Refund & Cancellation Policy

Before restaurant/store acceptance

Customers may cancel their order without any cancellation fee if the restaurant or store has not yet accepted or started preparing the order.

After restaurant/store acceptance

Once the restaurant, pharmacy, bakery, or other merchant has accepted or started preparing the order, cancellation may not be possible.

If cancellation is permitted after acceptance, any applicable charges will be communicated to the customer.

Poba Express may cancel an order if:

• The restaurant or store is unable to fulfill the order.
• The ordered item is unavailable.
• Severe weather, natural disasters, strikes, or other events beyond reasonable control prevent delivery.
• The delivery address is incorrect, incomplete, or inaccessible.
• Fraudulent or suspicious activity is detected.

Where applicable, eligible refunds will be processed in accordance with this policy.

Refunds may be considered where appropriate, including situations such as:

• The order was paid for but was not delivered.
• The wrong order was delivered due to an error by the restaurant or delivery process.
• Duplicate payment was made.
• The restaurant could not prepare the order after accepting it.

Each request will be reviewed on its own facts.

Refunds may not be available if:

• The customer provides an incorrect delivery address or contact details.
• The customer is unavailable to receive the order after reasonable delivery attempts.
• The customer changes their mind after food or other perishable items have been prepared.
• Minor delays occur because of traffic, weather, or similar circumstances beyond reasonable control.

If an order is received with missing or damaged items, the customer should notify Poba Express as soon as reasonably possible after delivery.

Poba Express will investigate the issue with the relevant restaurant or merchant before deciding on an appropriate resolution.

Approved refunds will generally be issued through the original payment method used by the customer.

Where cash payments are involved, refunds may be made through another mutually agreed method.

Approved refunds are generally processed within 5–7 business days, although actual credit timelines may depend on the customer's payment provider or bank.

For refund or cancellation assistance, customers may contact:

Poba Express reserves the right to update or modify this Refund & Cancellation Policy from time to time. The latest version will apply from the date it is published.

By placing an order through Poba Express, customers acknowledge that they have read and agree to this Refund & Cancellation Policy.