order for a full refund within 5 minutes of placing it, provided the creator has not already accepted and started preparing it.
• Pre-Orders: For scheduled pre-orders, you may cancel for a full refund up to 24 hours before the scheduled delivery or pickup time.
• Catering Orders: Catering bookings must be cancelled at least 72 hours in advance for a full refund. Cancellations made within 48-72 hours are subject to a 50% cancellation fee. Cancellations made less than 48 hours in advance are non-refundable.

2. Cancellations by Creators

While rare, a creator may need to cancel an order due to unforeseen circumstances (e.g., ingredient shortages, emergencies). If a creator cancels your order, you will be notified immediately and issued a full 100% refund to your original payment method.

3. Refunds and Order Issues

We want you to have a great experience. You may be eligible for a full or partial refund if:

• The wrong items were delivered.
• Items were missing from your order.
• The food arrived in a damaged or unacceptable condition.

How to request a refund: Please contact our support team through the app within 24 hours of receiving your order. We may ask you to provide photos of the issue to help us resolve it quickly.

4. Processing Times

Approved refunds are processed immediately on our end. However, depending on your bank or credit card issuer, it may take 3-7 business days for the funds to appear in your account.

5. Contact Us

If you have any questions about this policy or need help with a specific order, please contact us at support@zeloraa.com.