REFUND & CANCELLATION POLICY Last Updated: January 05, 2026
1. General Principle At Fatafat, customer satisfaction is our priority. However, as an on-demand platform connecting users with third-party vendors (Restaurants, Stores, Rental Agencies), we adhere to strict guidelines to protect both our customers and our partners.
2. Mode of Refund
Fatafat Wallet (Instant): By default, refunds are credited to your in-app Fatafat Wallet. This balance can be used for future orders across any service (Food, Mart, Rent-a-Car, etc.).
Original Payment Method (5-7 Days): If you paid via Credit/Debit Card or Online Transfer, you may request a refund to the original source. This process takes 5-7 business days depending on your bank.
Cash on Delivery (COD) Orders: Refunds for COD orders are only credited to your Fatafat Wallet. We do not provide cash refunds at the doorstep.
3. Module-Specific Refund Rules
A. Food Delivery (Fatafat Food)
Full Refund: If the order is missing items, completely wrong (e.g., Veg instead of Non-Veg), or spilled/ruined during delivery.
No Refund:
If you simply "change your mind" after the food has been prepared.
If the complaint is about "Taste" (e.g., "It is too spicy" or "I don't like the flavor"). Taste is subjective and we cannot refund for personal preference.
If the customer provided the wrong address or was unreachable by the rider.
B. Grocery & E-commerce (Fatafat Mart / Shop)
Perishables (Milk, Meat, Vegetables): You must check these items at the time of delivery. We do not accept returns for perishable goods once the rider leaves your doorstep, unless the item is expired.
Non-Perishables & Electronics:
Defective/Damaged: Eligible for return/refund within 7 days.
Change of Mind: Only accepted if the item is sealed, unused, and in original packaging.
Wrong Item: Full refund or free replacement provided.
C. Pharmacy (Fatafat Meds)
Strict No-Return Policy: Due to health and safety regulations in Pakistan, medicines are non-returnable once delivered.
Exception: A refund is processed only if the pharmacy sent the wrong medicine or if the product is expired upon delivery.
D. Rent-a-Car (Fatafat Wheels)
Security Deposit: The security deposit is fully refundable within 24 hours of returning the vehicle, subject to a vehicle inspection.
Deductions: We reserve the right to deduct from the deposit for:
Fuel shortage (returning with less fuel than provided).
Physical damage or scratches.
Traffic fines incurred during the rental period.
Cancellation:
Cancel > 24 hours before trip: Full Refund.
Cancel < 24 hours before trip: 50% Cancellation Fee.
E. Courier (Fatafat Send)
Lost/Damaged Parcels: Our liability is limited to the delivery fee paid plus a maximum coverage of PKR 2,000, unless the user purchased specific Parcel Insurance. We are not liable for the intrinsic value of high-value items (gold, cash, electronics) sent without insurance.
4. How to Request a Refund
Go to Orders > Select the specific Order.
Tap on "Help" or "Report an Issue."
Select the reason (e.g., "Missing Item," "Damaged").
Upload Proof: You MUST upload a clear photo of the damaged item or wrong order.
Our Support Team will review and process the refund within 24 hours.
5. Abuse of Policy Fatafat reserves the right to disable Cash on Delivery (COD) or ban accounts that repeatedly claim false refunds or abuse the compensation system.
6. Contact Us For complex disputes, please email: contact@fatafat.cloud
