Last Updated: 15/06/2026
At Zeloraa, we understand that plans can change and unexpected situations can arise.
Zeloraa is a marketplace platform that connects customers with independent food merchants, including home cooks, bakers, caterers, private chefs, food trucks, meal preparation providers, specialty food businesses, and other approved food merchants.
Products and services available through Zeloraa are offered and provided directly by independent merchants. Zeloraa does not prepare, manufacture, sell, provide, store, transport, deliver, cater, or otherwise fulfil products or services listed on the Platform.
This Policy explains the role of Zeloraa in relation to cancellations, refunds, and transaction-related disputes.
All orders, bookings, purchases, services, catering engagements, private chef bookings, custom food requests, and other transactions conducted through the Platform are entered into directly between the customer and the relevant merchant.
Merchants operate independently and are solely responsible for:
Customers acknowledge that Zeloraa is not the provider of the products or services offered by merchants.
Customers may request to cancel an order or booking directly with the relevant merchant.
Whether a cancellation is accepted, declined, or subject to conditions will depend on:
Merchants are encouraged to communicate their cancellation terms clearly before accepting an order or booking.
Refund requests should be directed to the relevant merchant. Merchants are solely responsible for determining whether a refund, partial refund, replacement, credit, rescheduling, or other remedy will be provided, subject to applicable law.
Factors that may affect refund eligibility include:
Customers and merchants are encouraged to communicate openly and work together to reach fair and reasonable outcomes.
Custom orders, catering services, private chef experiences, event food services, and other personalised offerings often involve advance planning, ingredient purchases, staffing commitments, and reserved availability. Because these services are frequently tailored to specific customer requirements, cancellation and refund arrangements may differ from standard food orders.
Customers should discuss cancellation and refund expectations with the merchant before confirming a booking where appropriate.
Some merchants may require deposits, booking fees, or advance payments. Any terms relating to deposits, booking fees, or advance payments are determined by the merchant and should be communicated prior to confirmation. Customers are encouraged to review these terms carefully before making payment.
If a customer believes there is an issue relating to any of the following, the customer should contact the merchant directly and provide any relevant information available:
Customers may also report serious concerns to Zeloraa for review.
Zeloraa is committed to maintaining a trusted marketplace for customers and merchants. While merchants operate independently and remain solely responsible for the products and services they provide, Zeloraa may review reports, complaints, feedback, safety concerns, or other information relating to merchant activity on the Platform.
Where Zeloraa receives repeated complaints, identifies concerning patterns of behaviour, receives reports relating to food safety, hygiene, customer safety, misleading information, regulatory non-compliance, or other serious concerns, Zeloraa may take appropriate action to protect the Platform and its users.
Such action may include:
Zeloraa reserves the right to take such action at its discretion where it reasonably believes it is necessary to protect customers, merchants, the Platform, or the wider community.
Customers and merchants are encouraged to communicate respectfully and work together in good faith to resolve questions, concerns, cancellations, booking changes, and refund requests. Many issues can be resolved quickly through direct communication between the parties involved.
Zeloraa provides technology, communication, discovery, booking, ordering, and payment facilitation tools that enable customers and merchants to connect and transact.
Zeloraa is not:
Any assistance, communication support, or technical services provided by Zeloraa are offered solely to facilitate use of the Platform and do not create responsibility for the products, services, transactions, or disputes of merchants.
Where payments are processed through the Platform, Zeloraa may facilitate payment collection and payment distribution through third-party payment providers. The use of payment services does not make Zeloraa the seller, supplier, or provider of any merchant products or services.
Where a merchant approves a refund, Zeloraa may facilitate the technical processing of that refund through the applicable payment provider.
Disputes relating to the following are matters between the customer and the relevant merchant:
While Zeloraa may choose to facilitate communication between parties, Zeloraa is not obligated to investigate, mediate, arbitrate, adjudicate, or resolve disputes and does not guarantee any particular outcome.
To the fullest extent permitted by applicable law, Zeloraa shall not be responsible for losses, damages, costs, claims, expenses, liabilities, or disputes arising from:
Nothing in this Policy excludes, restricts, or limits any rights or remedies that cannot lawfully be excluded under applicable law.
Zeloraa may update this Cancellation & Refund Policy from time to time. Updated versions will be published on the Platform and will take effect from the date of publication unless otherwise stated.
For Platform-related enquiries, customers may contact Zeloraa Support at support@zeloraa.com.
For order-specific, booking-specific, cancellation-related, refund-related, product-related, or service-related enquiries, customers should contact the relevant merchant directly where possible.