1. Free cancellation window
You can cancel an order at no charge before the merchant accepts it. If the merchant has already started preparation, partial charges may apply (typically the cost of food already prepared).
2. Merchant-side cancellation
If the merchant cannot fulfill the order (item unavailable, kitchen closed, etc.), the order is cancelled and you are fully refunded to the original payment method, or marked as not collected for cash orders.
3. Failed delivery
If a delivery cannot be completed due to driver, merchant, or platform fault (wrong items, undelivered, lost), Dropfy Support will refund in full or arrange redelivery.
4. Customer-fault failures
If delivery fails because the customer was unreachable, address was invalid, or the customer refused the order without valid reason, refunds may be reduced or denied; the customer may still be charged the delivery fee.
5. Cash-on-delivery
For COD orders, refunds for partial issues are typically issued as wallet credit. Full refunds are issued in cash by the driver only when the entire order is rejected at the door.
6. How to dispute
Open a dispute within 24 hours of delivery via the order screen ("Report an issue") or email support@dropfy.co. Provide order ID, photos if relevant, and a clear description.
7. Resolution times
Most disputes are resolved within 3 business days. Card refunds (when card payments are enabled) reach your bank in 5–10 business days depending on the issuer.