Refund Policy

1. Order cancellations

You can cancel an order free of charge as long as the restaurant or store has not yet started preparing it. Once preparation begins, cancellation may not be possible, as ingredients and packaging have already been committed to your order.

To cancel an order, go to Orders in the app or website and select Cancel Order. If the option is no longer available, please contact our support team immediately and we will do our best to assist.

2. Eligibility for a refund

You may be eligible for a full or partial refund in the following situations:

• The order was cancelled before the restaurant or store started preparing it.
• The order was not delivered within a reasonable time and the restaurant, store, or rider confirms it cannot be fulfilled.
• Item(s) received were missing, incorrect, damaged, or significantly different from what was ordered.
• A duplicate charge or payment error occurred on our platform.
• The order was cancelled by the restaurant, store, or Super Delivery for reasons outside your control.

3. Situations not eligible for a refund

• Change of mind after the restaurant or store has started preparing the order.
• Incorrect delivery address or contact details provided by the customer.
• Delays caused by circumstances outside our control, such as severe weather or road closures, where the order was otherwise fulfilled.
• Taste or personal preference issues where the item matches what was ordered.

4. How to request a refund

Open the order in question from your Order History, select "Get Help" or "Report an Issue", and describe the problem. Wherever possible, include photos of the item received — this helps us resolve your case faster.

Refund requests should be raised within 24 hours of delivery so that we can review the order with the restaurant, store, or rider while details are still fresh.

5. Refund method and timing

Approved refunds are issued back to your original payment method, or as Super Delivery wallet credit where applicable. Refunds to cards or bank/wallet accounts (such as JazzCash or Easypaisa) may take a few business days to reflect, depending on your bank or payment provider. Wallet credit is typically applied instantly.

Cash-on-delivery orders that are eligible for a refund are adjusted as wallet credit or arranged directly with our support team.

6. Contact us

If you have questions about a specific order or this policy, please reach out through the Contact Us page, or email support@superdelivery.pk. We aim to review every refund request within 2–3 business days.