سياسة الإلغاء والاسترداد

Cancellation and Refund Policy

Version 1.0 · Effective 1 November 2026 · Published 21 October 2026

1 · Scope and who decides

This policy covers orders sent through Rasla to places. The place is the seller and supplier and decides replacements and refunds about the product. On its behalf Rasla carries out, through the licensed payment provider, the automatic refunds this policy describes.

2 · Legal basis

Article 13 of the E-Commerce Law gives consumers a right to withdraw within seven days of receiving a product they have not used, and expressly excludes contracts for catering services and products made to the consumer’s request or specification. Food and drink orders on Rasla fall within this exclusion, so the seven-day right does not apply. The clear rules below take its place without reducing any other mandatory right.

3 · Before the place accepts

• You may cancel from the order page while it is waiting for the place, free and without giving a reason.
• If you paid in advance the full amount is refunded automatically to the same method. If the automatic refund cannot be made the order is not cancelled and you are asked to contact the place, so your money is neither lost nor refunded twice.
• Any cashback balance, reward or discount code used on the order is restored.

4 · After the place accepts

• Acceptance means preparation has begun, so the order cannot be cancelled in the app.
• You may ask the place to cancel; it may agree or refuse depending on what it has prepared.
• If the order is substantially late against the announced time without notice to you, you may ask the place to cancel it and refund what you paid.

5 · Automatic cancellation and refund

The order is cancelled and anything you paid is refunded in full automatically, without a request from you, if the place declines it, the acceptance window expires without a response, the advance payment is not completed in time, or the payment does not match the order.

6 · Mistakes, defects, unavailability and non-delivery

• If the order differs from what you ordered, is defective, misses an item you paid for, or is not handed to you, you may ask the place for a replacement or a full or partial refund of what you did not receive in good condition.
• Tell the cashier at pickup if you can; otherwise complain as soon as possible and within seven days of the order at most, quoting the order reference on the receipt, under the Complaints Policy.
• The place may verify the complaint and we provide it with the order record. If it decides to refund, the refund goes to the same payment method.

7 · How and when refunds arrive

• Every advance payment is returned to the same method through the payment provider. It is never converted to a Rasla balance or cashback, and Rasla never pays it out in cash.
• Funds usually arrive within one to three business days for mada cards and seven to fourteen business days for credit cards, depending on the issuing bank.
• Amounts paid at pickup are refunded by the place directly, in the way they were paid.
• If an order is refunded after it was handed over, the cashback earned on it is withdrawn under the Cashback Terms.

8 · Uncollected orders

An accepted order is prepared for you. If you do not collect it at the announced time the place is not obliged to keep it indefinitely or refund it, unless the delay was the place’s fault. You may raise it with the place.

9 · Merchant subscriptions

Merchant service subscriptions bought inside the iOS app are refunded by Apple under its procedures; see the Merchant Agreement.