Refund Policy | سياسة الاسترداد
Effective Date: March 2026 | تاريخ النفاذ: مارس 2026
At Fissa3, customer satisfaction is our top priority. We understand that sometimes things do not go as planned — a wrong item, a missing dish, or a quality issue. This Refund Policy outlines clearly and fairly how we handle refund requests, what qualifies for a refund, and how the process works.
We are committed to resolving every valid refund request quickly, transparently, and fairly for all parties involved — customers, restaurant partners, and delivery partners.
✅ FULL REFUND ELIGIBLE: Order can be cancelled with no charges.
If you cancel your order before the restaurant has confirmed and started preparing it, you are entitled to a full refund with no cancellation fee. To cancel, go to your active orders in the app and tap 'Cancel Order'.
⚠️ PARTIAL OR NO REFUND: Cancellation fee may apply.
Once the restaurant has confirmed your order and begun preparation, cancellation may result in a partial refund or no refund, depending on the preparation stage. This is because the restaurant has already invested time and ingredients in preparing your food.
❌ NOT ELIGIBLE FOR CANCELLATION: Order cannot be cancelled at this stage.
Once your order has been picked up by a delivery partner and is on its way to you, it cannot be cancelled. Please ensure your delivery address and contact details are correct before confirming your order.
Fissa3 reserves the right to cancel orders in the following circumstances, with a full refund where applicable:
Restaurant is unavailable or closed at the time of the order.
Requested items are no longer available.
Technical issues preventing order fulfillment.
Suspected fraudulent activity on the account.
Delivery address is outside our active service zones.
Refund requests will be considered valid under the following circumstances:
✅ Missing Items: One or more items from your order were not delivered.
✅ Wrong Order Delivered: You received items that do not match your order.
✅ Damaged or Spilled Food: Food arrived in an unusable or significantly damaged condition.
✅ Unacceptable Food Quality: Food was inedible due to preparation issues (not taste preference).
✅ Food Arrived Extremely Late: Order arrived significantly later than the stated maximum delivery time.
✅ Order Never Arrived: Your order was marked as delivered but you did not receive it.
✅ Incorrect Charge: You were charged an amount different from what was displayed at checkout.
❌ Taste Preference: Disliking the taste of correctly prepared food is not eligible for refund.
❌ Change of Mind: Deciding you no longer want the food after it is prepared.
❌ Incorrect Address: Failed delivery due to wrong address provided by the customer.
❌ Customer Unavailable: Delivery failed because the customer was unreachable or absent.
❌ Minor Delays: Slight delays within the normal delivery time range.
❌ Late Requests: Refund requests submitted more than 24 hours after delivery.
STEP 1 Immediately After Issue — Take a photo of the problem (wrong item, damaged food, etc.) as evidence.
STEP 2 Within 24 Hours — Open the Fissa3 app and go to Order History.
STEP 3 Select Your Order — Tap on the affected order and select 'Request Refund'.
STEP 4 Select Reason — Choose the appropriate refund reason from the list.
STEP 5 Submit Evidence — Upload your photo and provide a brief description of the issue.
STEP 6 Await Review — Our team will review your request within 24-48 hours.
STEP 7 Resolution — You will be notified of the outcome via the app or phone.
WhatsApp: Contact us directly through the number on the Platform.
In-App Support: Use the Help & Support section in the app.
Email: admin@admin.com
Since Fissa3 currently operates on a Cash on Delivery (COD) basis, refunds are processed as follows:
Fissa3 Wallet Credit: Approved refunds are added to your Fissa3 wallet balance within 2–3 business days. Wallet credits can be used on your next order.
Cash Refund: In cases where a wallet credit is not suitable, cash refunds can be arranged and will be coordinated directly by our customer support team.
Day 1 Request Submitted — Your refund request is received and logged.
Day 1-2 Under Review — Our team investigates the issue with the restaurant and delivery partner.
Day 2-3 Decision Made — You are notified of the refund decision via app notification or call.
Day 3-5 Refund Processed — Approved refund is credited to your Fissa3 wallet or arranged as cash.
In some cases, a partial refund may be issued rather than a full refund. This may occur when:
Only some items from the order are affected.
The issue is partially attributable to the customer (e.g., incorrect address causing delay).
The food issue affects quality but the order was still largely received correctly.
The Fissa3 Wallet is our primary method of issuing refunds and credits. Here is how it works:
Refund credits are added directly to your wallet balance.
Wallet balance can be applied to any future order on the Platform.
Wallet credits do not expire as long as your account remains active.
Wallet balance is non-transferable and cannot be withdrawn as cash (except in special refund cases managed by support).
If your account is closed, any remaining wallet balance will be handled on a case-by-case basis by our support team.
Restaurant partners bear primary responsibility for:
Ensuring all ordered items are included and correctly prepared.
Maintaining food quality and safety standards.
Accurate menu descriptions and item availability.
Proper and secure packaging to prevent damage during delivery.
Delivery partners are responsible for:
Handling orders carefully to prevent spills or damage.
Delivering to the correct address.
Completing delivery within the estimated time window.
Contacting the customer if there are access or location issues.
If you are not satisfied with the outcome of your refund request, you may escalate the matter through the following process:
Step 1: Request a review by contacting our support team and providing additional evidence.
Step 2: Our senior support team will re-examine the case within 48 hours.
Step 3: A final decision will be communicated to all parties involved.
Fissa3's decision following escalation review is final. We are committed to fair outcomes for all parties.
Fissa3 actively monitors refund requests to detect and prevent fraudulent activity. Accounts found to be abusing the refund policy — including submitting false claims, repeatedly requesting refunds without valid cause, or exploiting promotional refunds — will be subject to:
Temporary suspension of refund eligibility.
Account warning and investigation.
Permanent account termination in severe cases.
We take fraud seriously as it impacts our ability to serve all customers fairly and support our restaurant and delivery partners.
Fissa3 reserves the right to update this Refund Policy at any time. Changes will be posted on the Platform and will take effect immediately upon posting. Continued use of the Platform after changes are posted constitutes acceptance of the revised policy. We encourage you to review this policy periodically.
For any refund-related questions or to submit a refund request, please contact us through:
Fissa3 App: Order History > Request Refund
WhatsApp: Available through the Platform
Email: admin@admin.com
Operating Hours: Saturday–Thursday, 9:00 AM – 10:00 PM (Yemen Time)
