Meraki · Legal
Refund & Cancellation Policy
Meraki connects you with independent home cooks. We want every order to be right. If it isn't, here is exactly what happens.
1. Before the cook accepts your order
You can cancel for free in the app and get a full refund. If the cook doesn't accept within 15 minutes, we cancel the order for you and refund it in full automatically.
2. After the cook accepts
Once the cook has accepted, they start buying ingredients and cooking, so the order can't be cancelled in the app. Food is perishable and made to order, so it can't be returned once prepared, and the general 7-day withdrawal right under the E-Commerce Law doesn't apply to food services. If something is wrong, contact us and we'll help.
3. If the cook cancels
You get a full refund, including the service fee, automatically.
4. Problems with your order
Report them in the app (open the order → Get help) within 2 hours of collecting it, with a photo where you can.
- Missing item: we refund that item.
- Wrong order: we refund the food.
- Food spoiled, unsafe, or clearly not as described: we refund the food. We may pause the cook while we check.
- Charged twice, or charged for an order that failed: we refund the extra charge in full.
5. When refunds aren't given
- You didn't collect your order within 30 minutes of it being marked ready.
- Taste preference, when the food matches the menu description.
- Reports made more than 2 hours after you collected the order.
6. How refunds are paid
We review every report and reply within 2 working days. Approved refunds always go back to your original payment method, within 14 days at most. Most banks show them within a few working days.
7. Service fee
The service fee is refunded whenever the whole order is refunded. When only part of an order is refunded (for example, one missing item), we refund the affected items.
8. Delivery
Meraki starts with pickup only. When delivery becomes available, we'll update this policy to cover it before it launches.
9. Fair use
Accounts with repeated refund claims may be reviewed and limited.
10. Contact and complaints
In the app: Order → Get help. Email: support@merakiapp.sa. Support hours: 10:00 to 23:00, every day. We reply to complaints within 2 working days. If you're not satisfied with our answer, you can contact the Ministry of Commerce on 1900.