Refund & Cancellation Policy

How we handle order issues, cancellations, and refunds

Last updated: May 2026 · Version 1.0

Laziz is committed to a fair, transparent refund process consistent with UAE Federal Law No. 15 of 2020 on Consumer Protection and Dubai DCCPFT Circular No. 2 of 2025 governing online food delivery platforms. We do not want you to pay for something you did not receive or that was not as described.

1. Cancellations

1.1 Cancellation Before Preparation Starts

You may request to cancel your order at any time before the Merchant has started preparing it. The fastest way is to open the order in your account and tap “Cancel order” while the status is still “Received”. You may also email info@laziz.ae with your order number. If the order has not yet entered preparation, we will cancel it and issue a full refund to your original payment method.

1.2 Cancellation After Preparation Has Started

Once the Merchant has commenced preparation of your order, cancellation is generally not possible and the full order amount is charged. This is because the restaurant has already committed ingredients and kitchen time.

1.3 Cancellation by Laziz

Laziz may cancel your order and issue a full refund in any of the following circumstances:

• The Merchant is unable to fulfil the order.
• Ordered items become unavailable after your order is placed.
• A technical error caused incorrect pricing to be displayed.
• Payment processing fails after the order is placed.
• Laziz cannot assign a delivery person to your order within a reasonable time.

In all such cases you will be notified promptly and a full refund will be initiated.

2. What Qualifies for a Refund

You are entitled to a full or partial refund in the following circumstances:

• Order not delivered. If your order was confirmed and payment was taken but the order was not delivered, you are entitled to a full refund.
• Significantly late delivery. If your delivery is materially delayed through Laziz’s fault and the delay makes the food unacceptable to you, contact support within 24 hours.
• Wrong items delivered. If you receive items different from what you ordered, you are entitled to a refund for the incorrect items.
• Missing items. If confirmed items are missing from your order, you are entitled to a refund for the missing items.
• Unsafe or inedible food. If the food delivered is visibly spoiled, contaminated, or otherwise unsafe to eat, you are entitled to a full refund. Photographic evidence is required.
• Undisclosed charges. If you are charged any fee that was not clearly disclosed at checkout, you are entitled to a refund of the undisclosed amount, in accordance with Dubai DCCPFT Circular No. 2 of 2025.
• Order not as described. If the food is materially different from its menu description (for example, a dish described as vegetarian containing meat), you are entitled to a refund.

3. What Does Not Qualify for a Refund

• You changed your mind after preparation has commenced.
• You provided an incorrect or inaccessible delivery address and the order could not be delivered.
• You were not present at the delivery address and did not respond to the courier’s contact attempts.
• You disliked the taste of food that was correctly prepared and delivered as described.
• The claim is submitted more than 24 hours after delivery.
• Claims that cannot be substantiated and where no supporting evidence is provided.

Laziz covers refunds for factual failures — missing items, wrong items, unsafe food, non-delivery, and undisclosed charges. Refunds are not available for personal taste preferences.

4. How to Request a Refund

• Step 1 — Contact us within 24 hours of delivery (or immediately if the order was not delivered). Email info@laziz.ae with your order number and a description of the issue.

• Step 2 — Provide supporting evidence where applicable: photographs of incorrect, missing, or unsafe items; screenshots of your order confirmation; any other relevant information.
• Step 3 — We review your claim. Our support team acknowledges every request within 24 hours and aims to resolve standard claims within 3 business days. Complex cases may take longer.
• Step 4 — We notify you of the outcome. If your claim is approved, a refund is initiated to your original payment method.

5. Refund Processing Times

Laziz is not responsible for delays caused by your bank or card issuer.

6. Refund Method

6.1 Refunds are returned to the original payment method used for the order wherever possible.

6.2 Where a refund to the original payment method is not possible (for example, if the card has expired or the account has been closed), we will agree an alternative remedy with you — typically an equivalent platform credit.

6.3 In accordance with UAE consumer protection law you have the right to request that your refund be returned to your original payment method. Laziz will not restrict refunds to platform credits without your agreement.

7. Vouchers and Promotional Credits

7.1 Promotional credits issued through referrals, the Lucky Bite Wheel, or any other Laziz programme are valid for the period stated at the time of issue. Expired credits are not reinstated.

7.2 If an order paid partly with a promotional credit is cancelled or refunded, the credit portion is returned as a credit of equivalent value and validity, and the cash portion is returned to the original payment method.

7.3 Promotional vouchers applied to an order are not refunded in cash. Where an order is cancelled before preparation, our support team will, where reasonably possible, reissue a replacement voucher of equivalent value and validity.

8. Your Consumer Rights

This Refund Policy is in addition to — and does not limit — your rights under UAE Federal Law No. 15 of 2020 on Consumer Protection and its implementing regulations, and Dubai DCCPFT Circular No. 2 of 2025 governing online food delivery platforms.

If you believe a refund has been unfairly refused, you may contact:

• UAE Ministry of Economy Consumer Protection Department.
• Dubai Corporation for Consumer Protection and Fair Trade (DCCPFT) — consumer hotline 600 54 5555.
• Your emirate’s relevant consumer protection authority.

9. Contact

This Refund & Cancellation Policy is effective as of May 2026.