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Refund Policy

QWK Refund Policy

Last Updated: September 30, 2024

At QWK, we strive to provide an exceptional and seamless delivery experience for all users. However, we understand that situations may arise where a refund is necessary. This Refund Policy (“Policy”) outlines the conditions under which refunds may be requested, the process for handling refund claims, and your rights as a user of the QWK Platform, which includes the mobile application, website (www.qwk.app), and any related services provided by QWK (“we”, “us”, or “our”).

By using the QWK Platform, you agree to this Refund Policy. If you do not agree with this Policy, please refrain from using our services.

1. Eligibility for Refunds

Refunds will be considered under specific circumstances outlined in this Policy. Users may be eligible for a refund if one or more of the following conditions apply:

1.1 Incorrect Items Delivered

  • Food and Grocery Orders: If the items delivered are incorrect or significantly differ from what was ordered, users may request a refund or replacement.
  • Pharmaceutical Orders: Due to regulatory requirements, pharmaceutical products can only be refunded if they were delivered in error or in violation of the prescribed order.

1.2 Missing Items

If an order arrives with missing items, users are eligible to receive a partial refund for the missing portion, or QWK will arrange for a re-delivery of the missing items at no additional cost to the user.

1.3 Damaged or Defective Products

  • Food: Refunds will be issued if food is delivered damaged, spoiled, or otherwise unsafe for consumption. This includes food that has been delivered outside of acceptable quality standards (e.g., cold meals, stale items).
  • Groceries: Damaged, expired, or defective grocery items will be eligible for a refund.
  • Pharmaceuticals: Refunds will be provided for damaged or defective pharmaceutical products, provided that the damage was caused during the delivery process.

1.4 Late Delivery

  • Food and Grocery Orders: If an order is delivered significantly later than the estimated delivery time and this impacts the usability of the order (e.g., food arrives cold), the user may request a refund.
  • Pharmaceutical Orders: For time-sensitive deliveries (e.g., urgent medication), if the delivery arrives too late to serve its intended purpose, the user may be eligible for a refund.

1.5 Order Cancellations by the Partner

If an order is canceled by the partner (restaurant, store, or pharmacy) after it has been placed, the user is entitled to a full refund.

1.6 Unavailability of Items

If any item in an order is unavailable after the user has placed the order and paid, the user will be eligible for a refund for the unavailable items. In cases where the unavailable items form a significant part of the order, the user may choose to cancel the entire order and receive a full refund.

1.7 Non-Delivery

If the order fails to be delivered due to delivery issues (such as the delivery agent not finding the address, operational errors on the part of QWK, or system failures), the user will be entitled to a full refund.

2. Non-Refundable Situations

Certain situations may not qualify for a refund, including but not limited to:

  • Change of Mind: If a user changes their mind about an order after it has been prepared or dispatched, no refund will be issued.
  • Refusal to Accept Delivery: If a user refuses to accept an order without a valid reason (e.g., they no longer want the order but there is no issue with the items or delivery), no refund will be issued.
  • User Error: Incorrect order placement due to user error (such as incorrect item selection, wrong delivery address, etc.) will not qualify for a refund unless the order can be canceled before preparation begins.
  • Cancellation After Preparation: Once an order has been accepted by the partner and preparation has started, refunds may not be possible unless one of the eligibility conditions (e.g., missing or damaged items) applies.

3. Refund Process

3.1 Initiating a Refund Request

To initiate a refund request, users must:

  • Contact QWK customer support via the app, website, or email at support@qwk.app within 24 hours of receiving the order.
  • Provide relevant details including the order number, a description of the issue, and supporting evidence (e.g., photos of damaged items or incorrect deliveries).

3.2 Verification Process

Once a refund request is received, QWK will:

  • Review the claim and investigate with the involved partner or delivery agent.
  • In some cases, QWK may request additional information or evidence (e.g., photographic proof, receipts) to process the refund.

3.3 Resolution Timeline

QWK aims to resolve all refund requests within 3-5 business days. Depending on the nature of the issue, the following resolutions may be offered:

  • Full Refund: If the issue affects the entire order (e.g., non-delivery, significant errors).
  • Partial Refund: If only part of the order is affected (e.g., missing or damaged items).
  • Replacement or Redelivery: Where appropriate, QWK may offer to redeliver missing or incorrect items instead of providing a refund.

3.4 Refund Methods

  • Original Payment Method: Refunds will typically be processed using the original payment method (e.g., credit/debit card, mobile wallet) within 5-10 business days after the refund is approved.
  • QWK Credit/Balance: In certain cases, users may opt to receive the refund as QWK credit, which can be applied to future orders. This option may also be offered where the user’s payment method is not eligible for a refund (e.g., certain promotional credits).

4. Order Cancellations

4.1 User-Initiated Cancellations

  • Before Preparation Begins: Users may cancel an order within a specific time frame after placing it, provided that preparation has not yet begun. If the cancellation is successful, the user will receive a full refund.
  • After Preparation Begins: Once the partner has started preparing the order, cancellations are typically not allowed. However, exceptions may be made for extenuating circumstances, and partial refunds may be offered at QWK’s discretion.

4.2 Partner-Initiated Cancellations

In cases where a partner cancels the order (e.g., due to out-of-stock items, operational issues), users will receive a full refund.

5. Special Conditions for Promotional Offers and Discounts

Orders placed using promotional offers, discounts, or vouchers are subject to the following conditions:

  • Partial Refunds: If a refund is required for part of an order, the refund will only apply to the amount paid by the user (excluding the value of discounts or promotional vouchers).
  • Voucher and Discount Reuse: In cases where a user cancels an order or receives a refund, the promotional code or voucher used may not be reinstated or reused unless otherwise stated by QWK.

6. Refund Policy for Subscriptions and QWK Services

For any subscription-based services offered by QWK (e.g., loyalty programs, premium memberships), the following conditions apply:

  • Subscription Cancellations: Users may cancel their subscription at any time. Refunds will be provided for the remaining unused portion of the subscription, if applicable, unless the terms of the specific subscription state otherwise.
  • Non-Refundable Services: Services that have already been rendered or used in part (e.g., membership perks utilized during the billing cycle) are generally non-refundable.

7. Force Majeure

QWK will not be liable for any delays or failures in delivery or processing refunds caused by events beyond our control, including but not limited to natural disasters, strikes, supply chain disruptions, or government regulations. In such cases, QWK will make reasonable efforts to resolve any impacted orders and issue refunds where appropriate.

8. Dispute Resolution

If a user is not satisfied with the outcome of a refund request, they may escalate the issue through the following steps:

  • Contact support@qwk.app and provide details of the dispute.
  • QWK will review the dispute and respond within 7 business days.
  • If the dispute cannot be resolved amicably, the user may seek resolution through arbitration in accordance with the laws of Egypt.

9. Changes to This Refund Policy

QWK reserves the right to modify this Refund Policy at any time. Any updates or changes will be posted on our website (www.qwk.app) and notified to users via email or in-app notifications. It is the user’s responsibility to review the Refund Policy periodically for any changes. Continued use of the QWK Platform after any changes constitutes acceptance of the updated Refund Policy.

10. Contact Information

For any questions, concerns, or requests related to this Refund Policy, please contact us at:

  • Email: support@qwk.app
  • Address: 2C4G+PJH, Street 15, New Cairo 1, Cairo Governorate 11835