Last Updated: 1 November 2025
Thank you for using Platiko!
This Refund & Cancellation Policy explains how cancellations, returns, and refunds are handled for orders placed through the Platiko app.
Platiko acts as a technology platform, connecting customers with independent restaurants, stores, merchants, delivery partners, and service providers. Refund eligibility varies depending on the type of product or service ordered.
Platiko processes refunds only after verifying the request and confirming with the merchant/service provider or delivery partner where required.
Refunds will be issued to the original payment method or Platiko Wallet, depending on the situation.
Food items are perishable, so refunds are limited.
The order was not delivered.
Items were missing or completely wrong.
The order was cancelled before preparation started.
The restaurant rejected or failed to accept the order.
You change your mind after the restaurant has started preparing the food.
You dislike the taste or portion.
You enter the wrong delivery address.
You are unavailable to receive the order.
Refunds may be approved for:
Damaged or expired products
Missing items
Wrong products delivered
Order cancelled before packing
Refunds are not accepted for:
Items opened or consumed
Items that were delivered correctly but you changed your mind
Perishable goods unless damaged
Refunds are allowed only if:
The medicine is wrong, expired, or damaged
The order was cancelled before the pharmacy confirmed it
Refunds are not allowed for:
Temperature-sensitive medications
Items opened or used
Prescription products delivered correctly
Refunds may apply if:
The parcel was not picked up or not delivered due to partner issues
There was a verified loss or major damage caused by the delivery partner
Refunds are not applicable for:
Prohibited items
Wrong parcel details entered by the customer
Poor packaging by the sender
Refunds may apply if:
The service provider cancels
The product was unavailable for rent after payment
You cancel before the service provider accepts the booking
Refunds are not applicable when:
The service has already started
The rental product was delivered or handed over
You cancel after provider acceptance without valid reason
Cancellation rules depend on the merchant:
If the merchant has not yet accepted → full refund.
If the order is already prepared, packed, or dispatched → refund may not be available.
For COD orders, cancellation must be done before dispatch.
A full refund will be issued if the:
Merchant cancels due to unavailability
Delivery partner cancels due to operational issues
Platform cancels for safety, technical, or policy reasons
Once approved:
Online Payments: 2–7 business days
Platiko Wallet: Instant or within 24 hours
Bank transfers (if needed): 3–7 business days
Times may vary depending on your bank or payment provider.
If you believe your refund request was wrongly declined, email:
📧 support@platiko.com
Provide:
Order ID
Issue details
Photos (if product was damaged/wrong)
Our support team will review and respond as quickly as possible.
Platiko may update this policy at any time. Updated versions will be posted with a new “Last Updated” date.
