Refund Policy
Last updated: 2026-09-17
This policy explains when you are entitled to a refund on Wadili and how it is processed. It forms an integral part of the Terms and Conditions.
1. When you are entitled to a refund
- Order not delivered: the order never reached you but was recorded as delivered.
- Missing items: the order arrived without one or more items you paid for.
- Wrong item: you received something different from what you ordered.
- Damaged or unfit order: the order arrived spilled, damaged or in a condition unfit for consumption.
- Cancellation by the restaurant or the platform after payment.
- Double charge or an error in the order total.
2. When a refund is not due
- The order arrived correct and as described but did not match your taste or personal preference.
- You changed your mind after the restaurant began preparing the order.
- An incorrect address or phone number made delivery impossible.
- You were not present to receive the order after the delivery partner arrived and waited a reasonable time.
- A claim submitted after the deadline in section 3.
3. Claim deadline
You must notify us within 24 hours of delivery (or of the expected delivery time if the order never arrived). Claims submitted after this period may not be verifiable.
4. What we need from you
- The order number.
- A clear description of the problem.
- Photographs of the received order in cases of damage, wrong items or missing items.
We may contact the restaurant or the delivery partner to verify before deciding.
5. Refund method and timing
| Original payment method | Refund method | Timing |
|---|
| Cash on delivery | Credit to your in-app wallet, or an agreed cash settlement | Within 3 business days |
| Wallet balance | Returned to the wallet | Within 1 business day |
| Electronic payment (once enabled) | Back to the original payment method | 5–10 business days, depending on the provider and bank |
A refund may be full (order value plus delivery fee) or partial (the affected items only), depending on the nature of the problem.
6. How to request a refund
- Open the app → "My Orders" → select the order → "Report a problem" or "Request refund".
- Or contact us on 0505519999 or marwanabugama2000@gmail.com, quoting the order number.
We review every refund request and respond within two business days.
7. Misuse of this policy
Repeated unjustified claims may result in later requests being declined or the account being restricted.
8. Your statutory rights
This policy does not limit your rights under the consumer protection laws of the State of Israel.
