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Refund Policy

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Refund Policy

Last Updated: July 25, 2026

1. Introduction

Welcome to Jibnaha.

This Refund Policy explains the terms, conditions, and procedures related to refund requests for Orders and Services provided through the Jibnaha Platform.

The purpose of this Policy is to clarify Customer rights, Merchant responsibilities, and the procedures followed when reviewing and processing refund requests in a clear and fair manner.

By using the Jibnaha Platform or placing an Order through the Platform, you agree to this Refund Policy, in addition to our Terms & Conditions, Privacy Policy, and any other applicable policies.

2. Scope of This Refund Policy

This Refund Policy applies to Orders placed through the Jibnaha Platform, including products and Services provided by Merchants using the Platform.

Jibnaha operates as a technology platform that connects Customers, Merchants, and Delivery Partners. Therefore, responsibility for processing refunds may vary depending on the reason for the refund request, the nature of the issue, and the party responsible for it.

Refunds may include:

  • Product value.
  • Delivery fees where applicable.
  • Additional charges paid as part of the Order, depending on the circumstances.

3. Customer Eligibility for Refunds

A Customer may be eligible for a full or partial refund in situations including, but not limited to:

  • The Order was not received.
  • The Order was cancelled in accordance with applicable cancellation conditions.
  • Items were missing from the Order.
  • Incorrect items were received compared to the placed Order.
  • Products were damaged or had a clear issue upon delivery.
  • A payment error or incorrect charge occurred.
  • Any other situation where a refund is considered appropriate after reviewing the circumstances.

Each refund request will be evaluated individually based on the Order details and the circumstances surrounding the request.

4. Situations That May Qualify for a Refund

A refund may be approved in the following situations:

Order Not Received

If the Order was not delivered due to an issue caused by the Merchant, Delivery Partner, or the operational process of the Platform.

Incorrect Order

If the Customer receives products that are materially different from the products included in the confirmed Order.

Incorrect Order

If the Customer receives products that are materially different from the products included in the confirmed Order.

Damaged or Unsuitable Products

If products arrive in an unsuitable condition due to an issue related to preparation, handling, or delivery.

Technical or Payment Errors

If an incorrect charge occurs or a technical issue results in payment of an amount that was not properly due.

5. Situations Where Refunds May Not Be Provided

A Customer may not be eligible for a refund in situations including:

  • Providing incorrect or incomplete delivery information.
  • The Customer being unavailable at the delivery location or unreachable after reasonable delivery attempts.
  • Refusing to accept the Order without a valid reason.
  • Changing their mind after the Order has been prepared or fulfillment has started, where the nature of the Order does not allow cancellation.
  • Using or consuming the product fully or partially after delivery, except where the product is damaged, defective, or materially different from the confirmed Order.
  • Requesting a refund due to matters that were clearly disclosed in the product or Service description.
  • Failing to provide the information or evidence reasonably required to review the refund request.
  • Abusing the refund process or submitting false, misleading, or fraudulent refund requests.

Jibnaha reserves the right to review each case individually and make an appropriate decision based on the Order details and the surrounding circumstances.

6. Non-Refundable Products and Services

Due to the nature of certain products and Services, some Orders may not be eligible for refunds after preparation, fulfillment, or delivery.

Such cases may include:

  • Food products or items prepared specifically after Order confirmation.
  • Perishable products or items affected by temperature, storage, or time conditions.
  • Products that have been opened or used after delivery, except where the product is damaged, defective, or incorrect.
  • Products or Services that cannot legally be refunded after being provided or used.

Exceptions may apply where the issue resulted from an error by the Merchant or a problem during the delivery process.

7. How to Request a Refund

Customers may submit refund requests through the available Jibnaha support channels, including:

  • The mobile application.
  • The website.
  • Customer support.
  • Any official communication method provided by Jibnaha.

When submitting a refund request, the Customer may be required to provide information necessary for reviewing the request, including:

  • Order number.
  • Reason for the refund request.
  • Description of the issue.
  • Photos or supporting evidence where necessary.
  • Any other information related to the Order.

Refund requests should be submitted within a reasonable period after receiving the Order or becoming aware of the issue, so that Jibnaha can properly review and evaluate the request.

8. Refund Request Review Process

Jibnaha reviews refund requests based on factors including:

  • Order details.
  • Order status recorded in the system.
  • Reason for the refund request.
  • Information provided by the Customer.
  • Information provided by the Merchant or Delivery Partner where necessary.
  • Any operational data related to the Order.

Jibnaha may contact the Customer, Merchant, or Delivery Partner to obtain additional information before making a final decision.

After completing the review, Jibnaha may:

  • Approve a full refund.
  • Approve a partial refund.
  • Reject the refund request with an explanation where appropriate.

Submitting a refund request does not guarantee automatic approval, as each request is evaluated individually.

9. Refund Methods

If a refund request is approved, the refunded amount will be returned through an appropriate method depending on the nature of the transaction and the payment method used when placing the Order.

Refund methods may include:

  • Returning the amount to the original payment method used for the Order.
  • Providing credit to the Customer's account on the Platform, where such functionality is available.
  • Any other refund method approved or agreed upon by Jibnaha based on the circumstances.

The refund method may vary depending on:

  • The payment method used.
  • The payment service provider.
  • The nature of the transaction.
  • Applicable operational or legal requirements.

Jibnaha is not responsible for delays caused by third parties outside its reasonable control, including banks, financial institutions, or payment service providers.

10. Refund Processing Time

Jibnaha aims to review and process refund requests within a reasonable timeframe after receiving all required information.

Once a refund is approved, additional time may be required for the refunded amount to appear in the Customer's account depending on:

  • The payment method used.
  • The payment service provider.
  • The Customer's bank or financial institution.

Customers may receive updates regarding the status of their refund request through the communication channels available on the Platform.

11. Merchant Responsibilities

Merchants are responsible for the products and Services they provide through the Jibnaha Platform, including:

  • Product quality.
  • Accuracy of product descriptions.
  • Order preparation.
  • Product availability.
  • Compliance with applicable laws and regulations relating to the products and Services offered.

Where the reason for a refund is related to the Merchant, Jibnaha may review the matter with the Merchant and take appropriate action in accordance with Jibnaha policies and applicable agreements.

Jibnaha is not responsible for the quality, manufacturing, or production of products provided by Merchants, except to the extent of its role as a technology platform facilitating transactions and communication between Users.

12. Delivery Partner Responsibilities

Delivery Partners are responsible for carrying out delivery operations in accordance with the requirements and procedures established by Jibnaha.

Their responsibilities may include:

  • Handling Orders appropriately during delivery.
  • Maintaining the condition of Orders while delivering them.
  • Following the provided delivery information.
  • Attempting delivery according to approved procedures.

If an issue is related to the delivery process, Jibnaha may review the delivery details and determine the appropriate action regarding the refund request.

13. Refund Abuse Prevention

Jibnaha aims to handle refund requests fairly and transparently. Therefore, Jibnaha reserves the right to take appropriate action where there are indications of misuse or abuse of the refund process.

Refund abuse may include:

  • Knowingly providing false or misleading information.
  • Submitting repeated refund requests without valid reasons.
  • Claiming that an Order was not received despite available proof of delivery.
  • Attempting to obtain refunds, credits, or other benefits through fraudulent means.

In such cases, Jibnaha may:

  • Reject refund requests that are determined to be invalid or fraudulent.
  • Restrict or suspend certain Account features.
  • Take any other appropriate action in accordance with the Terms & Conditions and applicable laws.

14. Changes to This Refund Policy

Jibnaha reserves the right to modify or update this Refund Policy from time to time to reflect:

  • Changes in laws and regulations.
  • Operational changes.
  • Development of Platform Services.
  • Improvements to refund and Order handling procedures.

The updated version of this Refund Policy will be published on the Platform together with the date of the latest update.

Your continued use of the Platform after such changes become effective constitutes acceptance of the updated Refund Policy.

15. Contact Us

If you have any questions, concerns, or requests regarding refunds, you may contact Jibnaha through:

Email:

Jibnahaapp@gmail.com

or through the official communication channels available on the website or application.

Jibnaha is committed to reviewing refund-related requests and inquiries and handling them within a reasonable timeframe based on the nature of each case.

Thank You for Using Jibnaha

We appreciate your trust and continuously work to provide a reliable and fair experience for all Customers, Merchants, and Delivery Partners.

By using the Jibnaha Platform, you acknowledge that you have read, understood, and agreed to this Refund Policy and the refund procedures described herein.