Quick Summary
If there's a problem with your food quality, we'll make it right — full replacement or full credit. If you choose to cancel for personal reasons (like relocating, travel, or a change of plans), you'll receive 80% of your remaining unused balance as a refund.
Service & Sourcing Disclosure
ZoyMeal operates as a marketing and last-mile delivery partner. Meals may be prepared and sourced through third-party kitchens or food partners. While we coordinate quality checks and customer support, primary preparation and ingredient responsibility remains with the respective food partner, subject to applicable law.
1. Food Quality Issues
We take food quality very seriously. If your meal is unsatisfactory due to any of the following reasons, you are entitled to a full replacement meal or a full account credit for that meal:
- Food is stale, spoiled, or has an unusual smell / taste
- Foreign object found in the meal
- Meal is significantly different from what was described
- Food caused a verifiable allergic or health reaction
- Meal was delivered in a damaged or unhygienic condition
Time limit: You must report the issue within 1 hour of delivery along with supporting evidence (photo or video). Reports submitted after this window may not be eligible.
2. Voluntary Cancellations
If you decide to cancel your subscription for personal or voluntary reasons — and the reason is not related to food quality — you will receive a refund of 80% of your remaining unused balance. The remaining 20% is retained as a processing and administrative fee.
Examples of voluntary reasons include, but are not limited to:
- Relocating / shifting to a different city or area
- Travelling out of town for an extended period
- No longer needing the service (change of lifestyle, started cooking at home, etc.)
- Work from home or office schedule change
- Financial or personal circumstances
- Any other reason unrelated to food quality or service failure
Example Calculation
Notice period: Please notify us at least 24 hours in advance before your next scheduled delivery to initiate a voluntary cancellation. Cancellations requested after this window may take effect from the following day, with the refund calculated accordingly.
3. Non-Refundable Cases
Refunds will not be issued in the following situations:
- Food quality complaint reported after the 1-hour window without prior notice
- Meals that have been partially or fully consumed before a complaint is raised
- Subjective taste preferences (e.g., "It was too spicy for me" or "I didn't enjoy the flavour")
- Missed deliveries due to the customer being unavailable or providing an incorrect address
- Meals that were paused but the pause request was not submitted at least 24 hours in advance
4. How Refunds Are Processed
Submit Request
Contact us via WhatsApp or email with your order details and reason for refund.
Review (1–2 Days)
Our team will review your request and verify the details within 1–2 business days.
Refund Transferred
Approved refunds are credited to your original payment method within 5–7 business days.
Have Questions?
If you're unsure about your situation or need help raising a refund request, reach out to us directly. We're happy to help.