Last updated: 12 May 2026
This policy explains when and how refunds and cancellations are handled for payments made to Zorix (Pvt) Ltd directly, and for orders placed through products we operate — including Foodiez. Card and online payments to Zorix and its products are processed through PayHere, a PCI-DSS compliant payment gateway operating in Sri Lanka.
This policy applies to:
You can cancel an order at any time before the restaurant accepts it from the order tracking screen. Cancellations made before acceptance are fully refunded.
Once the restaurant has accepted the order and started preparing it, the order can no longer be cancelled by the customer because food is already being made. If you need to dispute a charge after this point, contact support@foodiez.lk.
If the restaurant rejects or cancels an order — for example, an item is out of stock, the kitchen has closed, or they cannot fulfil the order in time — you are fully refunded for the order automatically. If you paid by card, the refund is initiated to your card; if you paid from your in-app wallet, the amount is returned to your wallet immediately.
If you receive an order that is materially different from what you ordered, missing items, or otherwise defective, please contact support@foodiez.lk within 24 hours of delivery / pickup, with your order number and photographic evidence where applicable. We will investigate with the restaurant and, where the complaint is upheld, issue a partial or full refund or store credit at our discretion.
Vendor withdrawals from the Foodiez platform are processed to bank accounts that have been verified by our team. Any reversal, dispute or adjustment to a payout is handled directly with the vendor's account owner via WhatsApp OTP-verified communication.
For client-paid service engagements (design, software development, consulting):
To request a refund:
We will acknowledge your request within 2 business days and provide an outcome within 7 business days.
If you dispute a charge directly with your bank or card issuer, please notify us first — we can usually resolve issues faster than a chargeback. Chargebacks made without first contacting us may delay the resolution and may incur fees passed on by the card network.