Refund & Cancellation Policy — Folo Foods

Effective date: August 31, 2025

 NEXAR GLOBAL UNIPESSOAL LDA

Rua Costa Ferreira, nº 326, 1º andar, Escritório nº 5

Trofa Bougado,4785 298 TROFA 

Info@nexarglobal.pt

1. Order Cancellations (Customers)

• You may cancel an order within a limited time (before the vendor accepts or starts preparing).
• Once an order is accepted/prepared, cancellation may not be possible.
• If you cancel in time, you will receive a full refund to your original payment method.

2. Vendor Cancellations

If a vendor cannot fulfill your order (out of stock, technical issue, or operational problem), the order will be cancelled and refunded in full. You will be notified immediately through the app.

3. Delivery Partner Cancellations

If no delivery partner is available to complete your order, the order may be cancelled and refunded. In some cases, reassignments may cause delays; you will be updated in-app.

4. Refunds

• Refunds are processed automatically back to your original payment method.
• Processing times may vary:
  • Card/MB WAY/Wallet payments: 5–10 business days.
  • Cash on Delivery (COD): refunded to wallet balance or via bank transfer if applicable.
• Any service fees, coupons, or promotions used may not always be refundable.

5. Incorrect, Damaged, or Missing Items

If you receive incorrect, damaged, or missing items, you must contact us within 24 hours of delivery through in-app support or by email. We may request photo proof. If verified, we will investigate:

• Re-deliver the missing/incorrect items (if possible), or
• Issue a refund/credit to your account.

6. Non-Refundable Situations

Refunds may not apply if:

• Incorrect delivery address provided by customer.
• Customer unavailable to receive the order.
• Items consumed/used after delivery.
• Delays due to circumstances beyond our control (traffic, weather, strikes, emergencies).

7. Vendor & Delivery Partner Earnings

Vendors and Delivery Partners are paid only for successfully completed orders. If an order is cancelled after preparation/pickup, payment terms will follow vendor/delivery agreements with Folo Foods.

8. How to Request a Refund

Use the in-app Help & Support section, or email us at support@folofoods.com with your order ID, issue description, and photos (if relevant). Refunds are reviewed case by case in line with this policy.

9. Governing Law

This policy follows the laws of Portugal and the European Union. Consumers in the EU also have rights under the Consumer Rights Directive.

10. Contact Us

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