Refund and Cancellation Policy
We want every order to arrive right. This policy explains when you can cancel an order, when you can get a refund, and how to ask for one. It applies to orders placed through MamaChef (website and app). All prices are in Pakistani Rupees (PKR).
1. Cancelling an order
| Order status | Can you cancel? | Refund |
|---|---|---|
| Placed, not yet accepted by the vendor | Yes | Full refund |
| Accepted, vendor has started preparing | Only with the vendor's agreement | Full or partial, as agreed with the vendor |
| Picked up by the rider or out for delivery | No | No refund, unless there is a problem covered in section 2 |
If a vendor or MamaChef cancels your order (for example, an item is unavailable or no rider is available), you receive a full refund for the cancelled order.
2. When you are eligible for a refund
- The order did not arrive.
- Items are missing, or you received a different item than you ordered.
- The food is spoiled, unsafe, or clearly not as described.
- You were charged more than the order total, or charged twice for the same order.
Depending on the problem, we may refund the affected items or the full order.
3. When a refund may not be given
- You changed your mind after the vendor started preparing the order.
- The delivery address or phone number was wrong or the customer could not be reached.
- You did not report a problem within the time limit in section 4.
- Taste preference alone (for example, you did not like the taste of a correctly prepared dish). We may still offer a goodwill credit at our discretion.
4. How to request a refund
- Email support@mamachef.pk within 24 hours of delivery (or of the expected delivery time if the order did not arrive).
- Include your order number, the phone number used for the order, and a short description of the problem. A photo helps for quality or missing-item issues.
- We review the request and reply, normally within 2 working days. We may contact the vendor and rider to confirm what happened.
5. How and when you are refunded
- Online payments (card, mobile wallet or Easypaisa) are refunded to the same payment method used for the order.
- Approved refunds are processed within 7 to 10 working days. Your bank or wallet provider may need additional time to show the amount.
- For cash on delivery orders, approved refunds are paid to a mobile wallet or bank account you provide.
- Delivery fees are refunded when the order was cancelled by the vendor or by MamaChef, or when the order did not arrive.
6. Failed or duplicate payments
If money was deducted but your order was not placed, the amount is automatically returned to your account by the payment provider, usually within 7 working days. If it is not, contact us with your transaction details and we will help you.
7. Subscriptions and in-app purchases
Subscriptions or purchases made through Google Play are handled by Google Play under its own refund policy. This policy covers food and shop orders placed through MamaChef.
8. Contact us
For any question about an order or refund, email support@mamachef.pk.
Pink Sky – MamaChef, Karachi, Pakistan.