1. Restaurant responsibility

Each order placed through Dilivya is a transaction directly between the customer and the participating restaurant identified at checkout. The restaurant prepares and fulfills the order, receives the customer payment, and is responsible for approved refunds, chargebacks, applicable taxes, order accuracy and food-quality concerns.

2. Dilivya’s role

Dilivya provides the online ordering platform and does not receive or hold customer payments for restaurant orders. Dilivya may help facilitate communication between a customer and restaurant, but the restaurant reviews refund requests and issues approved refunds.

3. Order cancellations

To request a cancellation, contact the restaurant immediately using the information in your order confirmation. An order may be eligible for a full refund if the restaurant has not accepted it or started preparing it.

Once preparation has begun, cancellation and refund requests are not guaranteed because restaurant orders contain freshly prepared and perishable items.

4. Restaurant cancellations

If a restaurant cancels an order or cannot fulfill it, the restaurant is responsible for issuing the applicable refund to the customer’s original payment method, including the amounts it collected for the cancelled order.

5. Missing, incorrect or damaged items

Contact the restaurant as soon as possible if an order contains a missing, incorrect or damaged item. Be prepared to provide:

• Your order number
• The name used to place the order
• A description of the problem
• A photograph, when applicable

After reviewing the request, the restaurant may offer a replacement, partial refund or full refund, depending on the circumstances and applicable law.

6. Food-quality concerns

Food preferences and individual tastes vary. Refunds are not normally provided solely because a customer dislikes the flavor, spice level, texture or portion of a correctly prepared item.

If you believe food was prepared incorrectly or is not suitable for consumption, stop eating it and contact the restaurant promptly.

7. Pickup orders

Refunds are generally not provided when:

• The customer arrives late or misses the pickup period
• The order becomes cold or declines in quality due to late pickup
• The customer does not collect the order
• The customer selected the wrong restaurant or pickup location

8. Delivery orders

Delivery concerns are reviewed by the restaurant and, when applicable, its delivery provider. A refund or redelivery may be considered when an order is not delivered, is delivered to the wrong address because of a service error, or arrives materially damaged.

Refunds are generally not provided when the customer enters an incorrect address, is unavailable to receive the order, or does not respond to reasonable delivery attempts.

9. Catering and large orders

Catering, scheduled and large orders may have restaurant-specific cancellation deadlines, deposits or refund terms. Any additional terms shown before checkout or provided in a catering agreement will apply to that order.

10. Approved refunds

Approved refunds are issued by the restaurant to the original payment method whenever possible. After a refund is initiated, the customer’s bank or payment provider determines when the credit appears.

11. Orders placed through other platforms

Orders placed through another website, delivery marketplace or ordering provider are governed by that provider’s refund process and must be addressed through that platform.