Cravio Refund & Cancellation Policy

1. Payment Method

At launch, Cravio supports cash on delivery. The user pays the restaurant or the restaurant's delivery representative directly when the order is delivered. Cravio does not currently collect online card payments for food orders.

Because payment is made directly to the restaurant, refunds are usually handled by the restaurant, with Cravio assisting in support and coordination when needed.

2. Order Confirmation

When a user places an order, the order is first sent to the selected restaurant. The order is considered confirmed only after the restaurant accepts it. Before acceptance, the order remains in pending status.

Restaurants may reject orders due to unavailable items, closing hours, delivery limitations, high demand, technical issues, incorrect information, or other operational reasons.

3. User Cancellation

Users may cancel an order only while it is still in pending status and before the restaurant accepts it. Once the restaurant accepts the order, the user may not automatically cancel the order through the app.

After restaurant acceptance, cancellation requests may be reviewed case by case by Cravio support and/or the restaurant.

4. Restaurant Rejection

If a restaurant rejects an order, the user will not be required to pay for that order. If the user somehow paid before rejection or paid by mistake, the restaurant is responsible for refunding the user. Cravio may assist with communication and investigation.

5. Failed Restaurant Fulfillment

If a restaurant accepts an order but later cannot fulfill it, the restaurant is responsible for resolving the issue. Depending on the case, the user may be entitled to order cancellation, replacement item, partial correction, full refund if already paid, or another solution agreed between the user, restaurant, and Cravio support.

6. Missing Items

If an order is delivered with missing items, the user should contact Cravio support as soon as possible and provide order details. Depending on the case, the restaurant may provide the missing item, replacement, partial refund, store credit or other compensation if approved, or another reasonable solution.

7. Wrong Items

If the user receives the wrong item, the user should contact Cravio support as soon as possible. The restaurant may offer replacement with the correct item, partial refund, full refund for the affected item, or another solution depending on the case.

8. Damaged or Unsafe Food

If food arrives damaged, spilled, spoiled, unsafe, or in unacceptable condition, the user should contact Cravio support as soon as possible and provide clear details and photos where possible. The restaurant is responsible for food preparation, packaging, safety, and delivery handling.

9. Late Delivery

At launch, restaurants handle their own delivery. Delivery time estimates are not guaranteed. If an order is significantly late, the user may contact Cravio support. Refunds for late delivery are handled case by case.

10. Wrong Address or User Unavailability

Users are responsible for providing accurate delivery information, including location pin, address details, building, floor, phone number, and special instructions. If delivery fails because the user entered the wrong address, did not answer calls, was unavailable, or refused to receive the order without valid reason, the user may still be responsible for the order amount.

11. Food Taste and Personal Preference

Refunds are not guaranteed for issues based only on personal taste, preference, portion expectation, spice level preference, or subjective dissatisfaction, unless the item was clearly wrong, damaged, unsafe, missing, or materially different from what was ordered.

12. Allergies and Dietary Restrictions

Users are responsible for checking allergens, ingredients, and dietary restrictions before ordering. If a user has allergies, health conditions, religious restrictions, dietary preferences, or ingredient concerns, the user should contact the restaurant directly before placing the order.

13. Refund Method

Since Cravio currently uses cash on delivery, refunds are generally handled directly by the restaurant. Depending on the case, refunds may be provided through cash refund by the restaurant, replacement order or item, partial refund, restaurant-approved compensation, or Cravio-approved loyalty credit or coupon if available.

14. Refund Review Process

To request support for a refund or order issue, the user should contact Cravio as soon as possible and provide order number or details, restaurant name, phone number linked to the account, description of the issue, photos if relevant, and any communication with the restaurant or driver.

Cravio may review the case, contact the restaurant, check order records, and determine the most reasonable solution. Cravio may reject refund requests that are false, abusive, late, unsupported, fraudulent, or inconsistent with order records.

15. Abuse and Fraud

Cravio may refuse cancellations, refunds, rewards, compensation, or support where it detects fake complaints, repeated abusive refund claims, fraudulent orders, fake accounts, manipulated photos, intentional user unavailability, misuse of promotions, or violation of Cravio's Terms & Conditions.

16. Loyalty Points and Cancelled Orders

If an order is cancelled, rejected, refunded, or found to be fraudulent, Cravio may remove or adjust loyalty points, rewards, coupons, or benefits related to that order.

17. Restaurant Responsibility

At launch, restaurants are responsible for:

1. Accepting or rejecting orders.
2. Preparing food.
3. Food quality and safety.
4. Menu accuracy and item availability.
5. Packaging and delivery.
6. Delivery fees.
7. Cash collection.
8. Refunds where payment was collected by the restaurant.

Cravio may monitor restaurant performance and may remove, suspend, or restrict restaurants that repeatedly cause poor customer experiences.

18. Changes to This Policy

Cravio may update this Refund & Cancellation Policy from time to time. If changes are material, Cravio may notify users through the app, push notification, SMS, email, or other reasonable means.

19. Contact

Cravio, Lebanon. Email: support@cravio.org