Refund Policy — SagaEat

At SagaEat, we are committed to a fair and transparent refund process. This policy explains when and how you are eligible for a refund on your order.

1. Order Cancellation

✅ CANCELLATION ALLOWED

You can cancel your order before the restaurant has started preparing it. In this case, you will receive a full refund of the food amount to your SagaEat wallet.

❌ CANCELLATION NOT ALLOWED

Once the restaurant has confirmed and started preparing your order, cancellation is no longer possible. The preparation process has begun and ingredients have been allocated to your order.

2. Automatic Refund — Late Preparation

Every restaurant on SagaEat posts an estimated preparation time. If the actual preparation time significantly exceeds the posted estimate, you are automatically eligible for a refund.

⏱️ AUTOMATIC REFUND TRIGGERED

If a restaurant posts a preparation time of 10 minutes and your order is not ready after 20 to 30 minutes, SagaEat will automatically issue a refund for the food amount.

3. What Is Refunded

Food Amount

The cost of the items you ordered

✅ Refunded

Service Fees

Platform administration, payment processing & system maintenance

❌ Non-Refundable

Service fees are non-refundable as they cover the operational costs of running the SagaEat platform, including payment processing, system infrastructure, and staff compensation.

4. How Refunds Are Processed

Refund initiated — A refund is triggered either by your cancellation request or automatically by the system when the preparation delay threshold is exceeded.

Credited to your wallet — The refunded food amount is credited to your SagaEat wallet instantly and can be used on your next order.

Confirmation — You will receive a push notification confirming that your refund has been processed.

5. Non-Refundable Situations

6. Disputes

If you believe a refund was not correctly applied, please contact our support team within 48 hours of your order. We will review each case individually and respond within 3 business days.