Refund Policy

1. Overview

We want every Hamzo order to arrive on time and as expected. If something goes wrong, this policy explains when and how you can receive a refund.

2. When you are eligible for a refund

• Your order was cancelled by the store or could not be delivered.
• You received the wrong item, or items were missing from your order.
• Items arrived damaged, spilled or in unacceptable condition.
• You were charged but the order was never confirmed or fulfilled.

3. When refunds are not available

• The order was delivered correctly and in good condition.
• Cancellation was requested after the store had already prepared or dispatched the order.
• Incorrect delivery details were provided and delivery could not be completed.
• Perishable items were reported after an unreasonable delay.

4. How to request a refund

• Report the issue in the app from your order history, or
• Call us at +977 986-2488766 or email support@hamzo.app within 24 hours of delivery.
• Photos of damaged or incorrect items help us resolve your request faster.

5. Refund processing

Approved refunds are issued to your original payment method or as Hamzo credit, at your choice where available. Digital payment refunds are typically processed within 3–7 business days, depending on your bank or payment provider. Cash-on-delivery orders are refunded as Hamzo credit or via a supported digital wallet.

6. Cancellations

You can cancel an order free of charge before the store begins preparing it. Once preparation has started, the order amount may not be refundable, since the food or goods have already been made or packed for you.

7. Contact

Need help with an order? Call +977 986-2488766 or email support@hamzo.app — our support team is happy to assist.