Refund Policy

1. Scope

This Refund Policy applies to all food orders placed on Cooqly, operated by MB SellixNet. It explains when refunds are available, how to request them, and how long processing may take.

2. EU 14-day withdrawal right

EU consumer law generally provides a 14-day right of withdrawal for distance contracts. However, this right does not apply to goods that are liable to deteriorate rapidly, including freshly prepared and perishable food.

Because Cooqly orders are typically made-to-order prepared meals, the cooling-off right is usually excluded once preparation starts. This does not limit your statutory rights for non-delivery, unsafe food, or orders materially not as described.

3. When a refund is available

• Order cancelled while still pending (full refund).
• Chef cannot fulfil an accepted order (full refund).
• Order not delivered, unsafe, or materially different from listing (full or partial refund).
• Duplicate charge or verified payment error.

4. How to request a refund

Use the order details page and submit a dispute or support request as soon as possible. For food quality or safety issues, submit within 24 hours of delivery and include photos where possible.

You can also contact support through Help & contact and include your order number and reason for request.

5. Processing time

Cooqly reviews refund requests without undue delay. If approved, refunds are initiated to the original payment method through Stripe. Card issuers typically post funds within 5 to 10 business days, but timing depends on your bank.

6. Relation to Terms of Service

This page is a policy summary. The full order lifecycle and dispute framework is set out in the Terms of Service.