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Refund & Cancellation Policy

Last updated: 14 July 2026

This Refund & Cancellation Policy explains how order cancellations, returns, and refunds are handled on the Roz platform. Roz facilitates this process between customers and Merchants but is not the seller of record for any product.

1. Order Cancellation

• Customers may cancel an order free of charge before the Merchant accepts it.
• Once the Merchant has accepted and begun preparing the order, cancellation may not be possible, or may be subject to a partial charge to cover preparation and logistics costs already incurred.
• Merchants may cancel an order if the item is out of stock or cannot be fulfilled, in which case the customer will receive a full refund.

2. Returns & Refund Eligibility

As the seller of record, the Merchant is responsible for approving returns and refunds. Refunds may be requested for:

• Wrong item delivered
• Item damaged or defective on arrival
• Item significantly not as described
• Order not delivered within a reasonable time and confirmed lost

Refund requests must be raised within 24 hours of delivery, with photo evidence where applicable (e.g. damaged or wrong item).

3. Non-Refundable Items

The following are generally not eligible for return or refund unless defective on arrival:

• Perishable goods (food, groceries with short shelf life)
• Products explicitly marked as non-returnable at the time of listing
• Items damaged due to customer misuse after delivery

4. Cash on Delivery (COD) Orders

For COD orders, if a refund is approved, the amount will be credited to the customer's original payment method on file, bank account, or Roz wallet (where applicable), typically within 5-7 business days.

5. Prepaid Orders

For prepaid orders, approved refunds will be issued to the original payment method used at checkout, typically within 5-7 business days, subject to the payment processor's timelines.

6. Delivery Partner Losses

If an order is lost or damaged in transit by Roz's logistics partner (e.g. Borzo), the claim will be processed through the logistics partner's insurance/claims process. Roz will assist in coordinating this claim on the customer's or Merchant's behalf.

7. Platform Fee

The Roz platform fee (10%) is non-refundable in cases where the order was fulfilled as described and delivered successfully. It is refunded proportionately where the order is cancelled before fulfilment or a full refund is issued due to Merchant or delivery failure.

8. Disputes

If a customer and Merchant cannot agree on a refund, Roz may review the evidence provided by both parties and make a final determination to resolve the dispute fairly.

9. Contact

To raise a refund or cancellation request, use the in-app support option, or email support@roz.app.