Refund & Cancellation Policy

This policy explains when you can cancel an order placed through the Deal It App, and how refunds work. It supplements our Terms of Service.

1. Cancelling an order yourself

You can cancel an order for free directly from the Orders tab, but only while it's still in the Placed status — before the merchant has started preparing it. Once a merchant marks an order as Preparing, self-cancellation is no longer available in the App, since the merchant has already committed resources to it.

If you need to cancel after that point, use Get help on the order (Orders tab, or the order tracking screen) to reach us — see §3 below.

2. What happens to points on cancellation

• Any loyalty points earned on a cancelled order are reversed — they never post to your lifetime total.
• Any points you redeemed toward that order are returned to your wallet balance immediately.

3. Something wrong with a delivered order

Deal It orders are paid by cash on delivery or loyalty-wallet points — there is no card charge to reverse. If an order arrives with a problem (missing, wrong, damaged, or otherwise not as expected), open Get help on that order and pick the reason that fits. This sends your request straight to our support team over WhatsApp with the order details attached, so there's no back-and-forth explaining what happened.

Where a refund is warranted, it's issued as loyalty-wallet points credited to your account, reviewed case-by-case based on what went wrong and the merchant's own policy. We aim to resolve every request within a few business days.

4. Merchant-specific policies

Individual merchants may have their own return or exchange policies for physical goods (e.g. sizing, defects). Where a merchant's policy is more generous than this one, the merchant's policy applies — contact us via Get help and we'll coordinate with them.

5. Contact us

Questions about a specific order are fastest resolved through Get help in the App. For anything else, contact [LEGAL ENTITY NAME] at [SUPPORT EMAIL].