Refunds are handled following EU consumer rights and platform rules.

When customers may receive a refund

• Wrong item delivered

• Missing items

• Severe food quality issues

• Order cancelled due to restaurant not being able to fulfill it

• Payment issues or double charges

When refunds may NOT be issued

• Customer provided incorrect address

• Customer was not available for pickup/delivery

• Customer changed their mind after restaurant started preparing

• Minor complaints (taste preference, spice level, etc.)

Refund process

1. Customer submits a complaint

2. Foodmato reviews the issue

3. Restaurant may be contacted for confirmation

4. Refund issued to original payment method

Refunds usually take 3–7 business days to appear.