At Koya, we value our customers and strive to provide the best food delivery experience. However, we understand that sometimes things may not go as planned. This Refund Policy explains the situations in which you may request a refund and how we handle such cases.
You may be eligible for a refund in the following cases:
Order not delivered: If your order was not delivered due to an issue caused by us or our delivery partners.
Incorrect order: If you received the wrong items compared to what you ordered.
Damaged or spoiled food: If the food arrives in poor condition or is unsafe to consume.
Late delivery (beyond reasonable time): If your order is significantly delayed (e.g., over 1 hour past the estimated delivery time) and you choose not to accept it.
Refunds will not be provided in the following situations:
If you provided the wrong delivery address or contact details.
If you are not available to receive the order at the time of delivery.
If you simply change your mind after the food has been prepared or delivered.
For minor delays caused by traffic, weather, or restaurant preparation time (within reasonable limits).
Contact us through the Koya support team in the app or by phone within 24 hours of delivery.
Provide your order number, details of the issue, and any supporting photos (if applicable).
Our team will review your request and notify you of the outcome within 2–5 business days.
Approved refunds will be issued to your original payment method (e.g., card, wallet, or cash balance in the app).
Refund processing may take 5–10 business days, depending on your bank or payment provider.
In some cases, instead of a refund, we may offer credit or discount vouchers for future orders.
If you have any questions about our Refund Policy, please reach out:
📞 Phone: +9647700276818
📍 From Koya to Koya, with love.
