This Refund Policy explains when a Mealio customer may be eligible for a refund, credit or order adjustment.
A refund may be considered when an accepted order is cancelled by the restaurant, an item is unavailable after payment, the order cannot be delivered for reasons outside the customer's control, a duplicate payment is confirmed, or there is a verified serious issue with the order.
Missing items, incorrect items, quality concerns, late delivery, damaged packaging or payment disputes must be reported to Mealio support as soon as possible with the order number and clear details. Photos may be requested where relevant.
Refunds may not be available when the customer provides an incorrect address, is unreachable at delivery, refuses an order without a verified issue, changes their mind after preparation has started, or misuses promotions, coupons or the platform.
Approved refunds may be returned to the original payment method, Mealio wallet, mobile money, card, bank channel, coupon or another available method depending on the original payment type and provider rules.
Refund timing depends on the payment provider, bank, mobile money network or wallet process. Mealio will confirm approved refunds and provide support where a transaction needs follow-up.
Some refund requests require restaurant or rider confirmation. Mealio may review order status, delivery logs, messages, photos and payment records before making a decision.
To request a refund review, contact Mealio support with your order number, payment reference and a clear explanation of the issue.
